I usually come up with ideas when I'm not expecting them. Yesterday, when walking back from The UPS Store, after having a great conversation with the manager Neal about customer service, a thought popped into my head about JetBlue’s woes with people being stranded on their planes. So David Neeleman, CEO of JetBlue, I offer this one to you for free, though I am not sure why you didn’t think of it earlier.
Whenever the status of a flight changes, or whenever it does not change within an acceptable time period, you get an email message. I am willing to bet US$1.00 that you have a BlackBerry (or if you are smart, a Treo 680!) and you are probably on it all day as it is. For example, if a flight does not take off within an hour of its scheduled departure time, you would know, and then you could find out why, and take appropriate action. This would surely have prevented people from being stuck on the tarmac for all of those hours.
Hopefully you are already receiving these emails as I write this. Many of the things we as people and businesses do are in reaction to something. If not, then a simple thank you reply in the blog is all I ask, though now that you are flying into Chicago...Business • (3) Comments • Permalink
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