Dave Carroll: Lessons from "United Breaks Guitars"

Differencemade Says:

Aug 19, 2010 - Good to see Dave getting more miles out of this.

bamaguy50 Says:

Mar 25, 2011 - I like many others discovered Sons of Maxwell through his UBG song....After watching this video though, I am amazed with him as a person. As a musican, volunteer fireman and a small business owner, he has accomplished a lot by keeping his feet planted on the ground.

Luubelaar Says:

Aug 30, 2011 - The thing I love about the way Dave did this, was he didn't scream and shout and didn't buy into the whole "I'm gonna sue you" thing. He wrote a song, and that in turn hit them HARD. The first video alone has nearly 11 million hits. Millions of people have heard about Dave's negative experience with this airline and it has really hit United quite hard, where it hurts them most ... in the wallet.Great job Dave. :D

swilson191 Says:

Aug 31, 2011 - I like hearing Dave speak. He's very well spoken and eloquent. Might have another career as a public speaker.

fenderstratguy Says:

Sep 8, 2011 - Like, 100x

WellnessGoneWild Says:

Sep 20, 2011 - Dave - wow. You've got it right. We are not statistically insignificant. I know it was significant that I missed all of my retirement parties (after 22 years of service) because united couldn't get me from Denver to Kansas in less than 24 hours. They cancelled my flight at the last minute (no explanation) and had me standing in stand by lines flight after flight after flight that was overbooked. I begged them to help me. They washed their hands of me. I'm joining your voice Dave.

Guillenmp Says:

Sep 26, 2011 - Do you want learn something about customer service?? You should watch this video... It takes 20 minutes, but it´s very interesting! Sure you´ll enjoy!! Best conferences come from "normal" people!! Quite funny!!!

kennedy78757 Says:

Oct 4, 2011 - I wish I had gone Dave's route. United broke my acoustic guitar in the 90's. i sued them and won but that was it. I was satisfied but Dave made a career out of it!!!

SenorKiwiG Says:

Oct 7, 2011 - I bought all of Dave's CDs. They're fantastic. Sons of Maxwell is much more than "United Breaks Guitars".

markusrach1 Says:

Oct 22, 2011 - finally a voice for customers ... well done

Arctific Says:

Oct 26, 2011 - This is exactly the sort of rethinking of customer care that should happen. "No customer is statistically insignificant." Each one has a worth as a person and as a customer. Believe it or not, we shared this with a group looking at Medical Community responses to disaffected patients. The inference that a talented disaffected customer could utterly eclipse the cost of not fixing an blunder is huge.Consider the cost of not fixing the Taylor guitar vs fixing it early in the process.

FairytalePalace Says:

Oct 31, 2011 - I just sit and smile. ...cause United Breaks Guitars!

FairytalePalace Says:

Oct 31, 2011 - I just sit and smile. ...cause United Breaks Guitars! I am sooooo proud of you Dave. I love The Sons of Maxwell..and your song writing and music. My only regret is that I have a harder time getting tickets to your shows now. Our Canadian heros. xoxo

utube101x Says:

Nov 22, 2011 - "No customer is statistically insignificant" - I love this phrase.

1footonthedawn Says:

Jan 17, 2012 - Dave is not the best of public speakers, and his comedic timing is off here--but it's such a compelling and interesting story that I don't care and I'm glad I gave it twenty minutes. Keep singing, Dave...love your music. And keep speaking about your experiences...it does matter to be on the right side of right.

PAVANZYL Says:

Mar 9, 2012 - Great song, I've looked at the video many times! Things go wrong. We all know they do. That, however, is not important. What happens next is what is important..Dave, do let us know when you have that drink with Ms Irlwig!

NovaScotiaNewfie Says:

Mar 25, 2012 - The lesson is they only did something when the video went viral an the company's name was going to MUD. if he didn't do what he didn't they wouldn't have DONE ANYTHING for him. Just say we're sorry and it sucks....but we're not responsible.

jimtraner Says:

May 1, 2012 - I was flying back from San Antonio (not United, of course) when the flight attendant and I started to discuss "When United Breaks Guitars".. Holy Cow, the entire section chimed in about this song. How much damage can one airline inflict on themselves over a guitar? I'll stick to Southwest and Alaska when I fly, but I will never, ever fly United.

avq5 Says:

May 2, 2012 - Now I have a second favorite Canadian musician, after Glenn Gould.

TEXGLAM Says:

May 15, 2012 - A man with savvy intelligence and good character. The world and corporate world needs more of that. People who lead with their hearts and good moral value.Talented too.Interesting that Dave sounds like a Texas songster. The song is NOT quirky. Kinky is quirky , Jerry Jeff Walker, JImmy Buffett write "quirky" songs.

HeartlandTuber Says:

May 16, 2012 - This is very good advice to businesses based on an incident that illustrates the power of social media to communicate. I am reminded that this is the same reason totalitarian governments hate the openness and freedom of the Internet. Megacorps dislike its power for the same reasons. I am reminded of the business philosophy taught by the hamburger and milkshake magnate Bob Ferrell out in Seattle, "Just give them the pickle". Based on an actual incident, he understood no customer is insignificant.

bluto2000gs Says:

May 22, 2012 - Wow great job Dave.

Khardin258 Says:

May 24, 2012 - Dave Carroll is my hero! Great Job Dave! I love people who illegitimately complain and do not get satisfaction from a company - I love the way you dealt with this.