Guilty by recency

lost luggageUnfortunately for JetBlue, another storm hit this weekend. The storm left a lot of customers stranded but it seems to have done more harm to the US Airways brand than to JetBlue. The problem for JetBlue is that this negative customer service experience hit so soon after their recent problem.

The fact is, when you experience a disastrous situation and something similar happens again shortly after, the media reminds the public of your past problem and couples it with the recent problem. For example, in the headlines this weekend you could find sandwiched in the articles about the trouble at US Airways:

“Just last month, JetBlue stranded passengers on several planes for up to 10 1/2 hours during a similar storm. At the time, the airline said its inability to get planes deiced in accordance with the new FAA rules was a factor.” – SmartMoney

“Airlines, hoping to avert the type of storm-related service meltdown that stung JetBlue Airways Corp. in New York a month ago, began canceling flights on Thursday.” – Reuters

Once you have a major customer service meltdown and you begin the steps to recovery, you had better pray that the situation does not happen to you again (or to anyone else in your industry) in the near future or you’ll be thrown back into the negative press pool.

On a related note: KFC had better hope that McDonalds or Burger King does not have rats (or any other animal for that matter) running around in their restaurants in the near future!


2 Responses

  1. Bill,

    Nice to meet you over the TheDailyFix bookclub. This is a very good observation of a malaise in this country: the media loves to repeat itself and will chase a story into the ground. The fact that people were grounded again under similar circumstances was just too delicious to pass up.

    You’ve been blogging for a couple of months now. We all feel the temptation to add to an existing conversation, don’t we?

  2. Valeria,

    It is truly a pleasure to have you stop by! I appreciate your comments.

    My first intention when starting my blog was to not post it publicly. I am sure glad that I did not follow that idea – I have met so many wonderful people.

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