Reading Response 3
I think JetBlue was able to effectively handle their unfortunate event. I don’t only say this because the reading and research I did, but they are still around as a company. JetBlue was able to regain many clients trust by showing true concern for what happened to them. They offered refunds and other incentives to try to dampen the time and hardships the passengers went through. I think one of the main things that was able to keep JetBlue afloat in the end was the Customer Bill of Rights. This document really showed the customers and other airlines this kind of debacle is unacceptable. Oddly enough, today I was listening to the news and they referenced JetBlue. The newscaster was explaining how bad delays are getting in air travel and mentioned that JetBlue has already made changes in their company to attempt to fix the problem.
I think JetBlue handled this situation ethically and by incorporating many of Luntz’s Ten Rules of Effective Language. JetBlue saw there was a problem and looked internally in the company to see what they could do to help. Once they evaluated their situation, they were able to address the customers promptly with concrete things they were doing. In the video of David Neeleman, I believe he very effectively address the customers following the Ten Rules. First off, I think his speech was well prepared for his audience. He presented what they needed to hear; something new and promising. Also, he was able to stay creditable by explaining what the company was doing within the next 7 days and by having the results out right away.
By reading material on effective word usage, I believe I will be able to portray what I mean clearly to my audience in my document. I am going to attempt to calm the customers by using some similar techniques that JetBlue used such as offering free flights and vouchers. I am also going to make sure my document is clear and the costumers know the company is making changes so this will not happen again.
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Jet Blue is still an existing company
You offer up a good point when speaking about the fact that Jet Blue is still around and doing well. Many companies wouldn't be able to rebound from something as severe as the media made this out to be. I personally would feel better about the fact that Jet Blue has a Customer Bill of Rights. Yet again, I'm also the customer that would jump off an overbooked flight to get a free ticket somewhere else. I also think David Neeleman did an excellent job when giving his speech because it seemed heartfelt and real. Something I think Jet Blue could have done better is expedited their apology. Yes, they had a bunch of hoops they had to jump through but I believe that was something of utmost importance.
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I agree with you on the fact that most companies wouldn't be around after a crisis such as JetBlue's. I like the idea of the Customer Bill of Rights but I think it was installed to late. JetBlue thought as a customer service friendly should have had the customer bill of rights before the crisis happened. I also do agree that David Neeleman heartfelt video was sincere but also a little late as you stated also. An apology is very important especially when trying to win customers back. Even though JetBlue was late in their apology, at least they made an honest attempt to save their reputation.
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I totally agree with the point you made that most of the companies wouldn’t still be around serving their costumers after a crisis such as JetBlues. I agree with you that the heartfelt video of Mr Neeleman was sincere. An apology and understanding a costumer’s point of view is very important win you don’t want to lose customers. I like the idea of the Costumer Bill of Rights it’s like getting a free gold card membership card. It was also a very good way to win costumers back after a crisis they faced at the JFK airport.
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It is true that JetBlue did manage their crisis efficiently since they recovered many clients after the problem. To regain people's trust is something really difficult to do and JetBlue managed to do this especially because of the customer bill of rights they developed. In addition, JetBlue is well aware that these issues could happen again sometime in the future so they are definitely prepared to handle the situacion faster and effectively. They managed to keep their customer relations image intact which is the most valuable thing for the company. JetBlue is definitely well prepared for the future and this is probably one of the best examples to show the importance of communicating effectively in a company.