#JTInTheRaw Show 118 | How PEAS Make Customers Happy!

By JT | October 22, 2018

#JTInTheRaw … #JTRant what one lady has done to f$*k the Jetstar brand – exacerbated by the ‘customer service’ rep … #JTInTheRawShow118

Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.

www.activemgmt.com.au

Posted in JT In The Raw and tagged Business Coach, fitness business, Justin Tamsett

63 Comments

Alan Leach on October 19, 2018 at 08:04

Howdy Justin
- Justin Tamsett on October 19, 2018 at 19:54
  
  Lisbon looked awesome . . . any hints on dates & location for 2019 Alan?
Daniela Secondnaturefitness on October 19, 2018 at 08:05

That happened to me when I went to Filex
- Justin Tamsett on October 19, 2018 at 19:50
  
  Frustrating right Daniela?
- Daniela Secondnaturefitness on October 20, 2018 at 11:55
  
  Yep buggers! I look else where for my flights now.
Katie Turner on October 19, 2018 at 08:06

Yesssss Bondi Radio! We are on??
- Justin Tamsett on October 19, 2018 at 19:52
  
  Cannot wait Katie . . . http://www.bondiradio.com.au
Katie Turner on October 19, 2018 at 08:06

Yesssss Bondi Radio! We are on??
Ryan Johnston on October 19, 2018 at 08:12

Hi JT. Is big D in the house today?
Matthew Overton on October 19, 2018 at 08:13

Give it to them JT
- Justin Tamsett on October 19, 2018 at 19:52
  
  Hmmmmm . . . but will they listen? Will they change?
- Matthew Overton on October 19, 2018 at 20:23
  
  I think that they will listen mate! Hope you are well as well as Robbie and Zoe
Eugene Downing on October 19, 2018 at 08:14

Great to see you Darren Rush , taking action on personal development. Love it!
- Darren Rush on October 19, 2018 at 08:15
  
  Hey Eugene, always ?
- Darren Rush on October 19, 2018 at 08:15
  
  Hey Eugene, always ?
- Justin Tamsett on October 19, 2018 at 19:48
  
  First time watcher Darren?
- Darren Rush on October 19, 2018 at 20:32
  
  Hey Justin Tamsett Yes Eugene put me on to you. Really good value
- Justin Tamsett on October 19, 2018 at 20:50
  
  Darren well when you cannot sleep over the weekend you can binge #JTInTheRaw https://www.youtube.com/channel/UChVtQaoJnyeFbttw4s7CvWg
John Penhallow on October 19, 2018 at 08:14

Oh dear! We are flying down to Hobart tomorrow with JetStar. Hope we have a better experience than you JT. To date we use JS sparingly and mainly as Reward Flights with QF points and have no complaints to date.
- Justin Tamsett on October 19, 2018 at 19:49
  
  Good luck JP . . . I’ll be thinking of you!
Ryan Johnston on October 19, 2018 at 08:15

Just fly air nz mate ?
Ryan Johnston on October 19, 2018 at 08:15

Just fly air nz mate ?
Susan McGregor on October 19, 2018 at 08:15

Stick a bloody big Grievance to them ❤️
- Justin Tamsett on October 19, 2018 at 19:50
  
  Did that on Twitter Susan and #wasteoftime -> #deafears
- Susan McGregor on October 19, 2018 at 19:53
  
  Justin Tamsett isn’t that always the way when people make noise !
Nikki Williams on October 19, 2018 at 08:15

I think this is so important and happens in some of the gyms I experience. Wrong person on the desk in some cases.
- Justin Tamsett on October 19, 2018 at 19:48
  
  Totally agree Nikki . . . hey congrats on your new job!!! Are you excited?
- Nikki Williams on October 19, 2018 at 20:41
  
  Thanks. Very excited. PLUS the timings are right watch you live more often so YAY for me!
Alicia Breasley on October 19, 2018 at 08:15

Jet star lost us years ago!!
- Justin Tamsett on October 19, 2018 at 19:51
  
  I had no other option . . . ARGHH!
- Alicia Breasley on October 19, 2018 at 20:54
  
  Sorry JT – thought I’d deleted this one, decided it wasn’t particularly helpful! ?
- Alicia Breasley on October 19, 2018 at 20:54
  
  Sorry JT – thought I’d deleted this one, decided it wasn’t particularly helpful! ?
Daniela Secondnaturefitness on October 19, 2018 at 08:16

PEAS and Smile
- Justin Tamsett on October 19, 2018 at 19:53
  
  You like PEAS?
Ryan Johnston on October 19, 2018 at 08:17

Give big D a cuddle from me
- Darren Shaw on October 20, 2018 at 19:47
  
  Love you to buddy
Ryan Johnston on October 19, 2018 at 08:18

Thats one sexy man
Alicia Breasley on October 19, 2018 at 08:56

Great job JT! I hope JetStar take you up on the offer! ??
- Justin Tamsett on October 19, 2018 at 19:51
  
  I wish they would . . . hope they do . . . but doubt it! I’m probably cheaper than who they use now!!
Alicia Breasley on October 19, 2018 at 08:56

Great job JT! I hope JetStar take you up on the offer! ??
Elisa Valentini on October 19, 2018 at 09:51

Just one step back in the customers service chain ….
Your experience with Jetstar made me think about one of example that Simon Sinek often uses to explain the circle of safety in a company and how employees feel. And consequently how they behave when they are at work.
https://www.youtube.com/watch?v=sKoDOZFtNu4

Many people had an experience similar to yours with Jetstar, as you said you found out. I think this says a lot about how the company (Jetstar) treats its employees, and this treatment reflects directly on how employees treat customers. (or alternatively, for some obscure reason, Jetstar is hiring on purpose many people who are bad at customer service – I do not think so 🙂 ).

Bad leadership –> employees are not feeling safe, respected and motivated at work –> this can be the root cause of bad customer service on a “large scale”.
After all, the company *completely* missed up the point of your feedback: “how people feel when they use the service they’re offering”. They were only focused on the policy that needed to be followed.
Their answer reflects probably their leadership setup and how they treat their employees from the *safety*, trust and motivational point of view (to link all this to the last week show: morale and motivation).
- Justin Tamsett on October 19, 2018 at 19:55
  
  Love it . . . . ?
- Justin Tamsett on October 19, 2018 at 19:55
  
  Love it . . . . ?
Justin Tamsett on October 19, 2018 at 19:47

If you missed #JTInTheRawShow116 I talk about the first impressions – watch now . . . https://activemgmt.com.au/jtintheraw-show-116-your-people-do-really-create-the-impression/
Justin Tamsett on October 19, 2018 at 19:53

Hey hey hey … morning EV!
Kate Seehusen on October 19, 2018 at 22:50

You do practice what you preach Darren Shaw ??
- Darren Shaw on October 20, 2018 at 19:46
  
  Of course. What do you think?
Kate Seehusen on October 19, 2018 at 22:50

You do practice what you preach Darren Shaw ??
Andrew Reason on October 20, 2018 at 21:06

First
Bill Koster on October 20, 2018 at 21:43

Interesting
Lachlan Creighton on October 21, 2018 at 10:26

Morgan Bills
- Justin Tamsett on October 21, 2018 at 11:12
  
  Hahahaha … big sledge on Jetsar Morgs … still love Qantas!
Steve Ankers on October 22, 2018 at 20:36

Jetstar is Crap…
- Justin Tamsett on October 22, 2018 at 20:40
  
  #Crapstar
Steve Ankers on October 22, 2018 at 20:39

11kg. We had ex Jetstar staff working for us – They get paid team bonuses and then have internal competitions…
- Steve Ankers on October 22, 2018 at 20:41
  
  Yep. Unfortunately they fly regularly to Cairns so often on them…
- Justin Tamsett on October 22, 2018 at 20:44
  
  #Monopoly benefits!