United Airlines and how to kill your brand with bad customer service in three easy steps
We supposedly live in the land of customer service. Worry-free shopping of products and services is the mantra. What really happens is most often totally horrific customer service when things do not quite go the “standard” and “normal” way. Last night United Airlines forcibly removed a passenger from a plane on flight UA 3411 trying to make room for United personnel on an overbooked plane. It was a horrific scene recorded by many on their cell phones. Just two weeks ago the same airline barred two teenagers from boarding a plane due to them wearing leggings. Then who has for instance not seen the little video clip of “United Breaks Guitars”? More than 14 million views for this little ditty all because United Airlines was particularly ignorant listening to Dave Carrol’s request for getting his guitar repaired or replaced.
United is doing everything to kill their brand’s reputation. Treat your customer as a second or third class one. Perhaps he will get the message that he is just wasting his time and will thus just go away. Killer move! They appear to have totally lost the focus as to who pays their bills. It’s the customer stupid. Is that the best an airline of this kind of magnitude can do? Top management seems to totally forget that customers choose with their clicks – and they do not need to ask for permission. They will just not show up anymore. Let’s hope they will learn their lesson well.