Final answer:
L.L. Bean demonstrated both a reactive and proactive approach in response to the problem with the shoes. He reacted by taking out a bank loan to repair and replace the defective shoes, and he also implemented a complete money-back guarantee as a proactive measure.
Step-by-step explanation:
L.L. Bean demonstrated both a reactive and proactive approach in response to the problem with the shoes. He reacted by taking out a bank loan to repair and replace the defective shoes, thus satisfying the customers who returned them. This reactive action helped address the immediate problem and maintain customer satisfaction.
However, L.L. Bean also demonstrated a proactive approach by implementing a complete money-back guarantee, regardless of the condition or how many years later the product was bought. This proactive measure ensured that customers always had the option to return their purchases for a full refund, which ultimately helped build a reputation for quality and customer satisfaction.