Reading Response
Submitted by jghender on Wed, 07/02/2008 - 17:19.
I chose a Youtube video similar to assigned video, the address for this video is http://www.youtube.com/watch?v=FYadgb2c-EU&feature=related. I chose this video because it tells of the struggles that the passengers on board the Jet Blue planes went through. After going through inconveniences such as being stranded on an airplane for eleven hours, lengthy delays and lost luggage you can image the type of mood that the customers might have been in. The customers would probably be very upset and demanding of Jet Blue officials.
The audience that I will be addressing in my letter to the customers is the unhappy victims of the Jet Blue crisis. These customers will probably be very upset and expecting a sincere apology and a promise that the events that they went through will never happen again. I imagine that most of these customers will be feeling abandoned by the airline and have lost faith in the company. I predict that an apology and promise will not fully satisfy them so I will have to relay in the letter that the company is doing all that it can to make sure that this kind of tragedy never happens again. The customers will probably be very skeptical about the letter so I will have to use words that give them faith in the company again. After watching the Youtube videos it is obvious that the customers, even with there high spirits, would be very demanding of a Jet Blue employee at the time the video was shot. I will gear my letter towards these upset customers and make them feel that the company cares about there feelings and will do whatever it takes to keep there business. The customers have been through a lot so it will take a lot of apologizing and convincing in order to gain there trust back and get them back on Jet Blue airplanes.
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Response to jghender
I composed my letter very similar to the way you described in your response. I addressed the unhappy victims as well. It is very important for JetBlue to make sure they gain the trust back from all of their customers. Even though it is hard to show this in a letter, I feel it is important to be sincere with the apology given to these customers, just like you mentioned. I also feel it is important to include what JetBlue is doing to improve their services. I haven’t gotten a chance to read your letter yet, but I feel the most effective way to do this would be to briefly describe the steps JetBlue is taking to prevent a future crisis from taking place. When writing my letter, I focused on being sincere; however, I also made sure I sounded professional as well. It is important not to lose sight of the fact that you are running a business, so you must remain professional at all times.
Response
I really like your thoughts and I think you have a good idea of what needed to be done at JetBlue to get the company back in it's feet. The video you chose shows that there are not only problems at JetBlue, but also at all of the other airlines. Even though JetBlue customers may be irate with the company for what happened, chances are good that they have already had or will have a bad experience with another airline. This means that it will not be impossible to win their business back, and a good apology letter will be effective. I think you understand the situation well and I bet you'll do a great job at convincing passengers to return to fly with JetBlue.
Response
I composed my letter in a fashion similar to what you described. Upset customers deserve a sincere apology, but it will take more than that for them to have restored faith in the company. Telling them that the airline is doing everything in their power to rectify the situation and prevent it from every happening again will certainly make an impact. I think that by doing this, customers will see how determined Jet Blue is to keeping a successful and consumer oriented company. I also agree with Morgan when she said to sound professional. Although we are apologizing profusely, I think it is important to keep a professional tone, otherwise it sounds like you are begging for forgiveness.
response
I think that regardless of all of the efforts Jet Blue has made to regain public’s trusts, there are always going to be a group of people who would always have strong negative opinions about the company. Personally, I think that JetBlue has done a tremendous job in dealing with the Valentine’s Day incident aftermath. As I have always thought, we all make mistakes at one point or another. I think that if you’ve tried hard enough to redeem your ‘sins,’ you deserve a second chance. However, if you keep repeating the same mistakes over and over again, that’s a different story. In the seven year company existence, JetBlue has had a good record in customer satisfaction. They messed up once, so what? Give them another chance.