Reading Response Week 3
It was interesting to read related articles about JetBlue crisis following the process of handling the situation, not just simply focusing on the news of thousands of customers stranded in airports because of the severe weather condition. I think I cannot say they handled the crisis in such an effective way but it seems more reliable that they tired to handle the problem in ethical way. They admitted their problem and apologized through national television and on their website rather hiding or denying their responsibilities. I see lot of companies these days busy trying to shift the responsibility to others or coming up with excuses. From interview of JetBlue’s CEO, David Neeleman, I could see that he was being honest and sincere. But I think they could have handled the situation better by having effective communication network. There were many miscommunications unable to deliver the situation and discussion not only to the staffs but also to passengers who stranded without getting any information.
As I went over the Luntz reading, JetBlue was following some parts connected to the ten rules of effective writing. The rule number four, being consistent was well applied by clearing the rules and guidelines for payment depend on time customer has waited. Also their messages included what customer wanted to hear following the seventh rule, speak inspirationally. The ethics reading was emphasizing the importance of being honest and true to customers by saying that those who didn’t used business ethics properly, eventually came up with resulting huge losses. Both readings and JetBlue crisis were well combined to show us how to handle the business effectively when different situations approach.
After reading all the useful information about how to handle such problem, I think I should keep in mind the Luntz’s ten rules of effective writing when I create my own documents. Especially I am going to focus to be honest and consistent when I write press release next week.
Comments
Response
You are right when you comment on JetBlue doing a good job with putting their apologies out there right off the bat. It would probably be easier for a company to try to pinpoint the blame on someone else, but JetBlue gave the sincerity of their apologies. The thing with this is JetBlue really couldn't mask their own blame. The problem directly effected them and the only other thing they could blame was the weather for not cooperating, but that is obviously ridiculous considering the spontaneity of the weather. The crisis was a real wake up call for the company, and the C.E.O of the company obviously felt grief for the way reality unfolded right before his eyes. He made up for the situation with offering all sorts of money gratuities to the customer if a similar event happens. Maybe the company took an unethical approach when they first decided to let the flights go on as planned, even when they knew about the possibility for hazardous weather, but they changed their attitude when they were awaken by reality and it should only make the company stronger as a result.
"It should only make the company stronger as a result"
While I agree that Jet Blue handled the situation in an ethical manner after responding to this situation. However, their reputation and credibility as a company to provide air travel has brought great question into customers minds. Whether or not how the company responded to this spontaneous weather condition and weather or not it took them days to recover does not change the fact that it happened. I think Jet Blue is going to have a rough ride for awhile why it builds back the trust of its customers. While I belive in the quote, "what doesn't kill us only makes us stronger" it is definetly going to take some time before Jet Blue is "stronger".
I agree that JetBlue
I agree that JetBlue followed the "be consistent" rule when they applied the reimbursements based on their customer's wait time. This is the only thing I really feel that they did correctly. If you cannot make the customers happy after you upset them and put them through a lot of mental distraught, you will lose 100% of their loyalty. Too many times these days airlines will mistreat their customers and offer nothing in return. I slept in an airport last week because my flight home from my business trip was cancelled. US Airways did absolutely nothing to accomodate me, and the employees were very rude. Had they applied the 10 Rules of effective writing (or communicating) I would most likely fly that airline again. Instead I will never again give them my business! I feel that you expressed this week's reading well, and for the most part, I think you are right on.
Be Consistent
I agree that Jet Blue did follow the be consistent rule as described by Luntz. However during this crisis, I felt that Jet Blue was consistently bad at responding their customers needs. First of all, the CEO should have been on the scene right away. It should not have taken him the time that it did to release his video to the customers. His customers should have been first of his mind and he should have taken the stand that Jet Blue will do whatever it takes to make all of our customers happy no matter how long or short they waited. Money should not have been an issue because its times like this that future customers will look back on before they choose or not choose Jet Blue.
response
I disagree with the fact that the CEO, Davis Neeleman should have been at the airport at that time. I think that he had already sent all the staff to assist the troubled passengers. One more person wouldnt have made the situation better. i guess that releasing the video was more important, as it helped to get the point through not just to the troubled passengers at the airport bu t also to the various other potential passengers. The video really helped him regaining the trust of the people.
Reading Response Comment
I too found the JetBlue case to be very interesting and believe they handled the situation well. However, if you look at how the responded to the situation internally you see a different side of the company, that you may not believe to be as ethical. Shortly after the crisis, the board of directors for JetBlue decided that they needed to get rid of the CEO David Neeleman, and promoted this decision as a consensual agreement among the parties. However, if you read current articles about the event, you realize that this was not the case; they actually forced him out of his position. David Neeleman never wanted to leave his job and still would like the position today which makes one wonder whether or not they really handled the situation ethically.