Reading Response 3
I believe the JetBlue Crisis was handled in the correct manner, but not effectively. With not having experienced a disaster before, JetBlue did not respond quickly nor did they communicate well with their passengers. In an ethical manner, I believe that JetBlue stood by their moral conviction to make reparations to their paying customers. The monetary reimbursement for this unfortunate incident as well as new customer bill of rights was initiated will not be placed into action. The Luntz reading, ethics reading, and my article connect because they basically adhere to the tenet of good communication. The JetBlue crisis lack communication amongst the flight crew and passengers. The Luntz provides the 10 successful rules of communications. Ethics is the moral standard by which people live by. CEO, Neeleman, did a great of accepting responsibility, apologizing to the public, identified changes that will be made to prevent any future disaster, and how he was going to improve the communication amongst airlines and passengers. His moral integrity of upholding the position as being CEO of JetBlue and demonstrating his sincerity to make reparations for errors that were committed shows that he has a high ethical standard. In relation to next week's assignment, the press release will itemize the steps JetBlue is employing to improve their communication with passengers, steps they will incorporate in case of an emergency, training of staff, what they financially will do to recover from the incident and in hopes of regaining credibility and confidence. The readings will inform the response by outlining the changes that will be implemented by Neeleman and staff. Neeleman accepts full responsibility of the disaster and is embarrassed by the situation to the extent that he will see to it that the management will be new and improved. These reading will emphasize that JetBlue is a company of accountability and integrity. They believe that by improving their communication skills they will maintain an image of following the golden rule as treating others as they want to be treated. Thus, keeping up their reputation.
Comments
Reply
I agree that the CEO, David Neeleman, did a great job in addressing the situation at hand. He was very sincere in his apology and very sympathetic. If it weren't for his apologetic tone, I think he would have had a much harder time keeping JetBlue in business. Instead, he addressed the situation properly and introduced his plans for change, which played a key role in winning his customers back. In situations like that, the customer usually just wants to be heard and sympathized with. If the company or employees show that they understand the customer's frustrations, the customer will be much more likely to give them another chance.
reply
I’m not sure I could have come up with a more effective way to handle the situation. Recovery after problem of that nature and being able to blame only them for inefficiency is a tough task. Being humble and coming up with ideas that would guarantee passengers that they are sympathetic with what they went trough seems to be the best way to respond to the problem. I do agree with you in the idea that Neelan was very good at declaring their position to the public, he showed concern and that makes costumers consider giving the airline another chance.
Reply
I agree with you, JetBlue did not handle the situation effectively, they did not have a disaster plan and did not handle it an effective manner. I think that a timely response with good communication could have really helped in this horrible situation. I also agree that they did do a lot of good things with the ethics of the situation considering the situation. Also I agree that the CEO, Neeleman did a great job addressing the situation, the video that we watching his speaking in really helped calm the situation. Overall, I think that JetBlue did a good job handling the situation but there are a couple of things that could have been done better such as more timely responses and better communication.
I agree
I agree that timely response is important in business world. And I also agree that the company didn't handle the situation effectively since there were some points of miscommunication. I think if the CEO constructed those promises before the crisis happend, the compay could have reduced the cost of recovering the reputaion and disgruntled complaints. From JetBlue's case, I learned how important the effective and timely response is. Even in everday life, it is very important to convey my idea and tak a proper action effectively and timely. I sometimes be regretful at my reaction to a certain unexpected situation, thinking that if I were more considerate and calm at that momet the result would be much different. In this aspect, the Luntz reading was very helpful to know what I have to keep in mind for concise and great communication.
Reply Reading Response Week 3
I agree that Jetblue was doing everything they could, just not as effectively as the passengers wanted it done.