Remember the customer has the last word

Following my last blog on the language of bad business, a colleague in the consumer movement sent me the clip below. It’s a great example of where the new media age allows customers to fight back and hit companies where it hurts - their reputation!

The YouTube clip below came about because of the frustration experienced by a Canadian musician named Dave Carroll who had a problem with United Airlines back in 2008. United apparently damaged his treasured Taylor guitar ($3500) during a flight. Dave spent over nine months trying to get United to pay for damages caused by baggage handlers to his custom Taylor guitar. During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for YouTube exposing their lack of cooperation. The Manager responded: "Good luck with that one, pal."

So he posted a retaliatory video on YouTube. The video has since received more than eight million hits! United Airlines has contacted the musician and attempted settlement in exchange for pulling the video. Naturally his response was: "Good luck with that one, pal."

(Taylor Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has led to a sharp increase in orders).  

Here's the video .....