Reading Response 3
After reading a few of the JetBlue crisis articles I have decided that Jet blue handled the situation of the crisis very well. I think that the CEO of the company Mr Neeleman did a very brave and wise think by addressing the people of the United States after the crisis happened. He could have always just stayed out of the public’s eye and let the whole thing just settle down itself. But on the other hand he knew that if he did that it would have brought the company really down even further down than it was already right after the crisis. When he addressed America on national Television he was very apologetic regarding the crisis. In return he came up with some solutions for the problem for example such as the Costumer bill of rights. The bill of rights gives the costumer many privileges, its like being a gold card member for an airline without having to fly to earn any miles to get up to the gold card status. For example, if JetBlue cancels your flight due to some problem they have, you have the option of receiving either a full refund for your ticket or taking a later flight. I think making this costumer bill of rights was a very smart idea for not losing a lot of customers after their big crisis at JFK airport.
When writing my own documents I will be looking back at the Luntz readings. It tells you the best way of communicating with others. I think that will be very affect for my project because I believe that communication is a key factor to everything in life for example communication is very important in the business and co-operate world, for eg take the jetblue crisis if there was good communication between the staff and the passengers the situation would have been handled in a much better way. Communication is also very important in everyday life. For example how people communicate with each other. The ethics reading will help me focus on addressing multiple groups and many types of people. on the other hand it also focuses on professionalism in the workplace and how to treat your peers and co-works with respect. When I start my project I plan on using a very apologetic tone. I plan on being patient and listening to the customers furthermore understanding their point of view. I also plan on gaining the customers respect which will be hard at once but over time it will be easy. I believe that if u give respect you will get respect.
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That is true if Mr. Neeleman didn’t address the public in the matter that he did I think that JetBlue could have possibly gone under. But I also think that his address should have come sooner. He could have dug himself into a hole if he would have waiting any longer and not have said some of the things that he said. That is another good point better communication between staff (employees at the airport and customers stranded at the airport) would have made a huge difference would have made the situation a lot better and I think that is one thing that I am really going to focus on!
I agree
I agree with that communication is very important in business world as well as everyday life. I also see how the ethical way of communication is important in many situations including the one JetBlue company was in. I also learned the importance of kairos in business world. If the company took an action with proper timing, I think the company could have reduced the seriousness and damage of the crisis and gained a lot of potential customers. Since the clear and effective communication is essential in a such situation like JetBlue’s crisis, I think the company’s promise to allocate even non-crew members to help the crew and operations under emergent situations was a very clever decision. Disgruntled people wouldn’t be assuaged if the company hided themselves behind of the public or just apologized ambiguously without any future promises. In this aspect, I would like to admire the CEO’s brave and reasonable attitude. Writing my press release draft, I will focus on conciseness and comprehensiveness of content with help of Luntz reading.
comment
I also believe that Mr. Neelman did a very good thing by standing out and addressing the customers about the JetBlue situation at JFK. This showed JetBlue's customers that the company cares about their image and especially about their customer relations. His statement was well addressed and the company did a very good job (as you have mentioned it) when developing the customer bill of rights. If he decided to let the crisis go down by its own, the company's image would have been ruined since JetBlue is all about customer relations. This would have been their worst "solution", and would have brought devastating consequences.