Friday Fun: United Breaks Guitars

Those who know me know I have a love/hate relationship with United. Love their website; hate their phone system. People? Well, maybe it's good that they changed their tagline from "The Friendly Skies." But when I bought a Taylor 12-string guitar at Dave's Guitar Shop in La Crosse, Wisconsin, I had them send it to my home via Fedex. No way was I gonna have United handle it! Here's why:

Customer service is a key element of a product. How's yours?

The video has had 1,627,312 views as of July 10.

Also, check out Dave Daniel's analysis in Beware if your service sucks.

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.

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