Reading Response Week 4
In addition to watching the video posted by the instructor I watch another video on youtube that documented the struggle of 4 young men to get home. The link can be found here: http://www.youtube.com/watch?v=SOo-tG9q2h0&mode=related&search=
In my business letter I will be addressing these passengers that were upset with jetblues service. This includes many different people. Most importantly those that had to wait at the airport because their plane was delayed, it also affected people who depended on their guest arriving at a specific time. The last group that will be important to address will be those that will consider flying jetblue in the future. Those that were stuck waiting felt as though they were let down, and were upset with the delays. Since there were no answers coming for several hours it was hard for the customer to predict whether they would be responsible for the costs of hotels and tickets. Their main desire was to simply make it home. For the others affected by this situation they felt bad for the people that experienced this crisis and expect that they won’t be treated this way if they fly jet blue.
In the business letter it will be important to address each of these groups. If each of these groups do not feel as though they have been addressed the letter will be ineffective. The book gave good examples of the same phrase in different context. It is important to understand who the audience of the letter. There are some other good things to keep in mind on page 1b. There may also have to be some usage of persuasion so that people fly with Jetblue again.
My plan to address them in the business letter will be to apologize for the situation caused. Explain that we have considered them and let them know how we are fixing this situation. Also, let them know we appreciate them as customers and we would be honored to continue to have them.
Comments
Reply
I like how you intend on writing your business letter. I think it's a good idea to state what happened and how you are going to fix it. An apology is probably the one thing, besides compensation, that the passengers affected would want to hear. I think it may be hard, though, to write to all the groups you decided needed to be addressed in the letter. I think that you may be able to leave out those who werent affected by these events and would not consider flying JetBlue again. I think it would be too complicated to apologize to the delayed passengers and then turn and write to the public hoping that they consider JetBlue when they fly in the future. It may make the letter sound more impersonal. It may take away the feeling that you want to use to make that apology to the delayed passengers. It's just a thought, but if you can pull it off, I'll be interested to read it.
RE: Reply
I definitely agree with the fact that you should state in your letter what happened, as well the steps you will take to make things right. I disagree that you should leave out the people that were "not affected and would not consider to fly JetBlue again". I think that you will find that while you will not actually write directly to this group of people, the rest of your letter will most likely speak to them. They will appreciate the responsibility taken by the airline. It is important for the future of the company that this group realizes that JetBlue will take all the necessary steps to prevent this from ever happening again, or they will likely lose a great deal of market share. By addressing the affected customers correctly, you are addressing all the rest of them without even trying.
Reply
I really like how you are going to approach writing your business letter. It is very important to address the people that were affected in the situation in February, the people who were waiting for guests to arrive (I never thought of that) but it is also important to address the people to will consider flying JetBlue in the future. That is a really important group of people to address and I never thought to add them into my business letter. Apologizes are also a very important thing to put in the letter you must start and end with an apology. You have a lot of really good ideas that I am going to use.