Considering all the international disruption with flights in/out of europe recently the couple of incidents involving qantas planes over the easter season has probably been forgotten.But easter was significant for Qantas. They had 4 incidents in the space of one week featuring engine troubles, an exploding tyre and a cracked window. Their damage control processes all seemed to work affectively however and everyone was delivered safely back to earth.
As expected, the media jumped on Qantas' safety record and the organisation addressed the concerns accordingly. I expected that to be the end of it until another incident occured.
Qantas CEO Alan Joyce seized the moment to engage his customers. He sent an email (click the title link to read) to all his customers explaining in good detail what occurred, how and what was being done to address the issues. He also took the opportunity to reinforce the core values and deliverables of the Qantas organisation.
Many CEO's would be inclined to run away from all but the necessary damage control activities but Qantas has embraced it's service failures and used customer engagement for a positive outcome.
More service providers should take a note from this. Customers don't really want to hear everything's going well. They want to hear about how you manage the things that don't go well and that you understand their needs.
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