When anger turns into creativity

This was published originally on TourneyCentral.com.

Watch the video above. It was written and produced by Dave Carroll after an unpleasant experience with United Airlines. As of this writing, the video has been viewed 433,294 times on YouTube, had 3,274 comments and appeared in the Wall Street Journal web site, the Huffington Post, LA Times, the Consumerist and various other news sites.. We’ve also sent out the link to a lot of our clients and friends who are in the customer experience business every day. You can read the back story here.

Dave Carrroll may have just written the next United Airlines jingle that will be chasing through travelers’ heads when they see the United Airlines logo in any airport anywhere. Nothing worms into the brain more effectively than music or scent. And country music is really, really sticky. I know it is in my head right now!

Our Advice: Don’t design team satisfaction systems that require levels and level of approvals for the purpose of frustrating the team. Resolve issues quickly and don’t let them fester. Answer emails quickly. Recognize the difference between the coach’s need to blow off steam at a simple frustration and a legitimate concern for which your soccer tournament may be liable.

And buy Dave Carroll’s album, Perfect Blue on iTunes.