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A Crisis Regret

on 02/14/2012

In the spring of 2008, while Dave Carroll was sitting in his seat on a United Airlines plane, he watched as United employees threw his $3,500 Taylor guitar around on the tarmac.  When he asked for United to recompensate him for the damages made to the guitar, they neglected to pay a dime.  Due to this, Carroll made a video called “United Breaks Guitars” and posted it on YouTube.

Here’s the video:


After the video was posted, not only did many publics of United see it, but when United saw it, they decided to make Carroll an offer.  Although United finally made an offer, Carroll made it harder by not accepting the offer, but saying they should give it to charity (charity needed to eventually be disclosed).  Another addition to this story is that after the video appeared, United lost around $180 million (10% in their share value).

This is just one example of what happens when you do not learly look into a crisis.



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