What should be the focus of the "Make it Right" principle?

The focus of the "Make it Right" principle is on rectifying the customer's issue. This approach emphasizes understanding the customer's concerns and taking appropriate actions to resolve any problems they have encountered. It is centered on customer satisfaction and fostering positive relationships, which are crucial for a successful retail environment. By prioritizing the resolution of the customer’s problem, the store demonstrates commitment to service and builds customer loyalty.

Options that involve finding fault in the employee, always offering refunds, or requiring superiors' approval do not align with the principle’s core intent. Focusing on blame would undermine team morale and customer service quality. Blanket policies like always offering refunds may not be sustainable or appropriate for every situation, as they neglect the individual circumstances surrounding the issue. Similarly, rigidly following a protocol that requires superior approval may slow down the resolution process and lead to further dissatisfaction for the customer. The primary goal is swift and effective resolution of customer issues to enhance their experience and trust in the store.