13 August 2012

I love this You Tube clip about the broken guitar….

I am sure that most of you have heard about this, but just in case you haven’t, here is a great You Tube clip from a passenger who complained about his guitar getting broken by United Airlines baggage handlers. To date the clip has had 12.5 million views and Dave Carroll, now has a bestselling book and a career as a keynote speaker as a result of his experience.

Lots of lessons to be learned here, not sure which one I like the best – take better care of your customers, deal with complaints better, use social media to complain or how to make a new career out of a crappy experience. Love them all.

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