Social media has its many perks, but it has its dark side as well. While customers are able to give your product or service rave reviews instantly, they can also reveal their sour experiences with your brand and its representatives as well.

Case in point? Check out this video, which a United Airlines customer made after the airline damaged his $3,500 guitar and refused to pay for damages:

The customer warned the Customer Relations Manager that he’d be making the video, but the Manager merely responded with, “Good luck with that one, pal.”

After the video reached millions of views, United Airlines contacted the musician and attempted a settlement in exchange for removal of the video. The customer’s response? “Good luck with that one, pal.”

It’s clear that we can’t underestimate the power of consumer voices. What is your brand doing to help ensure that your social media presence is a positive one?


Account Executive Jamie Jacobs, with help from intern Sarah Brovda