Category: Archives

On July 6, 2009, musician Dave Carroll posted a singing rant called, “United Breaks Guitars” on YouTube, cleverly lamenting the loss of his guitar, allegedly at the hands of the United Airlines’ baggage handlers.

Carroll’s brilliant jingle is catchy enough to sing in the shower, clearly makes it points, and is now oh-so-viral.

It doesn’t matter to what degree United is responsible for the damage to the guitar, they have a serious public relations situation on their hands — as well as some serious potential for claiming a new following of customers.

If I were working for United’s PR department, here’s what I would do:

Quickly form a new set-fee service for the special handling of fragile items

Hire Dave Carroll as the spokesperson.

Hold a contest to fly an unsigned band, instruments and crew to their next big gig, all accommodations paid — (and film the instruments being handled, and the band along their trip, to use in future United ads, of course!!) Use SM to vote on favorite band.

Fragile Check Baggage Service would offer:

Fee-based, item packaging service [UPS’s Pack & Ship Promise is a model] / item inspection service — for musical instruments who are in a case, United can assess packaging to ensure it meets requirements.

Insurance for lost or damaged items covered by the guarantee

Service ensures extra special handling of items in sent through this service category [I would hire or train a special set of handlers for this service]

Restrictions:

Customers would have to arrive within a certain time period before their flight

Item fits within weight and size dimensions of baggage handling allowances…IWO, Fragile Check would not cover bringing along a baby grand piano!

Would cover the structural damage/integrity of an item. It would NOT cover having to retune the instrument due to temperature changes.

Commercial Script Idea:

White space, with black lettering : Did you see this on YouTube?

(Quick fade to Dave Carroll’s song and bravely include the phrase “United Breaks Guitars”)

White space, same black lettering: “So did we.”

Cut to cool, smiling, United baggage handler, playing his own musical instrument. Underneath in white lettering, same font as from first part of commercial: “Johnny Hero , United Airlines-Baggage-Handler – and owner of a Gibson Les Paul”
;)
Baggage handler plays a riff from his instrument, then pauses and say something like, “We here at United want you and your instrument to arrive at your next gig safely”

(Next baggage handler, plays few bars from sax) “Dave inspired us to work harder to ensure that fragile baggage is properly handled.”

(Next handler, same format as before): “That’s why we’ve launched a new Fragile Check Baggage Service. It’s music to my ears.”

(Next handler, same format): “United customers can now bring fragile items, like guitars, for our new insured service that guarantees your item will arrive in one piece.”

Then, cut to information about the contest.

Handling the Dave Carroll baggage in this way shows that United Airlines is:

Hip, current and connects with social media (bringing SM fans on board),

Gives impression that they respond quickly to situations (even though it was months ago, the viral-ness of the video is still fresh),

That they care about musicians (personal touch of musician/baggage handlers speaking for themselves)

“What level of customer support do you expect with a free product or service?”

This is the question being asked today by blogger Seth Simonds.

He observes,

“Free” is not a new concept to those with experience in the gratuity-driven parts of the hospitality industry. “On the house” are a patron’s three favorite words. But the staff charged with distributing the free good or services rarely feel the same way. Why? Because people who get free food, drinks, massages, etc. seldom remember to tip. In the moment of “free” they fail to behave like paying customers.

A departure from normal behavior often takes place on both sides of “free.” Consumers, given the chance, take advantage (in the pejorative sense) of promotions. Producers and service providers give a lower level of service because they think it’s enough to simply give something away for nothing.

Companies are not friends. If they give away something for free, it is because they want something in return — your business. “The first one is always free.”

Many companies, though, are run by idiots who think that if something is free, they shouldn’t have to support/replace/put their best into the item. Avoid these companies. They have a cutting-corners mindset that will likely show up in the product itself and even in their customer service for paying customers.

I would be curious to see how a company who was giving something away for free, yet refused to support or lessened support offered , would react if someone were to write a nasty review of the item or service with massive syndication that bridged media outlets. Methinks the company would figure out pretty quickly that a good reputation is more valuable than money.

” A good name is to be more desired than great wealth,
Favor is better than silver and gold. ” – Proverbs 22:1

Photo Credit: Wakest via Flickr

Getting back to daily exercise after a 6 month rest following an abdominal myomectomy.

This is a clip of me – fresh from my workout – explaining what is motivating me.

Please let me know your fitness goals and tell me what is motivating you to achieve them!

via Twitter @JohnPiper

Boasting is the voice of pride in the heart of the strong. Self-pity is the voice of pride in the heart of the weak.

Well said. Amen.

June 25, 2005, Japan – Tasting Shiso Pepsi for the first time.

Pepsi authentically bottled the flavor of shiso – but does it make for a tasty beverage?

Note: While Shiso Pepsi has the citrus-like background notes of Pepsi, there isn’t a hint of cola flavor. Sweetened Shiso + Bitter Lime/Citrus.

More can be learned from walking a mile in someone else’s shoes than in a day spent navel-gazing. Get over yourself. 1:29AM Jun 20

Earlier in the day:
This is going to be an awesome day. Can’t wait to sink my teeth into it. 9:10 AM Jun 19th

From my friend this afternoon:
bethcat@mrsalbrecht How awesome was it?I thought the same at the start, but the disguise awesome’s wearing still has me spinning 3:19 PM Jun 20

My reply:
@bethcat Turns out Humble Thyself was wearing the ‘awesome disguise’ ;) 4:25 PM Jun 20

Proverbs 16