David Carroll is my kind of guy.
I heard about the following story a couple of weeks back but never got a chance to post about it. It's the story about how United Airlines refused to take responsibility for breaking the guitar of Canadian musician Dave Carroll. His Byzantine-like trials and tribulations with the unresponsive airline is something most people can relate to. I know I've had to deal with irresponsible indifference when it came to customer/company problems. Incompetent workers are a reflection of a bad company - plain and simple.
What made this story all the more stunning is that United decided to do the right thing...only after Carroll's creativity led him to post a music video on youtube. The video is up to 4 million hits and not wanting to face bad publicity the company decided to act.
If only they had shown initiative one year ago when all this happened!
Seriously, how hard can it be to do the right thing? How arrogant and daft does one have to be to not handle this case properly? My how low our standards have dropped! It doesn't take a genius, a management degree or 10 years experience to know how to deal with such problems. You just have to have some empathy and match it as best you could with company policy.
These are the sort of stories that angered me during my years at the bank. The same type of bullocks happened there when managers (in title only) consistently made assholic decisions that ran contrary to their hypocritical "customer is first" rhetoric.
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