tag:blogger.com,1999:blog-146828060840285655.post7979335636179117282..comments2023-10-15T10:53:14.549-03:00Comments on Jake's Take: Sons of Maxwell: "United Breaks Guitars"Anonymoushttp://www.blogger.com/profile/01701815231353263575noreply@blogger.comBlogger5125tag:blogger.com,1999:blog-146828060840285655.post-31784433172000065732009-07-13T15:45:43.255-03:002009-07-13T15:45:43.255-03:00It sounds like I meant hair-removal experts instea...It sounds like I meant hair-removal experts instead of airline personnel!<br /><br />You're all too right; I'd bet a lot of workers have a cap on how much they can "give away free" to consumers who call up to complain. Still, I think disgruntled or disillusioned employees won't change their work habits no matter what new ideas the upper crusts put into action. There's no motivation to change, so...Teeniehttps://www.blogger.com/profile/07943312952246047448noreply@blogger.comtag:blogger.com,1999:blog-146828060840285655.post-26753230232173854622009-07-13T15:22:07.296-03:002009-07-13T15:22:07.296-03:00Teenie, you're human! :) Someday, Blogger sho...Teenie, you're human! :) Someday, Blogger should allow posters to revise their own comments...<br /><br />Unfortunately, I think you're right about the upper-vs-lower chasm. What it comes down to, I think, is that people are afraid they're putting their jobs in danger if they make an expensive decision in favor of the customer. And they may be right...Anonymoushttps://www.blogger.com/profile/01701815231353263575noreply@blogger.comtag:blogger.com,1999:blog-146828060840285655.post-33684897569043308532009-07-13T13:49:34.388-03:002009-07-13T13:49:34.388-03:00I just noticed my typo there--yikes!!!I just noticed my typo there--yikes!!!Teeniehttps://www.blogger.com/profile/07943312952246047448noreply@blogger.comtag:blogger.com,1999:blog-146828060840285655.post-75135678986968730612009-07-10T10:16:07.774-03:002009-07-10T10:16:07.774-03:00Good point, Anon. I worked for a big hotel chain w...Good point, Anon. I worked for a big hotel chain way back in University, and a squeaky-wheel customer would get royal treatment just to curb their tendency to spread bad news. These days, bad news travels at lightening speed--although customer service is heading downhill at much the same speed. <br /><br />United's woken up, but at the upper echelons. I doubt the people who work with the pubic day to day are going to have much of an epiphany...Teeniehttps://www.blogger.com/profile/07943312952246047448noreply@blogger.comtag:blogger.com,1999:blog-146828060840285655.post-91815977896929989782009-07-09T13:33:42.946-03:002009-07-09T13:33:42.946-03:00The old saying that an upset customer will tell 10...The old saying that an upset customer will tell 10 people doesn't apply anymore. These things go viral and the whole world knows that you screwed up.Anonymousnoreply@blogger.com