Frank Strategies: The Blog

It’s the classic American road-trip story. Airline baggage handlers break $3,500 guitar. Musician complains early and often. Airline refuses to pay, saying musician didn’t complain to the right person early enough. Musician promises to make protest video. Airline scoffs. Musician racks up 1.4 million views in four days – plus huge coverage on CNN, in the LA Times and the Chicago Tribune. Airline suffers unnecessary, self-inflicted PR disaster.

For everybody who’s ever been blown off by some seemingly unaccountable corporate customer-service rep, this song is for you. For corporate customer-service reps (and more importantly, their bosses,) there’s this new thing called the Internet, which creative people can use to cost you a lot of money if you act like complete asses.