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EPISODE · Nov 9, 2025 · 1 MIN

SFS Minute 857: Make it Right

from School for Startups Minutes

Another thing you need to do when a company screws up, the best thing to do is make it right and to most people, that means they want their money back. If you go to a restaurant and have a bad meal, you want the meal taken off the bill and maybe a free dessert. When we take an airline trip, we expect the airline to make it right. And you know what? That wasn't standard until 2007, when JetBlue published the first Customer Bill of Rights, stating that if, for some reason, the flight messes up, they will refund you the full amount. Companies have to do that.

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SFS Minute 857: Make it Right

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