Comments on: An Online Community Apology…JetBlue http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/ Tue, 07 Oct 2008 15:34:56 +0000 http://wordpress.org/?v=2.3.1 By: When Not to Say Sorry : Social Media Mafia http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-4650 When Not to Say Sorry : Social Media Mafia Mon, 30 Jun 2008 15:00:50 +0000 http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-4650 [...] Jet Blue incident is frequently lauded as an effective way for a corporation to personally reach out and deal with the public during a [...] […] Jet Blue incident is frequently lauded as an effective way for a corporation to personally reach out and deal with the public during a […]

]]> By: Web Strategy by Jeremiah » Responding to Bad Press using Video, and Video Brand Hijacking http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-87 Web Strategy by Jeremiah » Responding to Bad Press using Video, and Video Brand Hijacking Wed, 28 Feb 2007 18:30:11 +0000 http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-87 [...] really should be elevated, he’s provided some coverage of Jet Blue’s execs humble and sincere video apologies and customer bill of [...] […] really should be elevated, he’s provided some coverage of Jet Blue’s execs humble and sincere video apologies and customer bill of […]

]]> By: Tara Hunt http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-89 Tara Hunt Sat, 24 Feb 2007 17:41:16 +0000 http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-89 I must say that I was super touched to just get the email from JetBlue...although I'm not surprised. Their commitment comes through in everything they do. From the time I book my ticket to the time I get off of the plane, feeling like I was treated like a human being, refreshed and happy to have traveled with them, JetBlue puts the same effort into everyday. That, to me, is the most important. Apologies are great, but how they treat everyone everyday is the big deal. :) I must say that I was super touched to just get the email from JetBlue…although I’m not surprised. Their commitment comes through in everything they do. From the time I book my ticket to the time I get off of the plane, feeling like I was treated like a human being, refreshed and happy to have traveled with them, JetBlue puts the same effort into everyday.

That, to me, is the most important. Apologies are great, but how they treat everyone everyday is the big deal. :)

]]> By: Tina Erwee http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-88 Tina Erwee Thu, 22 Feb 2007 08:58:52 +0000 http://communitygrouptherapy.com/2007/02/21/an-online-community-apologyjetblue/#comment-88 OK, so I was not affected. I still liked the apology :p. Apologies are important. An apology only really feels sincere if it has the following characteristics - and this counts for our personal lives as well: 1) It has to be personal - "I" and "We" messages 2) It doesn't contain a single "But" - any reservations added to an apology nullifies it! 3) there is some plan about how to prevent the situation from repeating Tina OK, so I was not affected. I still liked the apology :p.

Apologies are important. An apology only really feels sincere if it has the following characteristics - and this counts for our personal lives as well:

1) It has to be personal - “I” and “We” messages
2) It doesn’t contain a single “But” - any reservations added to an apology nullifies it!
3) there is some plan about how to prevent the situation from repeating

Tina

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