Reading response Week #3
The situation JetBlue faced in February could have been the end of their company. Costumer disappointment on their service and a scandal of that nature are very harmful to a company and can be solved only with good communication in order to convince the media and their costumers that the company cares about them.
I think they were very effective when solving the problem. Fist of all, they were humble and opened to admit they had a problem. That attitude makes people sympathetic about their situation. Also, they were very consistent with their argument all along. Apologizing and the creating a bill of rights for costumers proved the world that they cared. According to Luntz consistency is very important for good communication and they applied it very well. In my opinion, the other prevailing method was, according to Luntz’s number 5, creating something new.
When talking about Neelan’s speech, I can say that he was very simple and followed all the rules. He really used simple language in order for everyone to understand and see the way the company was feeling. I really think they did the best they could have don in a situation like that.
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I also felt the lack of communication was what hurt Jet Blue in this situation. The fact that the passengers where merely given a 800 number to call (which was constantly busy) was terrible. I don't agree with you that Jet Blue was consistent in applying good communication. They have had a good reputation before the crisis, and they have made significant strides to restore that. However, during the crisis their commitment to customer service seemed to vanish by leaving passengers on the plane for eleven hours. I definitely agree that Neeleman's apology followed the rule Luntz laid out. You could tell he was sincere and that was effective.
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I completely agree that the CEO of JetBlue compay has followed most of rulls mentioned in Luntz' article. He took a direct and humble action to deal with the situation, and I think this gave a different outcome to JetBlue from other companies who had to close their business forever. I also agree that good communication is very important in business world. Neelan's speech was very simple and quite short but contained everything needed for effective communication. He made a clear list of promises including the bill of rights, and this help potential and current customers to trust their company again.
From JetBlue's crisis, I learned how important the effective use of communication was.