{"id":2494,"date":"2009-07-10T10:18:56","date_gmt":"2009-07-10T14:18:56","guid":{"rendered":"http:\/\/www.jasetaro.com\/blog\/?p=2494"},"modified":"2009-07-10T17:37:14","modified_gmt":"2009-07-10T21:37:14","slug":"united-breaks-guitars","status":"publish","type":"post","link":"https:\/\/www.jasetaro.com\/blog\/2009\/07\/10\/united-breaks-guitars\/","title":{"rendered":"United Breaks Guitars"},"content":{"rendered":"

How to turn bad customer service into a public relations disaster:<\/p>\n

Step 1: Break folk singer Dave Carroll’s guitar.
\nStep 2: Give Dave the run around for 9 months before finally telling him to get stuffed.
\nStep 3: Leave Dave so frustrated that he writes song called \u201cUnited Breaks Guitars\u201d, records it and then produces a music video that he posts on YouTube on July 6, 2009:<\/p>\n

<\/object><\/p>\n

1.4 million views and counting later United is apologizing and offering to make things right.<\/p>\n

Background Dave’s story here<\/a> and here<\/a> (including United’s response).<\/p>\n

Bottom line Dave Carroll’s story should be a lesson for every organization large and small… Social media is a game changer that can turn bad customer service into a PR disaster that can be far more costly than making things right in the first place.<\/p>\n

I\u2019d love to give United a hearty at-a-boy for offering to do the right thing but I don\u2019t believe for a minute they\u2019d be offering to make things right if they didn\u2019t have a major PR disaster on their hands.<\/p>\n

H\/T: Alex Eckelberry<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

How to turn bad customer service into a public relations disaster: Step 1: Break folk singer Dave Carroll’s guitar. Step 2: Give Dave the run around for 9 months before finally telling him to get stuffed. Step 3: Leave Dave so frustrated that he writes song called \u201cUnited Breaks Guitars\u201d, records it and then produces […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[8,187],"tags":[757,758,467,756],"class_list":{"0":"post-2494","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-culture","7":"category-music","8":"tag-dave-carroll","9":"tag-sons-of-maxwell","10":"tag-stupidity","11":"tag-united-airlines","12":"entry"},"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_shortlink":"https:\/\/wp.me\/pfpI7-Ee","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":3742,"url":"https:\/\/www.jasetaro.com\/blog\/2010\/11\/24\/janet-napolitano-next-step-for-body-scanners-could-be-public-transit\/","url_meta":{"origin":2494,"position":0},"title":"Janet Napolitano: Next Step for Body Scanners Could Be Public Transit","author":"Jeff","date":"November 24, 2010","format":false,"excerpt":"I linked to this piece from The Hill as a related item yesterday, but I think it deserves comment, so here we go: The next step in tightened security could be on U.S. public transportation, trains and boats. Homeland Security Secretary Janet Napolitano says terrorists will continue to look for\u2026","rel":"","context":"In "Politics"","block_context":{"text":"Politics","link":"https:\/\/www.jasetaro.com\/blog\/category\/politics\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":4256,"url":"https:\/\/www.jasetaro.com\/blog\/2011\/10\/03\/ron-paul-killing-of-anwar-al-awlaki-an-impeachable-offense-a-step-toward-%e2%80%9ctyranny%e2%80%9d%e2%80%a6\/","url_meta":{"origin":2494,"position":1},"title":"Ron Paul: Killing Of Anwar Al-Awlaki An Impeachable Offense, a Step Toward \u201cTyranny\u201d\u2026","author":"Jeff","date":"October 3, 2011","format":false,"excerpt":"I want to like Ron Paul, he makes a lot sense when he talks about monetary policy and the need for greater transparency and oversight of the Federal Reserve, but he loses me when he starts talking about foreign policy and says things like this: Ron Paul said Monday that\u2026","rel":"","context":"In "International Affairs"","block_context":{"text":"International Affairs","link":"https:\/\/www.jasetaro.com\/blog\/category\/international-affairs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":5334,"url":"https:\/\/www.jasetaro.com\/blog\/2013\/10\/24\/alan-grayson-toxic-idiot\/","url_meta":{"origin":2494,"position":2},"title":"Alan Grayson: Toxic Idiot","author":"Jeff","date":"October 24, 2013","format":false,"excerpt":"I haven't been paying close attention to politics recently so I was a little surprised when an old post about Florida Congressman Alan Grayson started receiving a lot views recently. It got me wondering what he'd done now... What he's done is completely jumped the credibility shark. Rep. Grayson has\u2026","rel":"","context":"In "Politics"","block_context":{"text":"Politics","link":"https:\/\/www.jasetaro.com\/blog\/category\/politics\/"},"img":{"alt_text":"Image courtesy Dave Levinthal.","src":"https:\/\/i0.wp.com\/www.jasetaro.com\/blog\/wp-content\/uploads\/2013\/10\/3utnX-300x227.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":3985,"url":"https:\/\/www.jasetaro.com\/blog\/2011\/04\/27\/breaking-white-house-releases-obamas-long-form-birth-certificate\/","url_meta":{"origin":2494,"position":3},"title":"Breaking: White House Releases Obama’s Long-Form Birth Certificate","author":"Jeff","date":"April 27, 2011","format":false,"excerpt":"Fox News is reporting that the White House has released President Obama's long-form birth certificate. He's expected to make a public statement at 9:45 a.m. Two quick questions, first, why now? And second, will this put end to the birther movement and Donald Trump's circus sideshow not quite presidential campaign?\u2026","rel":"","context":"In "Breaking News"","block_context":{"text":"Breaking News","link":"https:\/\/www.jasetaro.com\/blog\/category\/breaking-news\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1461,"url":"https:\/\/www.jasetaro.com\/blog\/2009\/02\/10\/stimulus-bills-health-care-provisions-hazardous-to-your-health\/","url_meta":{"origin":2494,"position":4},"title":"Stimulus Bill’s Healthcare Provisions Hazardous to Your Health","author":"Jeff","date":"February 10, 2009","format":false,"excerpt":"Buried in amongst all the questionable spending and policy provision of the democrats Stimulus plan is what amounts to a socialized medicine Trojan Horse. The bill calls for, among other things, the creation of a new government bureaucracy, called the National Coordinator of Health Information Technology. The goal of the\u2026","rel":"","context":"In "Health Care"","block_context":{"text":"Health Care","link":"https:\/\/www.jasetaro.com\/blog\/category\/health-care\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1269,"url":"https:\/\/www.jasetaro.com\/blog\/2009\/01\/02\/israel-and-hamas\/","url_meta":{"origin":2494,"position":5},"title":"Israel and Hamas","author":"Jeff","date":"January 2, 2009","format":false,"excerpt":"So far I've resisted the urge to comment on Israel's ongoing operations against Hamas... I just don't see any value in playing armchair general or armchair diplomat.This morning though I picked up my local paper and read this bit of idiocy in the Letters to the Editor: The Israeli attack\u2026","rel":"","context":"In "International Affairs"","block_context":{"text":"International Affairs","link":"https:\/\/www.jasetaro.com\/blog\/category\/international-affairs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_likes_enabled":true,"_links":{"self":[{"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/posts\/2494","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/comments?post=2494"}],"version-history":[{"count":0,"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/posts\/2494\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/media?parent=2494"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/categories?post=2494"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.jasetaro.com\/blog\/wp-json\/wp\/v2\/tags?post=2494"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}