I've been thinking a lot lately about customer service. As a manager of a public service-type institution, I think about it a lot in general. And when the economy is bad, you think about it even more because there's less money to spend on stuff, and the services you can provide have to be top notch in order to compensate.
When my YS Librarian pointed me to this video today, I had to laugh as I watched, but I also winced a little. Are all those people who work for United watching and wincing too?
I might have my staff watch this at a staff meeting and talk about all the points along the line where someone could've handled this problem and didn't. Why didn't they? And now that the story is out and everyone knows about this incident, how does United go about fixing it?
I don't know. But I think replacing the guitar, then hiring this band to make more (complimentary) videos, would be a good first step!
