In the past if you made a customer angry they might tell their friends and relatives. Today they tell the world.

Here is a link to a music video that has, to date, been viewed more than 5 million times. It is called “United Breaks Guitars.” I learned about it from my good friend and fellow speaker/author Joseph Michelli.

Evidently United broke the musicians Taylor guitar. After much effort to get the damage made right, United refused to help so the upset and obviously talented customer composed a song and made a music video about the experience.

I’m guessing that in retrospect UAL’s representative in the matter might wish he or she had been more accommodating.