 OUR TAKE -
Customer Service Conspiracy?
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If a man does not keep pace with his companions, perhaps it is because he hears a different drummer. Let him step to the music which he hears, however measured or far away.
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Henry David Thoreau
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Remember the discussion about the guitar man who wrote songs chronicling his bad airline experience (United Breaks Guitars)? Readers were evenly split on whether or not the attention garnered by all this attention was a PR nightmare. Certainly, he took advantage of a bad customer experience to further his career.
Recently, the guitar man made a keynote appearance at the RightNow users conference (excellent move, RightNow) to "provide a firsthand look at the repercussions of a bad customer experience left unresolved." He told the audience that United had actually lost his luggage on the way to the event allegedly kicking off a "second media storm of attention."
OK, here's my take. While I find great humor in the use of social networks to highlight United's bad service, I find it nothing less than astonishing that even after being so mistreated by the airline, he is still a customer. I suspect something bigger going on here.
Is this guy a glutton for punishment or is he looking for material for his next song? Maybe he is really on United's payroll? Why is he still flying the airline that damaged his prized guitar? Maybe both sides - United and the guitar man - are finding great benefit keeping the story alive. I smell a conspiracy. That's my take. Do you know why guitar man still flies United?
Gary Lemke, Publisher
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