jetBlue Dance Marathon
Remember the major ice storm on Valentines Day in 2007? Jet Blue cancelled 1000 flights. Passengers were stuck on planes for up to 9 hours. There was no way to get rid of this skeleton. They could have let it just stand there and scare people off. Instead, they made it dance.
Read moreProtected: The Hot Spot List
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Read moreThe Double Dog Dare
Skeletons in your closet? Masters of mistake management know when and how to make them dance. Here’s a good example from the newspaper industry.
Read moreSpecial Feature: Inspired by Eve Carson
Eve Carson was President of her high school in Athens, Georgia. She was valedictorian of her class.
She went to UNC Chapel Hill as a Morehead Scholar, was Phi Beta Kappa and selected as a North Carolina Fellow. She spent her summers studying and volunteering in Wyoming, Ecuador and Egypt. She was President of the Student Body.
She always had time for people. Loved to have dance parties. Looked for the good in everything and everyone. Fun, fun loving and loved by so many.
With all of these (plus many more) activities, she still had a 3.9 GPA and was scheduled to graduate in May 2008 with highest distinction in biology and political science.
Two months prior to graduation, she was gunned down in what police called a random act of violence.
Read moreMovie of the Week: The customer is always right?
How do we train someone to be ready for dealing with angry customers? Hopefully it doesn’t happen enough at your place for you to be flush with examples. You could do “what if” exercises. For most people, movie clips are even more effective. Here’s a good one, plus discussion questions to go along with it.
Read more10 Reminders About ANGRY Customers
This approach is far better for productivity, morale and overall business performance. It requires In order to do that, a mind shift is often needed…one that makes it possible to hear customers in a different way. It’s amazing how resolutions change when the customer feels heard.
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