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Customer Disservice
Going Viral
In our last newsletter, I shared a great experience that I had with a Delta customer service rep, with the natural implications of all the positive things that go with this experience.
This week, I am sharing the exact opposite experience that a musician named Dave Carroll had with United Airlines back in 2008. Dave was on board a United plane in Chicago waiting to change flights, when he heard a fellow passenger exclaim. "My God, they're throwing guitars out there!" It just happened to be Dave's $3,500 Taylor guitar, and as you might guess, it did not survive the experience.
After battling for 9 months with United to be compensated for his loss, and exhausting all possibilities of a settlement, he decided to compose a song about the experience and post it to YouTube.
With nearly 16 Million YouTube views now, along with multiple appearances on every morning, evening, and late night news and talk show and a book deal, United extremely regrets that they didn't make a better effort to settle. In the new paradigm of the internet, it only takes ONE dissatisfied customer to become your worst nightmare and do more damage to your business than the positive
influence of 1,000 happy ones.
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