Keep a Justice Audit in Your Pocket
Recall the key questions for auditing a recovery through the justice lens.
Distributive justice check Did the remedy fit the customer’s actual loss? Think money, time, business disruption, and risk, not just the easiest credit to approve. Procedural justice check Did we make the customer work too hard to get the fix? Count handoffs, repeated storytelling, waiting time, and form-filling. Interactional justice check Would the customer feel respected reading this aloud? Look for blame, hedging, and cold policy language. Refund only vs one-owner handling Which gap does each one repair? Use both when the customer lost money and had to work too hard to get help.
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