Re-posted from MyCustomer.com:
The ‘United Breaks Guitars’ story has been back in the news recently following a series of posts by Gary Lemke of CRMAdvocate.com (Did it change everything? , Guitar Man back story & Wait a minute, Guitar Man), that provoked the ‘Guitar Man’ himself Dave Carroll to respond. Following Vladimir Dimitroff’s take on the public debate last week, Carroll has responded to MyCustomer.com to clear his name.
As 11 million people who have seen the ‘United Breaks Guitars’ on YouTube can attest, I’ve garnered a reputation for being the ‘poster child’ for how Social Media can be used as an instrument to correct a customer dis-service. The production of the video in 2009 changed my life in innumerable ways, taking me from the volunteer fire department in Halifax, Nova Scotia to the Customer Service speaking circuit globally (I admit, I have pinched myself a lot in the last 18 months!). I’m incredibly grateful for these opportunities and proud of the community of friends and followers this four and a half minute video created. And frankly, thrilled to have been able to use music and my band as a vehicle to tell my story and promote two passions of mine.
Dear Mr. Lemke:
In response to your recent blog: Wait a minute, Guitar Man, CRM Advocate
Your view that I was somehow unjustified to resort to social media without undeniable proof that my guitar was damaged during my flight with United Airlines is myopic and it reflects a much wider issue. By implying that the primary concern of big companies must be to protect themselves from the fraudulent activities of their thieving customers, you invigorate a corporate culture of distrust and deepen the chasm between consumer and corporation. Not taking responsibility for undeniably poor service today is precisely how big corporations are putting their brands at risk in age of social media. The fear and suspicion you are spreading in “your take” on my story is potentially very expensive to big companies. Just ask United Airlines.
Name of Hero: alan
Hero City: trenton
Submitted by: firefighter alan logan
i just what to say this is a nice song and i really like it thank you bother i am a firefighter thank you once more and stay safe bother
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