My wife had ordered a set of Batman and Robin walkie-talkies on-line from the website of a national toy retailer. After they arrived and my boys had a chance to try them out, we learned that the reception was poor if the handsets were more than one or two rooms apart.

The retailer has a store in my area, so I stopped by to return them. I explained the reason for the return to the customer service rep and provided the receipt from the on-line purchase. Unable to authorize the refund, she called her manager.

A minute later her manager appeared and, after assessing the situation, told me that no refund or in-store credit could be given because I didn’t have a “bar code receipt that would have accompanied the product.”

I responded that I was not aware of another receipt and that the receipt I had was, to the best of my knowledge, the only one issued from the on-line transaction.

The manager said, “I know, I know. But we were bought by new owners about a year and a half ago and they’re sticklers for the new policy.”

I asked him what the new policy was and he said, “That all product returns are accompanied by a bar code receipt.” He then poured salt in the wound by saying, “Before the new policy went into effect I would have at least been able to give you in-store credit, but now I’m afraid I can do nothing for you.”

Then I asked him what he thought Nordstrom would do under similar circumstances.

He said, “Yeah, I know.”

I was clearly disappointed by their restrictive return policy and said, “Listen, I know it’s not your fault. Someone else developed the new policy. But my son’s birthday is coming up and if I had received in-store credit, I’d be shopping here today. But, since I didn’t, I’ll be shopping elsewhere.”

What restrictive policies does your company have that may be driving customers away—along with their referrals and future spending?

I used to work with a gal in New York who was fond of saying, “Love ya, mean it” – all in the same unenthusiastic breath. While her irreverence endeared her to all, it demonstrated to me that words alone, apart from an authentic delivery, can be pretty useless in conveying a message.

To that point, we’ve all experienced greeters at retail stores such as Wal-Mart, Best Buy, Blockbuster, and others. Their role is to make shoppers feel welcome by greeting them and perhaps offering a bit of assistance as they enter the store.

At one time, there may have been a spark of enthusiasm – perhaps because it was new and unexpected – for the greeter role. Today, from my perspective anyway, it appears as though the novelty has worn off. Ironically, the greeter’s podium at one large retailer faces into the store so that the rep greeting shoppers has his or her back to them. This results, many times, in a half-hearted glance and greeting over the right shoulder. It appears to be more of a security post than a greeter’s station.

At another retailer, the greeting is so long and scripted that all of the warmth and authenticity that should accompany a sincere greeting has been squeezed out in order to reinforce the store’s marketing message.

So what’s your read on store greeters? Are they unnecessary roles or is the problem in the execution?

“I appreciate your comments, mean it.” : )