The challenges with JetBlue over the past week have been well documented especially here in the Northeast. A company prided on customer service blew it. IT has also received much of the blame. So how did they respond? The company immediately created a customer bill of rights, they took out a full page ads in some of the nation’s largest newspapers to apologize, they emailed their frequent flyer members to say sorry, and the CEO, in typical web 2.0 fashion, posted a very humbling YouTube video.
Many companies respond very differently in difficult circumstances. Blame on employees, deflection to unruly customers, finger-pointing to partners and contractors…the list goes on. It’s how they persevere that really matters and what truly differentiates those unique companies. I think JetBlue actually turned a negative into a positive. I actually heard one story on the radio where a couple of JetBlue pilots took a $300+ taxi ride to upstate NY to retrieve a idle airplane and get it back into service. JetBlue could teach the rest of the airline industry a lesson! (Actually, I think they are…unfortunately the rest of the industry isn’t listening.)