I just want to thank MsLibrarian for her diary yesterday, Musicians vs. United Airlines. I have watched the video myself over a dozen times since I first saw it last night, emailed it to friends and family, and posted it on my facebook page.
This is just such an excellent example of a good way to resolve a customer service issue. Its funny, lighthearted, and delivers the message. And, United Airlines got that message in less than 24 hours.
It's not the first time a consumer has tried to take customer service to the people. As Jena McGregor at Business Week has reported:
I’ve written in the past about how customers are increasingly taking the job of resolving customer service into their own hands. In "Consumer Vigilantes", I chronicled Mona "The Hammer" Shaw, made famous for taking a hammer to her local Comcast office; Michael Whitford, who uploaded a video of himself giving his Mac the axe when Apple wouldn’t fix it; and Justin Callaway, who created a video and web site against Cingular after his phone was busted.
Taking Customer Service Into His Own Hands
As McGregor points out, "... this has to be one of the most professionally produced acts of consumer vigilantism I’ve seen." When I showed it to my husband, he said these guys may have stumbled upon a new career path ... making videos for other people who have had run-in with companies. I doubt that's a career path the Sons of Maxwell will want to take, but producing this video sure has helped the career path they've chosen, while at the same time finally getting a resolution to a battle that has been going on for over a year with United Air Lines.
The video wasn't up for 24 hours before there were reports that United wanted to talk to Dave Carroll, author of the song. Today arrive reports that United has contacted Mr. Carroll after they told them last November that the telephone call they were on would be their last. Just goes to show you should never say never.
United Airlines is now in discussions with Carroll about paying restitution.
The company also hopes to use his video as a training tool for employees.
"It struck a chord with us," said Robin Urbanski, a spokeswoman with United Airlines.
"We are in conversations with (Carroll) to make what happened right and, while we mutually agree this should have been fixed much sooner, his video is excellent.
"It provides us with a learning opportunity we can use for training purposes."
She said they hope to provide customers with better service.
Dave Carroll wins war with United Airlines
I hope United is planning to pay Dave Carroll a royalty for using his video as a training tool. Despite these overtures from United, Dave Carroll plans to go through with plans to produce and publish the additional two videos in his planned trio.
"I thought I’d have a great time and a Michael Moore moment." he said.
Writing three songs was his answer.
The first two are light hearted, he said, and so will the third.
"I’m challenging myself to write three songs that don’t sound anything alike," Carroll said.
"The first one is more of a chronology of what happened. The second focuses on particulars of the plight with United, and United has a golden opportunity to determine how Song 3 turns out."
Dave Carroll wins war with United Airlines
I'm certainly looking forward to seeing the additional two videos. And, I've become a fan of the Maxwell Brothers. I've watched other videos at YouTube, will be purchasing some albums, and have become a fan at facebook.
If you missed the video yesterday, be sure to check it out: