Reading Response 4: JetBlue Customer Response
I found another Youtube video that can be watched if you click on the following link:
http://www.youtube.com/watch?v=SOo-tG9q2h0&mode=related&search
In this video the audience is the customers/passengers. The video was created by passengers that were involved in several delays and cancellations of flights through the whole JetBlue saga. The video begins with the first delay where the passenger and his friends were stranded in the plane on the runway for 8 hours. They searched for another flight because theirs had been canceled and then began filming again after another 8 hours delay. The main passenger in the video mentioned that after the second flight was delayed they went to claim their luggage that they soon found was sent to lost baggage claims. By this point in the video the passenger and his friends were extremely tired and frustrated. After 18 hours the passenger and his friends waited in another long line but this time for a taxi to find a hotel to stay in. Throughout the video the passenger states that they were kept in the plane on the runway so long that the employees had to have the plane refueled. The passenger went through in detail the long waits in lines and the problem with staff not helping.
It looks like I will have to address very tired and upset customers that were tossed around by employees without any direction/guidance. I plan to be very sincere and sympathetic while addressing the issue at hand and how I intend to make things better and work smoother in future situations. Hopefully the context will make customers realize that JetBlue is human and did make a mistake. Even though mistakes were made the original issue at hand, the weather, is completely unpredictable. But for the inconvenience of the customers and unprofessional handling during this weather crisis JetBlue will offer the Customer Bill of Rights. I hope to get across the importance of making the customers happy and understand that we want to gain their trust back and provide a safe and comfortable commute.
Comments
Comment
I think this video does a very good job of showing what passengers had to deal with while they were being delayed and having flights cancelled. It seemed like a very chaotic and frustrating process to figure out what was going to happen next. This is why we need to be very careful with our context and make sure that we get the right point across and do not upset any of our already not very happy customers. We do need to be sympathetic and give them specific details to how we are going to change to make sure that it does not happen again.
i agree
I also agree that we have to be very careful when addressing the customers in our business letter. I cannot imagine comparing this activity when we can afford to make mistakes to the actual crisis. The press release, business letters, as well as the public apology Mr. Neeleman had to do had to be carefully revised because if any mistake was made, it could have cost him his business. The customer response could have been negative, and if this was the case, then JetBlue would have never gained its customer relations image back, making them exactly the same as their competition. If this was the case, then the competition would have obviously made them obsolete since customers would have placed their trust in their service in them instead of JetBlue. The company did a great job in communications, and this placed them straight back into business.
I agree with all that you
I agree with all that you stated. The video you chose was a great representation of an approach to take with your business letter. Taking a very sincere and sympathetic manner will address the letter more personally. Using context in a personal manner that the company recognizes its faults and will immediately implement newer standards, will be helpful in the process of regaining their trust. Accepting full responsibility of inconveniences and burdens placed on the passengers makes them as corporation look human and compassionate to satisfying their customers. Be sure to word the letter carefully because you want to demonstrate the correct intention and purpose of the letter without stating that you would like to regain their trust.