Monthly Archives: February 2007

Dave gets it…

We all mess up, but, most of us, don’t have the guts to ‘fess up when we do — never mind the act of publicly ‘fessing up. That’s really hard. I recently heard that Hollywood types are coached into rehab after they mess up by their PR/Branding people, to spur public sympathy for the messup. Check out David (JetBlue’s CEO) apologizing here (and their customer ‘bill of rights’). When’s the last time you said you apologized publicly to a group of people that count on your business or organization? What would your customer/supporter “Bill of Rights” say?