How important is Customer Satisfaction

I was in a training session where we discussed on why we need to improve the quality of service we provide to our customers.

Trainer explained the story of Dave Carroll a musician who got frustrated from United Airlines service and came up with video called “United” which went viral after which “United Airline” suffered a huge loss.

Back Ground Story:

Dave Traveled in United Airlines (American Airlines) and at the destination, baggage handlers threw his guitar and it broke. It was his favorite 3500$ Taylor Guitar

He contacted United Airline, registered complaint but no one took an actionable.

In fact they denied taking responsibility and started playing blame game on different member.

He escalated the issue to every concerned person but his reimbursement claim was rejected.

After 8-9 month of struggle. His claim was fruitless. Airlines did not help him at all

Frustrated from all this he came up with a video 1 which shows how the Airlines escaped from the responsibilities after breaking his guitar. He says “I should have gone by the car”, “cuz united breaks guitar”

Now already the video had gone viral, and negative publicity of airlines had started.

It gained 150,000 views within a day.

I also read somewhere that United Airlines’ stock price fell 10%, costing stockholders about $180 million in value.

He released another song, video2 and video3 which gave a message that if you don’t change “who would fly with you”

Airlines couldn’t do much than apologizing him, the reimbursement amount was given as a charity as suggested by Dave.

Carroll also published a book on his experience. He gained enormous support from the public and was a popular personality between 2009-2012

Soon after this, airline started training their employee about customer satisfaction.

Ok so now this came to my mind when i saw an appreciation i received from a customer . he sent a mail stating ”

“Hi Supreet,

I would like to compliment you on the way you handle this bug fixing, migration fixing activity on the application. I am convinced you will make a success on this. If there are problems occurring, please let me know, so I can support”

So what do you folks think about Customer satisfaction. Let me know your reviews

My thoughts on few questions

Well I would like to answer few questions asked to me which I think are very thought provoking

  • What comes first:filial duties or personal satisfaction?

When I see the word filial, I am in an assumption that filial duties are duties towards your dependents.

Well, I would say that if you keep my loved ones happy, eventually you would be happy. Therefore, that suffices the question .

  • Eating or breathing,which one is more important?

These two things complement each other

If I don’t breath I cannot eat. And If I don’t eat I will not breathe. Not sure why this question popped up? Well both are important to keep you healthy.i would mention

I eat nutritious food and I do pranayama(Breathing exercise) to stay healthy

  • Your favourite quote on life?

There are multiple . I will quote Few of them

  1. Ideation without execution is just a delusion
  2. “Your “I CAN” is more important than your IQ.”
  3. investing in yourself is the best investment you will ever make


  • The craziest thing you have done so far?

Again Many . I could remember all the pranks during college days , Dancing to folk songs when Hip hop is my forte . It was a crazy, fun and a personal challenge to myself.

  • Ur favourite book and why??

Multiple , I will mention few of them .

who will cry when you die / Leader who has no title– Robin Sharma

A walk to remember –Nicholas Spark

Steve Jobs- by walter issacson

Tuesdays with Morrie

Over the top-zig ziglar

  • Alcohol?elucidate your feelings for it.

A STRONG NO. I would never prefer , consume or recommend it

  • Do you dream about being successful or happy and why?

Both are complementary

I always have goals that will lead me to happiness. I always enjoy the process or journey towards my dream.

I believe every successful milestone should make you happy.

Having a balance between your professional success and success you achieve as human being and different roles you play in personal life .

However, I also believe what that success is in your business when your own home life is in shambles

  • Is love really worth the time?

Yes, its and integral part of life

Have you ever taken credit for someone else’s hard work to gain the spotlight?

NO, all that credits which I got is of my own efforts.

The success, which came to you by taking credit of other’s hard work, will not remain forever. Moreover, I never call that success