Dave Carroll was riding along his music career when his life turned about on the dime of a song.
Traveling in the United States on a tour with his band Sons of Maxwell, while waiting on the tarmac in Chicago, another passenger saw his $3500 Taylor guitar being thrown about and wrecked by the airline baggage handlers. The airline never denied it happened but put Carroll into a customer service vortex for nine months, where every contact he encountered passed the buck onto the next guy and he was never compensated for the broken guitar.
Carroll promised the final naysayer that he would write and produce three songs about his experience with the company, complete with videos for each tune, and then he would post them on YouTube. Hence, United Breaks Guitars was born.
Over 13 million clicks on YouTube for Song 1 alone, Carroll discovered a niche and created a new business outside of the music industry.
Enter Gripevine, a complaint resolution website that might have made his own life easier when he was fighting his customer service battle with United Airlines.
Now he’s taken the experience one step further and created a way to help companies improve their overall communications with their customers through social media with Lean2Logix.
So United Breaks Guitars meets the power of customer service. He explains these two ventures in more detail in the following interview — and yes, he still makes music.
Dave Carroll, Sons of Maxwell, United Breaks Guitars, streamed live November 22, 2013.
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