Dave Carroll Music

Customer service start-up launches to help consumers resolve situations with companies

After United Airlines broke musician Dave Carroll’s guitar, he turned a bad situation into a good one. He wrote a song. It went so viral that United couldn’t help but see it and respond. He’s now made a career out of consumer advocacy.

The incident inspired Carroll and his co-founders to create the website Gripevine. Even if you can’t write a song, this site will help you get a response from companies you feel have wronged you.

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(Halifax, NS) Dave Carroll is proud to announce an agreement between himself and California based Hay House Publishing to share his United Breaks Guitars Story in print.

Says Dave: “I’m very excited to be working with Hay House and have been a fan of several of their authors for some time. They appreciate the depth of the United Breaks Guitars story and are eager to share all of its many aspects with people around the world. The best part is that this book will be an innovative distribution vehicle for my music as I’m going to be including several downloadable songs as part of the package and introduce the story of ‘who I am’ as an artist. The book will allow me to give context to each song in a meaningful way.”

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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.

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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.

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(Halifax, NS) Dave Carroll is excited to announce that the Dave Carroll Band has been invited to Russia for a series of band performances and speaking engagements.

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Dave Carroll is proud to announce that the recipient of the trip for two to Punta Cana with Sons of Maxwell is Kyle Stewart of Shallow Lake, ON. Kyle is a full time Nurse, a part time Paramedic and a Volunteer Fire Fighter. (more…)

(Halifax, NS) The Consumers’ Choice Award (CCA) is honouring Dave Carroll as Halifax’s Man of The Year at a black tie event at the World Trade and Convention Centre on Wednesday December 1st, 2010.

Each year the CCA acknowledges companies or individuals who show an outstanding commitment to customer service in cities across North America. This year will be Halifax’s inaugural CCA event. Past winners include Ted Turner (CNN), Daryl Sutter (Calgary Flames), Julie Payette (Astronaut), Jan Arden, George Stroumboulopoulos and Jim Balsillie (Blackberry).

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(Halifax, NS) Dave Carroll is pleased to announce that he will be sharing the stage with the legendary Gene Simmons at the Atlantic Brand Confabulation on January 14th in Moncton. The event, being presented by Moncton’s The Momentum Group, will be held at Casino New Brunswick and features Gene Simmons, Dave Carroll and a yet to be announced third speaker who will share their knowledge and experience about branding.

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“Everyday Heroes” is roughly one month old as I write this blog, and I’ve decided that I should address what has amounted to one negative comment per day about my video and what it depicts. Although I have received countless emails from grateful Paramedics since the release of the video, all of the criticism has come from the EMT (or Paramedic) community. The common issue is centered on the fact that Paramedics are not mentioned explicitly in the lyrics and are shown only briefly in the video, attending to an injured Police Officer. Their concern is that not focusing attention equally between Police, Fire and EMS diminishes the EMS contribution somehow. I respectfully disagree, and so do the hundreds of people who have written in support of the song. (more…)