United Breaks Guitars – Power of Social Media

Dave Carroll from the Sons of Maxwell had his Taylor guitar mishandled by United Airlines about a year ago. They didn’t want to fess up, so he got even by writing a song as well as a creating a video. In a matter of a week or so, the video has had over 3 million views and counting.

Don’t underestimate the power of Social Media. It can be a powerful tool, but it can also work against you of you are on the receiving end. The lesson here is to deal with Customer Service issues promptly, but also ensure that you are constantly monitoring what’s being said online about your company and your brand .

Here’s the Video.United Breaks Guitars I can’t seem to get the tune out of my head.

Here is also his official statement from an undisclosed warehouse in Nova Scotia

Update: Dave Carroll has added 2 follow up since United Breaks Guitars debuted in 2009: 

United Breaks Guitars 2

United Breaks Guitars 3

The United Airlines Saga Continues…

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  1. Don Francis says

    This is a perfect example of the effect our actions can have. You never know who is watching, but you can be sure somebody is.

    This would be a great addition to the “Give ’em a Pickle” training.

  2. Don – Great Idea!

  3. My wife had the wonderful experience of being taken off United by a very gruff and impolite flight attendant after she was already buckled into her seat!

    She had paid her ticket months in advance but was told they needed her seat because they had a crew member (dressed in shorts and a T shirt) who needed to get to his next flight. When my wife said no, they told her they would get the police (which they did). And she was treated terribly. United’s attitude – too bad, so sad, NEXT!

    They had asked for volunteers once in the terminal and no takers. So because she was in row 3 and had no luggage they picked her. They said it was because she had the lowest fare ticket!

    The rub is that she was on business and her company spends millions of dollars with United. It ain’t over yet…

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