Reading Response Week 3

Ddgr22's picture

I found that after reading the articles assigned this week that I have been able to establish a good understanding of the JetBlue crisis. I feel that they responded well to there customers by creating the Customers Bill of Rights. However, I believe that they did not handle the situation very well internally. After comparing articles at the time of the crisis with present articles I have am a bit appalled at their course of action. Immediately after the crisis the board decided that CEO David Neeleman needed to go and promoted the decision as consensual, when in fact they forced him out, ultimately making him a scapegoat. Although there should have been some sort of plan that should have been in place to deal with similar situations, it was unforeseeable that a disaster of this magnitude would occur. Even major airlines that are well established in the industry were severely affected by the crisis. It has been overlooked how much good David Neeleman has done for the company; in fact I haven’t heard of any other CEO donating his pay check to help the less fortunate members in the company. In addition, Neeleman's quick response with the Customers Bill of Rights shows how dedicated he is to customer service and how quick he is able to learn from his mistakes and adapt accordingly.
In regard to Luntz’s 10 rules for effective language, I found these to be pretty much common sense, although I feel that many people may overlook these when composing their documents. If used, it is easier to address multiple audiences and can even increase your communication skills on a personal level as well as professional level.
After studying the JetBlue case I am intrigued by the next project. I am not sure whether or not I am going to like it much, but I am excited to learn how to write a document that I have never thought about composing before. I am confident that I will be able to utilize the provided readings as a tool to guide me in the right direction.

Comments

archit's picture

comment

I toatally agree that Jet Blue handled the situation in a good manner. The bill of rights was definitely the best move they could move to show the people that they are concerned and own up to the mistake by reimbursing the customers. I also think that apart from the bill of rights, the video of the CEO also worked wonders in getting the point. The whole atmosphere in the video and also the tone with which he spoke helped winning the trust of the people back.

kmayes's picture

reply to comment

I have to disagree that JetBlue was absolutely wrong in the way they handled crisis. I say this first because they lied to the customers about the situation that was at hand. The response was also too slow and the 1-800 number given was alway busy and uneffective. I do agree that the customer bill of rights was a positive move in restoring the customers faith in JetBlue. The video made by David Neeleman also was a positive move that most CEO's never attempt.

mseeman's picture

Reading Response

I disagree with you because I don't feel that JetBlue handled their customers effectively. Yes, JetBlue created the Customer Bill of Rights which will be good to have in the future but if the communication with the customers would have been better during the crisis, the bill of rights might not have been necessary. JetBlue wasn't ethical because they didn't tell their customers the truth about the situation. The customers wanted to know what was going on and the employees in the airport told them to call a number. However, this number was constantly busy which didn't help the customers. It would have been more effective if the employees would have been honest and said "I do not know what is going on but I will let you know when I know more." The customers wouldn't have any additional information but they would have received the truth. I do agree that the CEO has done very much for JetBlue. Offering to donate his paycheck really shows his customers that he cares. JetBlue definitely needs a plan of action and better use of communication for the future.

mcmichel's picture

I am dubious about this next

I am dubious about this next assignment, however, I think that this indepth discussion about the JetBlue will hopefully come to rest. The majority of the comments about the CEO's procedure to promote a positive image for the company after this horrible incident was of a positive nature. I disagree that David Neeleman has been overlooked from how much good he has done. Article after article applaud him for his smart business tactics in recovering the business. I do find Luntz's 10 Rules common sense, but are necessary for appealing to audiences. It is much easier to address a message to the public and easier for them to understand and to relate to.