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Dec 01

JetBlue on Soliciting Frontline Feedback

Even before the dust settled on the Sabre transition, we celebrated our sixth consecutive J.D. Power and Associates award. To remain focused on our achievement, we engaged more than 1,000 crewmembers in an initiative called Culture is Service. We asked frontline crewmembers what we should be doing differently to maintain our leadership position in customer service, and how we can better earn customer loyalty. Feedback from our service experts on the frontline was stunning in both its impact and simplicity, including, for example, offering early boarding to our Even More Legroom customers. This in turn, helps us attract more high-value customers.

(Emphasis added.)

Source: JetBlue Annual Report 2010 (ht)

Posted by Ryan Dunphey

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Nov 08

The Character of Frontline Employees

Delighting guests means putting kindness and intelligence into action. Often, delight comes from something small doesn't cost a great deal—offering a pot of tea to someone who arrives with a cold, for example. You can't script or incentivize staff to do this. It would feel mechanical and lack authenticity. And it's not necessary. If you have the right people on board, they come to work with that motivation. They take personal pride and satisfaction in seeing to it that the guests are well cared for. Just as important, you must select and develop the right people as front-line leaders so they can create an environment in which people can be their best.

Source: The Ultimate Question 2.0 (p. 211)

Posted by Ryan Dunphey

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