Thanks to a recent ezine from long-time colleague and friend John Pearson, I finally joined the ranks of the millions – make that mega-millions – of folks worldwide who have laughed and cheered at how one man took on a giant U.S. company over its customer service policies – or lack thereof. It’s nearly as good as the original story of David and Goliath.
The hero in this story is, in fact, named David, and the Goliath he brought down is United Airlines. He’s a musician named Dave Carroll and his story has become the stuff of legend. After being stonewalled for months over a damage claim, he began writing songs – three of them – followed by a book, describing his experience. It became the launching pad for a speaking career, including a TEDx speech, and is now a case study at the prestigious Harvard Business School.
Do yourself a favor and watch a YouTube video titled “United Breaks Guitars.” If it doesn’t brighten your day, I don’t know what will. I’ve watched it several times – so far!