Saturday, November 17, 2012

Just Bring It Back by Michael Dalton Johnson

My uncle sold his old Chevrolet to a young man. Although the bill of sale had "vehicle sold as is" in capital letters, my uncle got a call from the young man complaining about a problem with the car.

I was surprised by how my uncle handled the complaint. Instead of saying, "I told you the vehicle was sold as is," he said, "Just bring it back, and I'll give you your money back."

The young man continued to describe the problem, and my uncle told him again, "Just bring it back. I'll be happy to give you your money back," and added, "Other than that, there's nothing I can do for you."

My uncle was a keen student of human nature and knew that the best way to handle the complaint was to offer a full refund.

When you look at the underlying psychology behind this, you'll see that my uncle established the value of his selling price by not hesitating to offer to take the car back. The move left the buyer with no place to go. He was either in or out. He was in. He said he wanted to keep the car, and my uncle never heard from him again.

Excerpted from Rules of the Hunt: Real-World Advice for Entrepreneurial and Business Success, McGraw Hill. Read more at Amazon.

Reprinted by permission of

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