Radclyffe Consulting, LLC

Jet Blue - A Good Service Recovery? Better than all

At least the CEO of Jet Blue is not in hiding in the wake of the scheduling scandal last week.  In fact, he is doing his best to take responsibility for his company's lack of performance by offering a new service policy.

Whether you agree with his service recovery strategy or not, you have to give him credit for facing the music and attempting to placate the masses with vouchers. 

I for one am sick of the airline industry acting like they are not responsible for how they handle things "out of their control."  When my flight was delayed out of Newark because of a maintenance issue with the plane, the gate agent rhetorically asked me, "Well, you wouldn't want to be on an unsafe plane, would you?" 

Malfeasance or Ignorance? The Apprentice Sunday, February 18, 2007

Here we go.  The Apprentice provides me with so many opportunities it's hard to select which topic to go after.  But on this one, I am going to focus on whether the team deliberately "threw" the project or were just stupid.

So, you work on a team for a boss you don't particularly respect.  You find out a piece of information that is of critical importance to the success of the project on which you are working.  Either you don't recognize it's importance or you do recognize it's importance.  It's that simple. 

You Never Know When a Crisis Will Happen - Just ask Jet Blue!

Oh, boy!  When I saw this on the news my heart went out to the CEO, David Neeleman, who is reportedly "humiliated and mortified."  This is another example of a leadership lesson he couldn't live without. 

It's frustrating for me personally, because it is my job to convince CEOs and senior executives to invest the money up front in their talent and infrastructure so that when a crisis happens, everyone knows exactly what to do, how to do it and has the skills to do it effectively.  I can't tell you how many executives gamble that a crisis isn't going to happen to their company. 

Play Nice With Others

What is it about people in business that they can't figure out that it is important to learn how to "play nice with others?"

While we know that corporate America is a very competitive business and when it comes down to it, the individual must stand on his own merit, it doesn't mean colleagues need to be obnoxious and even cruel to each other.