On a couple of prior occasions I've posted about the need to be responsive to customer concerns and complaints (see here and here). Doing so can go a long way to maintaining good relations with customers, avoiding litigation/arbitration and regulatory investigations, and maintaining a good reputation in the community. Smart readers of BDLawBlog know that resolving matters appropriately, even if not as the customer wants, can minimize problems down the road. But, does it get played out at your firm, or is the "United Breaks Guitars" mentality present and at work each day?
Don't understand? One of the latest video sensations on Youtube is the story of Dave Carroll, a musician with the band Sons of Maxwell. Dave and band were flying to or from a gig when, he claims, United Airlines broke his Taylor guitar (a nice guitar by the way). Dave tells the story of what happened, and how he tried to resolve the matter with the folks at United, only to be rebuffed for about a year. Apparently, after not getting anywhere on his claim to have United pay the repair bill for his guitar, Dave told the folks at United that he would write three songs and do music videos for them, distributing them on them internet. So far, he's kept to his word. Video #1 has been viewed nearly three million times on Youtube as I write this. And, when you google "United Airlines", about 40% of the first page results deal with Dave and his story, and his video. United's response, if there has been one, is lost in the attention to Dave and his story. And, according to Dave, the two other songs are coming. I think he wins this battle, and the poor PR example set by United can teach us all a lesson or two. Take a few minutes and watch the video and enjoy a few laughs!
