We reserve the right to close comments at any time. What options did United have once the videos had been launched? I think they have some problems that they have to change culturally, and I think if they bring more compassion into the conversation they'd be better suited. Even worse, the negative reviews are often on websites that rank high in search engines, so anyone doing a search on the company name will probably see them. He had a goal to reach a million views between the three videos. And throughout the business world, people began to realise that 'efficient' but inhuman customer-service policies had an unseen cost - brand destruction by frustrated, creative and socially connected customers. Dave's story of how United Airlines broke his Taylor guitar and the roadblocks that he encountered in having the company offer restitution and an apology resonates with many frustrated consumers.
Over 13 million people have viewed it, siding with him that bad customer service is just the worst. Back in 2008, United Airlines forced a musician to put his guitar in baggage. Dave succeeds with his book in the same way he succeeds with his video. Not the damage but the fact that United refused to even work with him…at all. After eight months of pestering the company for compensation, he turned to his best tool—songwriting—and vowed to create a YouTube video about the incident that he hoped would garner a million views in one year. I enjoyed his ideas about nonconfrontational conflict resolution.
You can program or create a song to get the desired response. I downloaded this book to get some concrete ideas on how to see results. The book provides the facts about what happened and shows how a guy born in a small town was able to leave an imprint on the world and challenge us to be better people, consumers and corporations. Excluding people you assume would never be your customers is not. While his anecdotal experience is unfortunate, the fact is that 99. It contains a lot of important lessons that can be learned by businesses, consumers, and.
In his insightful and entertaining presentations, Dave recounts his story while also delving into the importance of customer service, social media, branding, and the power of one voice to make a difference. Today, more than 150 million people are familiar with this story. United Airlines had broken Dave's guitar after his luggage had been checked on one fateful day. I mean, who hasn't been abused by an airline, but the way Carroll responded should be a lesson for the consumer and the corporation. United Breaks Guitars became a bit of public relations fiasco for United back in 2009. Instead of just being angry, Dave used his songwriting talents and channeled his frustrations in a positive manner by creating 3 songs and videos to get his message to the public and big business. Everyone received his book as a gift at the end of his presentation.
The tale behind the songs and videos, from the actual loss of Carroll's guitar to their production and release on social media, was interesting and well-written; it's also inspiring to know that any of us who has had a bad customer service experience can, potentially, make a difference not only in our situations but also have a much broader effect. He was widely condemned for that. While the location and the social activities are always the highlight, the business agenda is equally significant. I'm sure this was a form letter that was sent out to everyone who commented, but that's ok. Carroll had to change flights in Chicago where the staff of United Airlines wanted him to check both his Taylor guitar and his backup Ovation Elite as baggage.
Especially recommend this for teens and young adults -- you don't have to be powerless; your voice can count. It received more than that in just four days. His battle with them became a text book case of consumer affairs and what not do in public relations if you are a major corporation in this day of social media. In fact, Carroll made a little cottage industry of the passenger rage, writing follow-up vids and even publishing a book. But still annoying at times.
Also note the online United Airlines press room was silent on the issue, thus losing another opportunity to appease the growing online anger. Carroll went from someone who had never used PowerPoint to someone who understood the importance of social platforms like Facebook and Twitter. However, toward the end of the book I found Dave to be a little preachy and even a bit boastful. I have never seen a performer capture the hearts and imaginations of our employees like Dave did…when he was done I witnessed the longest standing ovation I had ever seen. I saw the video that everybody else has seen now.
You can start by reading United Breaks Guitars for inspiration. Thank you for signing up for the Present Moment Newsletter and special offers from Hay House. In this fascinating book, Dave will tell you how he developed the 'just do it' philosophy that made him the ideal man to take on a big company, what it felt like to be in the center of the media frenzy, and how he's taken his talents and become a sought-after songwriter and public speaker. And businesspeople will learn how companies should change their policies and address social-media uprisings. An impressive story, one that speaks volumes to entrepreneurs in the new social med I really enjoyed this book.
It would appeal to all ages and interests. Following his 2009 YouTube music video release called 'United Breaks Guitars,' about his poor customer service experience with United Airlines, Dave's career blossomed and he is now a highly-sought-after performer, content creator, author, keynote speaker, and consumer advocate. He shares the lessons he learns along the way. I'm the founder and publisher of Digital Music News, the authority for people in music. Apparently I'm one of the few people on Earth who didn't know anything about this YouTube sensation from a few years back.