Reading Response #3
After finishing the assigned readings for this week, I have concluded that JetBlue handled the crisis very well. While the situation was pretty much out of their control, they dealt with the customers as well as they could. When facing the public, the CEO, David Neeleman, was very apologetic and sincere. The fact that he even faced the public is a sign of his sincerity. It would have been very easy for him to have just stayed out of the public eye and to have avoided the situation all together. Instead, he jumped right on the problem and came up with solutions, such as the Customer Bill of Rights. The Customer Bill of Rights leaves the customer with options and compensation. For example, if JetBlue cancels your flight, you have the option of receiving either a full refund or reaccommodation on a later flight. Or whether you have departure delays or onboard ground delays, you are guaranteed a voucher for a specified amount of money based on how long you had to wait. I think setting these compensation rights was an excellent way to keep from losing customers over the situation.
When I begin work on my own documents, I plan on taking an apologetic tone. I plan to do my best to sympathize with the customers and show that I understand their frustration. Then, I will address the ways in which I will compensate each customer for all of the waiting. I am going to follow Luntz’s Ten Rules for Effective Language listed in the reading. I plan on using simple, small words to ensure my original meaning is not missed. I also plan to use to short sentences to keep the reader’s attention and to keep the point clear. I feel that a simple and sincerely apologetic approach will be the right way to go about writing these documents.
Comments
Reading Response Comment
I agree with you on the Jet Blue Crisis. I feel they handled it very well. I have realized that even major companies are going to make mistakes, and everyone is going to handle them differently on their first round of mistakes. Many times companies make mistakes then come back even stronger than before, and I think that is how Jet Blue will be. Their crisis I believe was a major turning point for them. I also believe the CEO was very outstanding by coming out and saying how he was wrong and being so honest.
Alayna Willis
I agree with your response
I agree with your response that JetBlue handled the situation well. Although, the communication could have been better, I think they went into a panic mode because of not ever experiencing a crisis like this before. I also agree that it is a good idea to approach the press release with a sincere tone and use the 10 Successful Rules for communication. When sending a message to the public, it is a good idea to simplify statements using short words and use small phrases. This method helps to effectively communicate with others and is easy to understand. Not only is this an appropriate approach, but also is an excellent way to good customer relations.
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I agree with you regarding the jet blue crisis and how they handled it. I personally think they did a great on handling the situation since it was their first time. Even though they did not have good communication skills for example the passengers who were stranded in the plane for hours said that the staff of the plane and the pilot had very bad communication skills, such has there were very few announcements. Even after hearing all that I think the CEO of the company did a great job by coming into public and apologizing to them for the situation. he even told the public that he was very disappointed with his staff. I think that is a very well and professional way to handle the situation so that you don't lose all our costumers.
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I like the points you have made. I do agree that JetBlue acted in a very ethical manor. The Customer Bill of Rights was an excellent plan. Who else has done anything to this extent? That is confidence at its best. BY going to this extent, this can turn JetBlue's reputation entirely around. ns Having these kinds of rules and accomodations can be very appealing to hesitant customers. Especially to the ones that like taking a chance. These are the ones that almost want JetBlue to fail just to cash in on the rewards. HOwever, when JetBlue does exceed expectations, free positive marketing as been established. This person will tell his friends and co workers about JetBlue's Bill of Rights and that has the potential to attract more customers at no cost to the airline.
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I agree the situation was out of their control, it wasn’t like there was anything they could do about it when it happened or like they planned for it to happen. But I think they could have dealt with the customers better then they did. The CEO did a good job on camera days after but he didn’t do a good job right when it happened, and that is really what matters. You are right he could have just avoided the public all together so it is best that he at least put a video out. He was sincere and that is important but I just think he should have acted faster.
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I agree that the CEO took a smart and brave action to treat the crisis. His humble and apologizing attitude could shift even the disgruntled costumers to the company’s side. But despite of the CEO's great attitude, I realized the importance of proper timing also. Effective communication is very essential and sometimes much more helpful than we expect just like in JetBlue’s situation. And the Luntz reading was helpful to have an effective communication skill in everyday life as well as in business world.