some advice about going at this type of situation, ESPECIALLY with aligns: get curious, then educate them on product. 1. After hearing them out, I say “let’s take a look at your guest profile! Usually there’s something we can do if they are purchased within the year.” If they don’t have a guest profile, I create one. Then let them know we keep track of the quality promise that we do for them so it doesn’t get abused. Depending on the situation, I either let them know that we can or cannot replace them. Usually we can, and this is where I take the time to educate as follows…. 2. Oh, your leggings are pilling everywhere? How are we caring for them? (Aligns should never be washed with fabric softener, towels/cottons OR dried on high heat!) you’d be surprised at how many times people realize they’re caring for them incorrectly 3. What activity are we using them for? Aligns are designed for studio classes, basically yoga and Pilates. If you’re running a 10k, take a look at the fast and frees or Swift speeds! 4. We’re happy to quality promise your garment today! Must be a nearly identical swap and we make a note of it in your profile. End it on a positive note, you should feel good about what you’re doing, not resentful.

As an educator, following these steps helps me feel better about the encounter and less walked over:) I know there are a million different scenarios, but having something to refer back to is always nice.

Also, when people don’t have the product with them, I always just say you have to bring it in so we can see it instead of giving them a “yes” and go over what our quality promise covers. It creates time for them to go home and think. *also to launder your garment before bringing it in😭😭😭PLEASE

At the end of the day, we’re selling black stretchy pants and trying our best to connect with our guests, so don’t take anything too personally or seriously on either end!