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"United Breaks Guitars'

From Chicago News: United Airlines' employees smash a guitar while passengers watch from the plane. Guitar's owner writes a song and posts a YouTube video. Said video is viewed nearly 650,000 times. Airline apologizes and uses video for "employee training" purposes.

What does it say when an airline needs to train its employees not to break stuff? Think about it next time you hear an airline executive complain about the industry's poor growth prospects.

And speaking of poor growth prospects, if your hospital occupies the lower quartiles of patient satisfaction results, you might want to prepare for the day a similar video spotlights your ER waiting times and execrable customer service. I can just imagine the humor, the pathos, the embarrassment...the desperate search for someone in Patient Relations to "fix" the problem.





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