One of the most important lessons in crisis management is that you will change, your organization will change. Will it be for the better? The Chinese character for crisis, I learned some time ago, can be translated “risk” and “opportunity.”
It appears that the judgment of the best minds on crisis management is that JetBlue did very well and that they may very well come out ahead–with their brand enhanced around the position as the best in customer service. That seems a big statement given the excessive media coverage about their nightmare of Valentine’s Day. But, Richard Levick, one of the most well known and respected names in crisis communication gives an explanation as to why this may very well be the case.
Perhaps an even more interesting reference in this lengthy post is Levick’s take on BP after their year of troubles. Being close to many of these people and their situation I have been careful not to comment much about BP, but I am much encouraged by Mr. Levick’s comments about BPs recovery.