In 2008, musician Dave Carroll boarded a United Airline flight. At the end of the flight, the airlines baggage handlers broke his $3,500 Taylor guitar. He spoke to the flight attendant and she rudely cut him off with Dont talk to me. Speak to the lead agent. He spoke to this so-called lead agent who also shifted responsibility to another person. After nine months of aggressively following up on the matter, the airline was unwilling to compensate him for the damage done to his guitar. So he wrote a song titled United breaks guitars and uploaded it on YouTube. 13 million people watched it and the companys stock fell by 10% costing them a loss of $180 million. This created major global embarrassment for the company. They were now willing to compensate but they were too late. It doesnt matter your profession. It doesnt matter whether you own a business or you work for someone. It doesnt matter which department you are in; be it client service, operations or manufacturing or whether you are a church or an NGO. We are all in the customer service business. The customer is the single most important person in the business. If you play with him, he can make you go hungry. In the 21st century, a dissatisfied customer has so many avenues to vent his anger. So whatever business you are in, respect the customer. Treat him right. Statistics shows that businesses that prioritizes customer experience generate 60% more profit than their competitors!
Posted on: Mon, 22 Dec 2014 07:49:13 +0000
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