Leadership Tip
Customer Blues
Recently Jet Blue airlines
left passengers stranded on an airplane
for over ten hours.
Needless to say, this collapse in the system
caused a loss of customers and business.
The CEO of the company went on
the Today show to apologize.
He took responsibility for the disaster.
He said they would do things differently.
The company took out full page ads in newspapers.
Lastly, Jet Blue created a passenger
Bill of Rights guaranteeing passengers
certain rights in these unacceptable situations.
These measures show service recovery in action.
Studies show that when problems are solved
after a disaster or poor service,
customer loyalty often increases.
What does your organization do
when something goes wrong for your customers?
How do you treat your customers?
What would you create in your Bill of Rights?
The weather, which began much of this fiasco,
is unpredictable. Your response and how you choose
to treat your customers should not be.
Leadership Tips Archives
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2005
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