Thursday, July 09, 2009

good customer revenge

( I added this to Sprite's Keeper - Spin Cycle <= check it out for other good stuff)


Customer revenge is something that should never need to occur. Maybe it's just an old saying now but does anyone remember, "The customer is always right"?

Sure there are some customers that try to take advantage but that is NOT typical. Typically, there's an error, misunderstanding, flawed product/service or maybe an employee who is just angry.

Hey Airlines - your product is service!

A service that angers, disappoints or fails to serve is NOT one that will have return customers.

I've received both good and bad service from Airlines over the years. Guess which type I remember and likely to tell others about - the BAD service.

Back to the story -- Canadian musician Dave Carroll
is enjoying some good customer revenge. He created a viral video - a ballad of his guitar breaking by United Airlines.

I found this story on the Chicago Tribune site (United's HQ is Chicago). Funny/dumb quote by United spokesperson.
"This struck a chord with us"
WHAT did it play a chord when you dropped it???

Dave wrote this about the story (from his web site):

".....I’ve been done “being angry” for quite some time and, if anything, I should thank United. They’ve given me a creative outlet that has brought people together from around the world. We had a pile of laughs making the recording and the video...."






other bad airline examples:
frequent flyer scam
fighting a blogger

8 comments:

Ocean Girl said...

Flying is a necessity, a good service is one that takes you to your destination.

I would rather drive and see the beautiful country.

lisleman said...

@ocean girl - given your island type location (big island maybe?) I'm surprised you would rather drive.

Maybe I'm wrong but you probably don't have the choice too often.

Living on this big land mass of North America we can drive very far but it's time consuming, sometimes boring (that's an attitude thing but after 300 miles of road you're tired) and possibly more expensive.

I want more than just being taken to my destination. I expect my luggage to make it and be comfortable during the trip.

Sprite's Keeper said...

That is the most creative complaint letter I've ever seen!
Thanks for the laugh and hopefully United bought stock in Taylor Guitars! You're linked!

lisleman said...

@SK - I've been in meetings with some of United's management in a past job. Let's say we are fortunate that management doesn't fly the place. We would all be going in circles.

thanks for linking.

Beccabec said...

Awesome! That gave me a good laugh this morning. I hate flying but it is a necessary evil. Especially since I have had to fly United MANY times.

Mama Badger said...

I saw that one right after it happened. He's hysterical. I remember the airline rep even laughed at the video.

For the record, I think the customer is less right lately. With the economic downturn, I've found so many people who want a bigger or better deal and think that being a "bad" customer will get them what they want. Sigh.

lisleman said...

@beccabec - thanks believe it or not I've heard that flying was fun sometime in the ancient past.
@mama b - well there's always two sides to an argument but when you have choices you'll go with the good service.

lisleman said...

@beccabec - thanks believe it or not I've heard that flying was fun sometime in the ancient past.
@mama b - well there's always two sides to an argument but when you have choices you'll go with the good service.

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