I received the message below in an email. As I’m becoming increasingly interested in the radical and surprisingly unrecognized change in the role customer service plays in brand equity and overall communications strategy, I watched the video referenced in the message. I do not recommend that you watch it. It’s terrible. But I did find a video of Dave Carroll speaking at a brand conference. I do recommend watching this video at 4:00 minutes and 10:00 minutes.
A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar ($3500) during a flight. Dave spent over 9 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 over 6 million hits. United Airlines contacted the musician and attempted a 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, which has led to a sharp increase in orders.
Here’s the video http://www.youtube.com/watch_popup?v=5YGc4zOqozo