Jul 23 2009

United Breaks Guitars

Let me begin by saying that I don’t know if they do – break guitars that is.

I do know that Dave Caroll thinks they do.

On Radio4 this morning they interviewed this musician about an incident where, travelling with United Airlines, his guitar had been broken and he had not been happily compensated.

Now I don’t know the details of the strory but, according to Dave, 9 months of negotiations about compensation were fruitless so, being a musician, he wrote a song: United Breaks Guitars.

This song has had over 3 million viewings on YouTube, is 20 in the iTunes charts… you can bet your bottom dollar that United are offering compensation and posting their side of the story…

The point of my writing here is the power of social media.

Rightly or wrongly, a musician I’d never heard of, has brought a big corporation into the eyes of a very large public over an incident that would have cost them a very small sum to resolve properly very much earlier in the deal.

Customer Service counts.

Whether your business is small or global, it matters how your customers perceive you, especially if they are less than happy with your products or services. That’s one reason why 100% guarantees on information products sold on the internet are so powerful – they build customer trust.

So, if you want to see how one customer has “hit back”, click and watch United Breaks Guitars – it is very funny – if you’re not United!

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