What we think...
The story of Dave Carroll’s broken guitar caught my eye this week. It shows just how far consumer power has come. United Airlines managed to break the little-known singer’s prized guitar while he changed planes in Chicago – the mishandling could clearly be seen from the plane window. After a year of trying to get compensation, Mr Carroll decided to use the best assets he had – his (repaired) guitar, his singing voice, and YouTube.
The result? To date over 3 million hits, he is selling his song very well on iTunes, and there are 2 more songs in the pipeline. And a very, very embarrassed United Airlines, who have shot themselves well and truly in the foot. They offered compensation once they knew what Mr Carroll would be doing – but that was far too late. Their stock price plunged 10% and cost shareholders $180m – rather more than repairing the guitar.
United’s name is now associated with mishandling of baggage and an uncaring attitude. It will take a great deal to repair this – much more then that broken guitar.
This story really does show the power that is now in the hands of the consumer. And it shows also how vital it is to ensure that all employees understand what it takes to offer the right service – in this case by treating property as if it were your own, and if there is a problem to act appropriately and swiftly. This is really a story of poor service and uncaring attitudes.
I am about to fly to Texas – on United. Guess where I’m changing planes? Chicago! Better leave that guitar at home then …