Jet Blue Handles Level 3 Resistance Brilliantly

Posted in Uncategorized | Wednesday, February 21st, 2007 | 1 Comment » Trackback

So we can learn something from Jet Blue. When we’re wrong — apologize. Do it publically. And quickly. And do something significant to make amends.  

The CEO sent an e-mail to their customers. It includes a video clip of him talking to us. It is worth watching. It is simple. Direct. He appears sincere.  I believe him. Here’s a link.

http://www.jetblue.com/about/ourcompany/promise/index.html?source=ap_2promise

One Response to “Jet Blue Handles Level 3 Resistance Brilliantly”

  1. Tom Stratton Says:
    February 27th, 2007 at 2:22 pm

    Yes, and, I am not certain I saw customer and marketplace reaction that would indicate a “level 3″ resistance. The mistake was made, it was horrible and very maddening for those caught in the middle. It had happened before (with Northwest I believe several years ago) so it was not a “new” occurance. I did not see that Trust was broken (bent yes) and it appears Jet Blue has (had) a resevoir of goodwill with customers and the market on which to stand.

    So, I suggest the actions were terrific and exactly what was needed to prevent the conditions that would allow “level 3″ resistance to sprout, take root and take over.

    Tom

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