There is a saying in retail that a customer who receives good service will recommend you to about 5 people but a customer who experiences bad service will tell 20 people how rubbish your company is.
However Dave Carroll took it even further. When his guitar was damaged on a United Airlines flight he asked for compensation. When United refused he wrote a song about his experience and posted it on Youtube. Now nearly 4 million people have heard about United’s poor customer service and the song is now available to download from itunes. I bet United Airlines wish they’d just paid for a new guitar.