Reading Response, Week 4
The JetBlue customer video I found on youtube.com can be found here: http://www.youtube.com/watch?v=SOo-tG9q2h0
In the video I chose on youtube.com, four friends documented their extended stay at JFK airport on a return trip from Cancun. They were stuck in the airport last February due to an ice storm that cancelled many flights. They all feel very confused, upset, and irritated with the situation, but are keeping in good spirits. They really, above all, just want to get home. I noticed in the comments under the video that many people that weren’t even in the ice storm were complaining about JetBlue’s terrible customer service.
The context for my letter with all of the materials I have viewed in mind, would be sincerely apologetic. I would address the people who were directly affected by this crisis first and foremost, so that they know that my company is willing to go the extra mile to make up for any wrong we had done them. Then, I would address the people who were expecting to pick up loved ones and friends so that they know that our company can take full responsibility for our actions. I would make sure that any other readers will feel touched by the sincerity of the letter so they do not lose faith in JetBlue for future travel. The context will provide a foundation for me to really get the message I want to convey across, and maybe even be a positive thing because when your company hits rock bottom, you can only go up from there.
Comments
Comment
This is a good approach to the letter. It is obviously important to stay apologetic and take the blame for the events that took place. It was good that you decided to focus more highly on people that had more to lose with their flight being cancelled. Specifically you mentioned picking up loved ones. Above all, JetBlue must fight for their customers back. The context of their letter may be the deciding factor on whether a person feels they can really trust JetBlue anymore after such a fatal wound to their organization. But, Like you said, what doesn't kill a company may only make it stronger, so JetBlue can take the "all uphill from here" approach and guarantee they will not let a similar event take place. You should be able to provide a strong argument in your letter with this approach.
Response (4)
I agree with being sincerely apologetic. I think that this will let the client know that you and the company feel horrible for what has happened and that will never happen again. Having material to back that statement is very important, by suggesting the Customer Bill of Rights and such you can take. I thing it was also very creative to address the people who were affected by not being able to pick up loved ones and such. That also lets the customer know that you are looking out for their well being
Reading Response Week 4
I really like your approach to the letter. I also like this quote "maybe even be a positive thing because when your company hits rock bottom, you can only go up from there." I couldn't agree more. I use the quote, Character is defined not by the highs, but when you are knocked down how fast you get back up. Something along those lines, essentially I am that Jet Blue has the opportunity to correct some mistakes and really better their company because of it.
I also like how you said you want to address those people that were picking them up or family members, etc. I thought that also and I think it is a valuable thing to do. Everyone was affected by this event.
Finally, I watched your video when I was searching and I drew the same conclusion that overall people just wanted to go home. Go anywhere but an airport really. I got a feeling of desperation!
Reading Response Comment
I also agree that your letter must take a very apologetic tone. Many customers are probably very frustrated with jetBlue and you have to make sure you keep an apologetic tone. Sometimes even an apologetic tone does not get the job done when customers have been disapointed with services they have recieved. You should always offer compliementary items especially in a matter of this sort. When writing my letter I was very apologetic and sincere, but I also let my customers know how important their business was and how we were working to improve our company.
I also agree that you have a
I also agree that you have a great approach to your business letter. Not only do you plan on addressing the passengers, but also loved ones/friends, and prospective passengers. With this approach, I believe that you have the power to persuade the passengers to reconsider and also prospective customers to fly with JetBlue. You brought up a good point that when a company hits rock bottom, you can only go up from there. Identifying the problems and offering solutions, creates a better opportunity for a company to regain its reputation and create a better image in the marketplace. In your case of writing to three different audiences with similar negative views, it is important to be careful with your wording because each audience will respond differently.
This also may be a difficult approach in the sense that you are trying to address the letter to too many audiences.