Reading Response 3
I was very surprised that Jet Blue did not have a crisis plan in place. Being an airline company you have to be equipped with plans for times like these. The way the situation was handled without having a set plan was very good. I think ethics is what played a major factor in this crisis. The fact the CEO admitted that they had made a mistake and were doing everything they could to rectify the situation and to compensate the customers is probably what saved the company from completely going under water. Bringing in staff form the corporate office into the airport was another very intelligent thing to have done. The customers could see that they really were trying to resolve the issue. There was some one to listen to the customers complaints even if they could not do too much to help them; the fact that they were being heard was enough.
I really enjoyed the Luntz reading was very good. I liked how he talked about using short and simple words to explain your self. Everyone should be able to understand what you are saying, and the CEO of Jet Blue followed this rule. There was nothing fancy about his speech, it was a simple apology and a promise that the customers would be compensated and that a crisis like this would not arise again
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It was a good way for the company to show they cared by sending out representatives from the corporate office. They did in fact have to bare customer’s complaints and rude comments but it was understandable. However I do not think the company acted with such great ethics. Granted companies are allowed a couple minor mistakes here and there but the decisions they made were on a totally different scale. They should have known, a couple days before the storm hit, it was going to cause massive problems just by looking at other airports that were affected. Sometimes it is not always about satisfying the customer first, but rather keeping them safe.
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I would agree that the CEO really stepped up when problems arose. I thought he acted in a very professional mannor when the customers were probably furious. I find it especially humbling when he implemented the customer bill of rights and basically told his company that they would be spending alot of money to make things right. Admitting your mistakes is no easy feat, and this CEO did it without even thinking about. I think more managers and CEOs should learn from this event. Not only understand that there should be precautions for certain things, but also in the event of a major crisis and affects people, to know when to take the blame.
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I agree that it was weird how the company was affected so greatly. You would think they would have had a plan set up if something like this happened. They obviously weren't very prepared since some passengers had to sit on the their planes for hours. I do think the CEO handled it pretty well with his video apology and he showed how upset the company was with what happened and it seems like they are really working at making sure nothing like that happens again. I agree with your point about using the Luntz reading and how the CEO used short words and it was more personal instead of just reading form a script.