Canadian musician Dave Carroll released the final part of his United Breaks Guitars Trilogy this evening, with a live webcast. United Breaks Guitars was an Internet phenomenon, showing that someone, after making a legitimate effort to settle his problems with a company, can call them out in a public forum.
We emphasize that one should make a legitimate effort to get a company to respond before bringing the issue in a public forum. As we’ve said, it may be the squeaky wheel that gets the grease, but do we want to be the sort of culture where the first reaction to a problem is an obnoxious and aggressive one?
Dave, admitting the attention he’s gotten from his video, and the positive career impact, has remained very aware of this fact? His videos have been good natured and fun, and went through three stages of emotional reaction to such an incident: anger, reconciliation, acceptance. As his video expresses, we hope United, and in fact all airlines have learned something from this. You can always do better to serve your customers. Never stop trying to be better and never settle for mediocre.
And now, it is finally over. In case you’ve forgotten, here are the previous two entries in his trilogy.
