JCOM 2310 - Dave Carroll, "United Breaks Guitars."

"JCOM 2310 – Dave Carroll and “United Breaks Guitars.”

            United Breaks Guitars"

            Most of us have flown before and had either positive or negative experiences. If I am not mistaken airlines pride themselves on putting customers first and making us their top priority. I have flown numerous times within the last year alone and it is easy to see those who care about you as a passenger and those who in all reality could care less. There are so many things passengers pray will go as planned when they travel. Each airline that delivers and gives them what they paid for will continue to progress. Dave made a difference by taking a negative experience and really going above and beyond what most of us would call doing something about it.

            Dave makes a great point that it isn’t so much the guitar and the value of it but the sentimental value and memories with the Taylor guitar. The whole story goes back to the very beginning where every employee should take every customer seriously. I have worked in a customer service department and know doing that is not always easy. Of course when someone asks for something of significant value to be fixed, changed, or credited you can't immediately say yes. You can inform the customer what you will do and assure that each account is handled properly. There isn't only one major airline so they have to play their cards right to gain any advantage they can.

             United did a good job by not denying that it happened and admitting to it being damaged. The problem kept developing when each employee passed it on to another instead of taking full responsibility of the reality at hand.  There is a lack of testimonials and stories showing airlines doing more for their customers. Yes, we all love no luggage fees but what about free insurance on luggage for you messing up? That might never happen but anything you can do to assure that people wont have a Carroll moment will be beneficial. 

             He was creative as a musician and really had nothing else to lose. As we know the video has seen millions of views resulting in a huge blow to United as a whole. United Airlines didn’t keep up with the media’s reaction too well by lacking press releases, immediate contact with Dave, and what seemed to be hole in their crisis plan. Granted they ended up donating money to charity to save whatever face they could. He was extremely patient through the process, and even asked for a refund in the amount of money he paid to just fix his guitar.

            Through the midst of it all Dave posted statements and spoke to a variety of news sources and talked about the positives with United. He elected to have the money donated to charity and is even traveling around giving talks on customer service. We witnessed the power of media and how vital it is to stay up to speed in Public Relations. You really never know who you’re talking too, United took the blow but taught the world a lesson that millions of dollars rely on your customer service.