United Untied

Little things count. United Air Lines experienced this painful reality as it went into damage control over a case of a damaged guitar. About a year ago, passenger Dave Carroll pursued an unsuccessful bid to get United to take responsibility for his broken Taylor guitar. The abuse was pointed out by another passenger on his flight who witnessed the baggage handlers in mid-destruction.

Seeking relief, Dave did what he does best – he broke out into song. He treated the matter comically and posted a video on YouTube where millions of viewers are now familiar with his plight.

Taylor Guitars immediately stepped up to the plate and helped out by supplying Dave with not one, but two new guitars. Coming to the action a bit late with their tail between their legs was United. They donated $3,000 in his name to the nonprofit Thelonious Monk Institute of Jazz.

Millions of viewers for Dave, millions of lost dollars for United, and for what? Because United declined his reasonable request to pay the $1,200 in repairs on his $3,500 guitar.

Winner: Dave Carroll

Winner: Taylor Guitars

Winner: Thelonious Monk Institute of Jazz

Loser: United Airlines

Author/speaker Janet F. Williams is a high-end sales professional, sales trainer and coach for personal and professional development. She speaks on topics contained in her award-winning book “You Don’t Ask, You Don’t Get” to businesses, networking groups, non-profits, book clubs and more. For more information or to buy the book, please visit: www.JanetFWilliams.com and www.GoodDayMedia.com.

3 Responses to “United Untied”

  1. puravidavid
    July 15th, 2009 at 7:41 pm

    One heaping helping of justice served… by asking.

  2. Janet F. Williams
    July 16th, 2009 at 3:39 pm

    After a year of “No!” from United, Dave managed to come out on the other side with a good attitude. The viewers voted on YouTube and Dave won this battle hands down. His e-mail box is full. I hope his career soars. United, on the other hand, will suffer through months, maybe years of lost sales from customers choosing other airlines.

    What do you do when you don’t get what you want? My sense about this is that Dave stayed in his integrity. I doubt he thought he would become an international folk hero.

  3. November 3rd, 2010 at 9:04 pm

    Hi, just doing some browsing for my Taylor Guitars site. Lots of information out there. Wasn’t exactly what I was looking for, but good site. Take care.

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