BEGIN:VCALENDAR VERSION:2.0 PRODID:-//ChamberMaster//Event Calendar 2.0//EN METHOD:PUBLISH X-PUBLISHED-TTL:P1H REFRESH-INTERVAL:P1H CALSCALE:GREGORIAN BEGIN:VTIMEZONE TZID:America/Chicago BEGIN:DAYLIGHT RRULE:FREQ=YEARLY;BYMONTH=3;BYDAY=2SU DTSTART:20070101T000000 TZOFFSETFROM:-0600 TZOFFSETTO:-0500 TZNAME:Central Daylight Time END:DAYLIGHT BEGIN:STANDARD RRULE:FREQ=YEARLY;BYMONTH=11;BYDAY=1SU DTSTART:20070101T000000 TZOFFSETFROM:-0500 TZOFFSETTO:-0600 TZNAME:Central Standard Time END:STANDARD END:VTIMEZONE BEGIN:VEVENT DTSTART;TZID=America/Chicago:20260922T130000 DTEND;TZID=America/Chicago:20260922T143000 X-MICROSOFT-CDO-ALLDAYEVENT:FALSE SUMMARY:Returns\, Refunds & Special Orders Virtual Workshop DESCRIPTION:Protecting Margin While Building Customer Trust Through Better ProcessesFormerly Managing Returns\, Special Orders & Refund Policies\nNEW DATE - Class is now Sept. 22 (Sept. 15)\n\n\nEvery lumberyard faces costly returns\, difficult refund decisions and Special Orders that do not always go as planned. The challenge is rarely just whether a written policy exists. It is whether employees understand the process\, apply it consistently and communicate expectations clearly to customers.\n\nIn this practical 90-minute workshop\, attendees will learn field-tested strategies to reduce costly exceptions\, improve consistency\, protect gross margin and strengthen customer relationships without sacrificing service.Consistency protects both your margin & your customer relationships.You'll Learn How To:Build a Return Policy employees can confidently and consistently enforceManage Special Orders before they become expensive problemsSet clear customer expectations before an order is placedReduce costly exceptions while improving the customer experienceUnderstand the true cost of returns including labor\, freight\, administrative time and lost marginCreate refund guidelines that protect both profitability and customer relationshipsUse timelines\, documentation and customer signoffs to improve Special Order accountabilityHandle difficult return situations with greater confidence and consistencyCreate a practical return workflow for in-store returns and jobsite pickupsApply best practices that can be implemented immediately after the workshop\nEvery Attendee Receives:Editable Return & Refund Policy TemplateSpecial Order Best Practices GuideReturn Process ChecklistCustomer Return Request and Pickup FormPractical guidance for documenting Special Order terms\, timelines and customer approvalTools that can be adapted and implemented immediately in their business\nWho Should Attend:Branch\, Store and Operations ManagersSales Managers and Inside/Outside SalesCounter Sales and Customer Service TeamsYard\, Delivery and Dispatch LeadersReceiving and Inventory TeamsOffice Managers and team members responsible for processing credits or refundsAttendees will leave with practical tools and proven processes they can begin implementing immediately.\nRegistration Deadline: Register at least 14 days before the start date. Minimum attendance levels are required to ensure quality group interaction and to be sure the program is able to move forward as scheduled.\nAbout the Instructor:Emily Overson\, Founder | Growth With EOCEmily Overson brings more than 25 years of experience working with independent lumber and building material dealers. Her background includes hands-on leadership inside LBM businesses as well as consulting with dealers across North America to improve financial performance\, operational excellence and the systems that support consistent execution.\n\nBecause Emily has worked inside the businesses she now advises\, she understands the realities dealers face from protecting margin and improving processes to serving valued customers when the answer cannot always be yes. Her practical\, process-driven approach gives attendees tools they can use\, not just ideas to consider.Website: www.GrowthWithEOC.com X-ALT-DESC;FMTTYPE=text/html:

Protecting Margin While Building Customer Trust Through Better Processes

Formerly Managing Returns\, Special Orders &\; Refund Policies
NEW DATE - Class is now Sept. 22 (~~Sept. 15~~)

Every lumberyard faces costly returns\, difficult refund decisions and Special Orders that do not always go as planned. The challenge is rarely just whether a written policy exists. It is whether employees understand the process\, apply it consistently and communicate expectations clearly to customers.

In this practical 90-minute workshop\, attendees will learn field-tested strategies to reduce costly exceptions\, improve consistency\, protect gross margin and strengthen customer relationships without sacrificing service.

Consistency protects both your margin &\; your customer relationships.

You&rsquo\;ll Learn How To:

Build a Return Policy employees can confidently and consistently enforce
Manage Special Orders before they become expensive problems
Set clear customer expectations before an order is placed
Reduce costly exceptions while improving the customer experience
Understand the true cost of returns &mdash\; including labor\, freight\, administrative time and lost margin
Create refund guidelines that protect both profitability and customer relationships
Use timelines\, documentation and customer signoffs to improve Special Order accountability
Handle difficult return situations with greater confidence and consistency
Create a practical return workflow for in-store returns and jobsite pickups
Apply best practices that can be implemented immediately after the workshop

Every Attendee Receives:

Editable Return &\; Refund Policy Template
Special Order Best Practices Guide
Return Process Checklist
Customer Return Request and Pickup Form
Practical guidance for documenting Special Order terms\, timelines and customer approval
Tools that can be adapted and implemented immediately in their business

Who Should Attend:

Branch\, Store and Operations Managers
Sales Managers and Inside/Outside Sales
Counter Sales and Customer Service Teams
Yard\, Delivery and Dispatch Leaders
Receiving and Inventory Teams
Office Managers and team members responsible for processing credits or refunds

Attendees will leave with practical tools and proven processes they can begin implementing immediately.

Registration Deadline: Register at least 14 days before the start date. Minimum attendance levels are required to ensure quality group interaction and to be sure the program is able to move forward as scheduled.

About the Instructor:

Emily Overson\, \;Founder | Growth With EOC

Emily Overson brings more than 25 years of experience working with independent lumber and building material dealers. Her background includes hands-on leadership inside LBM businesses as well as consulting with dealers across North America to improve financial performance\, operational excellence and the systems that support consistent execution.

Because Emily has worked inside the businesses she now advises\, she understands the realities dealers face &mdash\; from protecting margin and improving processes to serving valued customers when the answer cannot always be yes. Her practical\, process-driven approach gives attendees tools they can use\, not just ideas to consider.

Website: \;www.GrowthWithEOC.com

LOCATION: UID:e.3542.1568368 SEQUENCE:3 DTSTAMP:20260922T191016Z URL:https://members.bldconnection.org/event-calendar/Details/returns-refunds-special-orders-virtual-workshop-1848931?sourceTypeId=Hub END:VEVENT END:VCALENDAR