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Do not turn anyone off. the founder of shepherd presentations, a firm works with companies to build loyal relationships with customers and employees. great to see you, shep. >> great to be here. thanks for having me. >> so, what should a return policy look like and where should you be posting it? there is nothing more annoying than not being able to return something. >> right. and 85% of consumers or customers won't go back to a place that causes friction during a return, 95% will. so where should it be posted? in an obvious place. whether it's on premise in store experience, it should be oybs...

End up right in the return pile. as a small business owner, what should you are thinking about to make sure your return policies and processes do not turn anyone off. paul is founder of shepherd presentations, a firm that works to build loyal relationships with their employees and customers. >> great to be here. >> so what should a return policy look like, and where should you be posting it, but there's nothing more annoying than not being able to return something. >> right. and 85% of consumers or customers won't go back to a place that causes friction during a return. it should be posted in ...