United breaks guitars

Before I invoke my personal opinions about the United Airlines/Dave Carroll controversy, let me first give a brief overview of the scenario. A Canadian country singer, Carroll, and his band were on their way from their native land to play a gig in metropolis we know as modern day Nebraska. Because old Canada is a lengthy distance from the cornhusker state, the band endured a short layover in Chicago. Long story short, the airline staff threw out the guitars of the band members onto the ground breaking them before their big show. Upset, and rightfully so, Carroll and the band fought United Airlines for some means of compensation for the space of about a year. The fight was temporarily in vain for these Canucks due to their lack of purchasing baggage insurance.

That brings us to the outcome of what became of this sticky situation. United decided to stay firm with their policy, clearing them of any liability despite Dave’s threats to exploit their poor display of service via his musical ability on Youtube. After the ultimatum for compensation was pitched the band proceeded to release a viral video that openly slammed the airlines poor service and inability to handle their problem in the way they desired.

Sometimes it becomes necessary to sacrifice a small investment in order to save and or make money in the future, financially speaking. In hopes to save a few dollars, 2,500 to be exact, United Airlines saw a huge spike in their stock and lost credibility with their general public. It is tough to think long term but it is so necessary. Naturally, I think that the airline is at fault here for not resolving the issue of someone of such precedence. The best word of mouth comes from those who are listening! Also known as fans of famous people. I do give United credit for their attempt to stick with the plan and stay true to their policies. It’s too bad it back fired on them.

As for Mr. Carroll, he handled things beautifully. He remained civil and persistent in his appeal to the violence shown to his sweet guitar. When I had first heard the story, I thought he was looking for a freebie in all of this garbage. But as they say in the National Football League: Upon further review…his case is quite legitimate.  In fact he was quite tactful in his approach and patience with the major airline. Not only was he incredibly effective in exploiting poor service, but he boosted the publicity of his band to the max!

 He used what I like to refer to as the Comcast tactic. The cable provider Comcast offers deals that are not set in stone but negotiable to those who know better. In order to retain clientele, the provider is willing to meets the needs of a customer in order to maintain satisfaction. If the customer is dissatisfied with the service provided or the price he or she is paying they can have leverage to threaten to leave the company and join another service. In order to save the  account and thousands of future dollars, Comcast will offer a better more feasible rate to those who have truly been wronged or are deserving loyal customers.

A few dollars a month is no sweat of the back of a major corporation, and shouldn’t have been to United Airlines, to save face and maintain a handsome public report. However, mistakes are to be learned from. I learned a few helpful tips from both sides of the party of what to do and what not to do in terms of resolving customer issues.