Reading Response Week 3
I think Jet Blue handled the unfortunate in a pretty affective way. There are only so many ways that you can apologize to your client and try to make sure that they will continue to use your services. I thought the Customer Bill of Rights is a good idea on their part. It's important to show that you care about your clients and that you are just as upset as them at the events that happened. I also thought the CEO's video was pretty good because they set it up as him as a regular guy talking to people he cares about and not as a big CEO news conference where he was just talking to the media and it was something required by his job title.
I also think they handled it in a pretty ethical way. I didn’t see anything that they did as wrong or unethical. They have created new rules for another situation where passengers are stuck on plains for 10+ hours. I think it was probably hard for them to figure out what to do exactly because it’s not everyday where you have passengers stuck on planes that long and they had to come up with something professional yet caring to their passengers that showed they thought of them as more than just a number filling up a plane.
For the document next week where we have to respond to this situation I think the readings will help me out a lot. I know have better knowledge of which words and what type of words to use in a situation like this. I will probably try to do something similar to what Jet Blue did in thanking the passenger for flying with them and trying to regain their trust through free vouchers and other types of incentives. I think this is a good project for us to get some experience with and I think the readings will help us out a lot.
Comments
Jet Blue CEO video
I agree with your opinion that Jet Blue handled a very unfortunate situation in a pretty affective way. The video of the CEO was an especially good idea to help get the message across. The CEO sat there in a wrinkled dress shirt and apologized and took responsibility. This was much more effective than a CEO sitting in a thousand dollar suit reading a professional script. During his address he looked like just another working person. He used simple language and it did not look as well prepared. That gave the impression that he was working more on the problem than on the speech to the public. This was a great way for customers to regain confidence in the company.
Reading Response Comment
I agree with you that Jet Blue handled this crisis in an effective manner and that there are only a number of ways resolve the issue. The Customer Bill of Rights was an extremely good idea and I think that it truly shows that JetBlue cares about their customers. In addition, I think that JetBlue’s response showed that they were able to learn form past mistakes and adjust accordingly. In response to your thoughts on the video of David Neeleman addressing the customers, I think that he truly does care about the people he works for. In the article I found, it discussed how Mr. Neeleman donated his salary to those individuals within the company who were less fortunate. So in essence he was working for free.
comment
i totally agree that Jet Blue handled the unfortunate crisis in an affective manner. The best move that the company made was to release the Bill of rights on their website which ensured the customers that the company owns up to its mistake and that they arent turning their back onto them.
The other thing that found effective was that the whole staff was called to the airport to attend to the stress and and irritated customers who had been stranded on the airport due to cancelled or delayed flights. Even though they didnt have much information to provide to the troubled customers but it definitely helped boosting the moral of other staff as now they knew that werent alone handling the whole situation.
comment to reading response 3
JetBlue were affective but I think their response was a little late in the situation. Everyone keeps mentioning the customer bill of rights but this was after the crisis. What about the people who were involved in the crisis. I will agree with you on how the CEO handled the situation cordially in order to appease the customers. I will have to disagree with you that JetBlue was ethical in everything that they did. They were dishonest with the customers and apologized too late. The rules or bill of rights are a step in improving JetBlue.