NEW Video: No Way Norway

Many of you may be aware of the recent rise in tensions between Canada and Norway, over Norway’s unscrupulous decision to make a bigger moose than Moose Jaw Saskatchewan’s “Mac the Moose.” Moose Jaw is fighting back and is committed to reclaiming the record of having the world’s tallest moose.

This week Norway released a song, Moose Truce, suggesting, among other things, we agree to moose of equal height. Moose Jaw says NO. As a concerned Canadian, so do I.

I have accepted the challenge to write a musical rebuttal to Norway’s song. I accepted the call to action, and with the Mayor’s blessing, finished and recorded this anthem over the weekend. Band members were called to order and many answered the call.

Behold, ‘No Way, Norway‘… I haven’t been this fired-up in 10 years.

 

NEW VIDEO: Fred & Arla – Extreme Music Testimonials

🎙 “Riveting!!!” 🎶 “Spellbound!!!” 🎸

Testimonials have been a marketing mainstay of musicians forever, but their effectiveness at piquing the interest of new fans is diminishing today. Every artist has an impressive quote or endorsement from someone and so a great testimonial carries more benefit as a validator, after you become a fan, than a doorway to new music you may love.

That’s why I decided to create a series of EXTREME testimonials. I sought out real people willing to testify about the effect my music may have had on their lives. I wanted testimonials so powerful that they needed a disclaimer. In this case I asked my parent’s neighbours, Fred and Arla, to share their experience on camera.

 

Just watch!

 

NEW VIDEO: United Breaks Guitars 4?

Over the past few days, I have received several emails and requests via social media to write a song in response to the Customer Service incident on United Airlines, involving passenger Dr David Dao, who was forcefully removed from United Airlines Flight 3411 on Sunday April 9th. This is my response…

Watch United Breaks Guitars Song 3

Click to read the full article (PDF). 

Flight Attendant walks through plane.Sell a strong story

Customers and staff alike can be inspired by true-life tales that are often overlooked by
airline sales and marketing teams, says Shashank Nigam, chief executive of SimpliFlying

When United Airlines broke Dave Carroll’s guitar and his music video of the incident went viral, the carrier issued a press release that talked about how it transported 99.6% of bags without incident. The message unintentionally implied that United did not care much about the individuals whose bags were actually lost or damaged. Airline marketing teams often focus on… Click to read the full article (PDF). 

 

NEW VIDEO: I Cried by Max Carroll (with Sons of Maxwell)

Max Carroll

Before my folks got married their relationship hit a little bump in the road and, for a short while, my mom entertained another prospect. My Dad didn’t appreciate this other gentleman caller and eventually, neither did my mom. Max and Sharon patched things up and the rest is history.

During ‘The Dark Period’ however, my dad wrote a song to win my mother back, called ‘I Cried.’ That was 52 years ago and Don and I grew up hearing Max play it occasionally at home and, many times, he’d say “I’d like to hear someone record that sometime. I could hear that on the radio.”

He said it again recently and so I said “let’s do it.” We recorded the vocals at my place with Max singing lead and Sons of Maxwell singing background. Ross Billard did everything else at his studio in Halifax and, 52 years after writing the song, my dad finally got to record his first single, at the age of 73.

The icing on the cake is that, just this past weekend, Paul Kennedy at 105.9 Seaside-FM in Halifax did a live on-air phone interview with Max and debuted his breakout single while my parents enjoyed their first dance to “I Cried,” playing through their radio.

Download I Cried:

DaveCarrollMusic
http://bit.ly/BuyICriedMC

NEW VIDEO: Froggy on Ya Baby

 I’m a big fan of Country music and have been for a long time. My friend and co-producer Scott Ferguson and I were following some of the online criticism of the Bro Country genre one day when we joked about the fun we could have making a lighthearted offering of our own. The song was born the next day and this video was just too much fun to make.

Thanks to everyone who took part in creating “Froggy on Ya Baby.” It was a truly collaborative effort.

Bro-country: a sub-genre of mainstream country music originating in the second decade of the 21st century. It is a general term for styles of country music taking influence from 21st-century hip hop, hard rock and electronic music. Many “Bro Country” songs are about attractive young women, the consumption of alcohol, partying, and pickup trucks (via Wikipedia).

Bro Country artists often possess a certain one-dimensionality to their voices that some might refer to as “froggy.”

Download Froggy on Ya Baby:

iTunes
http://bit.ly/FroggybyDCitunes

DaveCarrollMusic
http://bit.ly/FroggyDCM

NEW SHOW: Sons of Maxwell perform at Rocktoberfest

Rocktoberfest Sons of Maxwell Poster

Video: God Save Doreen by Dave Carroll

Screenshot 2016-07-08 11.45.54 My grandmother Doreen Daley was a big influence over my entire family and although she lived in several places during her life, she spent her last few years here in Halifax with my parents.

She was a British war bride arriving with my dad and his sister at Pier 21 in Halifax, Nova Scotia in 1944 and raised 3 children, the youngest of whom died from tainted blood received in hospital in the 1980’s.

A very proud and humble woman, she lead a seemingly normal life surviving my grandfather and a second husband of over 25 years each, but as she was coming to the end of her battle with cancer I decided to attempt to summarize her 88 years in a four minute song. That’s an impossible task but I decided to try, and focused on the essence of the person she was at three stages of life: her beginning and childhood with her maiden name; as the wife of a soldier traveling alone to a new country as Doreen Carroll and finally near her end as woman with a third last name, Daley, with a life well-lived.

One thing I learned from her was how to be proud of who you are and where you come from without feeling ‘better’ than others. For my grandmother her family, God and The Queen were the three pillars she rested her story upon and so I had a most powerful experience sitting her down in my studio chair and playing this recording for her a few weeks before she died.

I’d never seen her cry until that day, and if I had to say there is one song I’m glad to have written, it is this one. It’s called ‘God Save Doreen.’

 

How To Make Your Customer Really Mad

woman sitting poolside holding a straw beach hat background is a tropical pool bar with families enjoying their vacation

As a consumer advocate and professional speaker I listen to consumers from around the world share their unpleasant customer experiences and this is a great example of one that ends well, but one that the company should have solved much sooner. This highly respected brand was close to experiencing a social media crisis by doing everything possible to upset a valued customer.

Read more

Where’s The Beef (Or The Responsibility For It)?

In my opinion, I’ve got one of the best jobs in the world. I’m privileged to travel the world sharing my insights on the value of delivering outstanding customer service and why every business needs to become an effective storyteller.

This past week United Airlines has been in the news twice for customer service failures. In one case, a female passenger who is also a Muslim, was refused an unopened can of Diet Coke because of the potential threat it could pose in her hands. Meanwhile a non-Muslim passenger beside her was given an unopened can of beer. A bigger issue occurred though, when a nearby passenger made threatening comments to the Muslim woman that went unaddressed. http://dailym.ai/1ET2e4Q

In another case, a pregnant mom and her toddler son were removed from a United airplane before takeoff because the son had been crying and was deemed a safety threat to others, even after he’d fallen asleep. http://bit.ly/1HIKETa

But United is not alone… Last week Sunwing Vacations dropped the ball and left a paraplegic mother with a damaged wheelchair resulting in a less than stellar vacation experience. http://bit.ly/1MekMTr

All three of these examples have one thing in common. In each case, there were employees who could have made a decision to improve an experience for their customers but instead chose a path that affected not only the individuals in question, but their fellow passengers, which resulted in damage to the brand of their employer. These employees helped write powerful brand-detracting stories that are being shared by millions and the companies are largely to blame.

It seems clear that airlines have trained their employees to understand the technicalities of certain policies or empowered them to use their judgment to turn around a plane and remove crying children and their moms. It also seems apparent that there are those employees who deliver the bare minimum in their job description. But is the beef really with the employees? I believe something important is absent in their training and it goes beyond that.

The concept of caring first, or what I call ‘Compassionate Design’ seems to be missing as a foundation to delivering great customer service. If a company culture was founded upon the notion of encouraging and empowering employees to always seek ways to enhance an experience for customers by seeing themselves in the customer, imagine what a difference that would make for all of us:

A Muslim woman would have a can of soda opened in her presence; problem solved. A mother with a toddler would be allowed to calm her child and continue on with her fellow passengers. A woman with a wheelchair would be seen as unique, requiring extra care. All of these things would just happen.

Compassionate Design cannot simply be preached however. It must be displayed in the everyday actions of senior leaders, since caring cannot be reserved for the end user or customer alone.

Caring is free and it’s contagious and should be unleashed throughout an organization, so that employee’s first choice to a challenging situation is compassion. Employees learn to do this by experiencing it themselves from the company. Companies need to create an environment where compassionate responses are rewarded and recognized and then lead the charge where caring is central to every policy internally and externally.

There is no strategy more cost effective than adding caring to your business model and nothing that will increase sales and profit more effectively in the long haul than compassion by design.

Until compassionate design is ‘the new normal’ in customer experience, companies like United Airlines can expect isolated cases of poor judgment by it’s employees to detract from it’s Brand. No business can satisfy everyone all of the time, but the companies that create a culture of caring, can safely empower their employees to make better choices. Those companies will get it right more often and at that point the stories we tell will change for the better.