Reading Response #4
After watching the video provided, I did a little searching for another response by someone who experienced the JetBlue crisis. I found a video filmed by a guy traveling with three other guys from New York to Sacramento, California. The web address for the video is: http://www.youtube.com/watch?v=SOo-tG9q2h0&mode=related&search. The four guys kept a video record of everything they endured during their trip. They would give updates every so often saying how long they had been waiting and what it was like. Two of the four guys got seats on a plane on the second day of waiting, while the other two were forced to spend another night in New York. The last two guys to make it back to Sacramento made the trip in a total of 2 days and 45 minutes.
When I go to address the customers, I will need to keep in mind that my audience will be air travelers who have just spent many hours waiting for their flights. From the videos I watched, I expect my audience to be angry and frustrated. I plan on addressing my audience by showing that I understand their frustrations. In the video I found on YouTube, one of the guys talks about how much extra money he was forced to spend on things such as a hotel room for the night. He also talks about how he expects to be reimbursed for his expenses. With these expectations in mind, I plan to introduce the ways in which the company will reimburse the customers for their wait. I plan to be very sincere and apologetic. I want my audience to know that the company values their customers and will work had to earn back their trust. The letter I write will need to be professional, yet personal. It needs to show that the company cares about each person’s concerns.
Comments
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Taking the reimbursement approach can make for a very strong argument. JetBlue has to realize they made a huge mistake and they will have to pay for it, even if it means literally paying for it. By introducing the Bill of Rights they made a step in the right direction, but they need to figure out how they will help those who needed to pay for extra expenditures like a hotel room. JetBlue's first order of business is to try to compensate those who stranded on those February days first; they should be priority in my opinion. I'm not quite sure how they would do this exactly, but it is important for them to try to keep those people in good spirits so they don't lose potential business in the future. The crisis was a huge blow to a relatively young company, so they need to remain apologetic and driven to provide much better customer service in the future. You will be able to provide a lot of useful information with the reimbursement. You could even personalize your letter to accommodate those men in the video you found on YouTube.
Reading Response Comment
I agree that reimbursing your customers for their inconviences is a must and I will probably include the same in my letter. Letting customers know that you are apologetic and are working to fix the problem and reimburse them for their inconviences will catch the customers attention. Customers will then be more likely to read the rest of the letter, and continue their business with jetBlue. I also think it is a good idea to personalize your letter to accomadate those passengers within the video you chose. The passengers would be intrigued that you paid close attention to their own personal matters, and chose to address them accordingly. Many people find it fascinating when you personalize such huge matters to accomadate. I also agree since jetBlue is so young, they need to make sure the letter is very apologetic and at the same time very professional so their customers can feel safe with them if they decide to travel with them in the future.
Response
I saw that same video of the boys trying to make it home from JFK to Sacramentp. I agree with your aproach to letting the client know that you understand how they feel and why they feel that way. I think it is important that after you show them you understand to calm them by letting them know that the JetBlue company is doing everything possible to make sure this will not happen again to that person or to any other passenger for that matter. The tone of you few first lines is what sets the mood of this paper. I think your thoughts to handling this situation is very good!
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It is nice to see someone bring up the point that they will be addressing people who are angry and frustrated. In most blogs, I have seen that people said they will be addressing potential customers and angry consumers. This does not make sense to me since the letter should be in response to an angry customer. I highly doubt that this JetBlue customer will be showing his non-JetBlue customer friends the response that he got. I've watched that video from other blogs and I think it is the best video on YouTube, so good choice.
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I watched the same video of the boys trying to go home from JFK to Sacramento. I like the way you are going to approach the passengers in your letter. I liked how you said you will be focusing on addressing passengers who were frustrated and angry because most of the passengers at the airport that day were angry and frustrated. Other thing I agree with you upon is when you said that in the letter you will be taking the necessary measures to reimburse the people with the extra cash they spent while they were at the JFK airport. I think that is a very sensible and good idea. That will help earn the customers trust back.