On Tuesday, I posted an article called United Breaks Guitars or A Quick Lesson in Bad Customer Service. At that time the video had been viewed 131,526 times. A Google search of United Breaks Guitars resulted in 4,900 pages. So what’s happened between then and now?
The story was picked up by CNN, and several other media outlets. Here’s what the numbers look like today.
| July 8 | July 10 | Increase | |
| Video Views | 131,526 | 1,566,576 | 1,435,050 |
| Google results for United Breaks Guitars | 4,900 | 3,870,000 | 3,865,100 |
Here’s the story CNN did on the 8th.
This video became a PR nightmare for United and it was in their own fault. All because their customer service people didn’t have any authority to do anything except what the rules said.
If you operate a business, whether big or small, you have two choices when dealing with customers. You can turn them into raving fans, or you can turn them into business killing machines.
Which one would you rather have?
