Tuesday, 10 May 2011
As a former Customer Care manager, I have been impressed for years with the high quality of service JetBlue offers. I have always noticed that their employees appear to be genuinely happy and enjoy serving the public. It was fascinating to visit their headquarters and have a window into their behind-the-scenes activities.
Eddie Jones, a manager of strategic communications, presented as an energetic, positive, and supportive person who did a terrific job with the material. It became evident to me that JetBlue's secret is that they take excellent care of their employees so that their employees can take excellent care of their customers.
I shared my personal experience with clinical depression as Eddie requested, along with information about Families for Depression Awareness' mission and resources. I answered inquiries about diagnosis and medication and how depression has impacted my work life. The employees were engaged and asked thoughtful questions. Afterward, a Human Resources employee approached me with complimentary feedback and relayed that based on what I shared, she believes her mother may be struggling with clinical depression. I encouraged her to review the wealth of information on the website and welcomed her to contact me or someone from this organization in the future.
Overall it was a very meaningful experience for me. Every JetBlue employee I met was warm and helpful and they took exceptional care of me from arranging my flight to ensuring I was able to navigate safely with my crutches (I had previously injured my ankle). It is comforting to know that compassionate companies like JetBlue are raising the bar in corporate America.
--Adrienne, Families for Depression Awareness Volunteer
Adrienne spoke at a Peer Assistance data training on April 11th in New York