Today it seems like many of us are using some form of social media to share our personal lives with friends/family and/or help spread the word about our growing business. Dave Carroll is one of the many individuals using social media and the web to share is thoughts, feelings and life experiences. However, this story isn’t a positive reflection of Dave’s experience, but rather a very public bashing of the unsatisfactory service he (and his guitar) had on United Airlines.
Dave Carroll has used the social media video website YouTube.com as a tool to distribute his thoughts about United Airlines. Check out his video on YouTube: United Breaks Guitars. It is a very funny video explaining how United handles the situation and wouldn’t take responsibility for Dave’s broken guitar, even after Dave witnessed baggage handlers tossing his guitar around. The video is even ranking on the first page of Google, position #4 for the keyword “United Airlines.”
What does this mean for businesses? It means you have to take care of your customers now more than ever, especially if you want to remain in the customers good graces. Businesses are no longer able to take advantage of their customers, because customers are now fighting back more publicly than before. This public exposure helps keep businesses honest.