If you ever doubt the power of a Negative Cheerleader check out this YouTube video UNITED BREAKS GUITARS.
A Cheerleader customer will tell about 5 people or so. A Negative Cheerleader will probably tell 20-25 people. When Dave Carroll a musician had his guitar broken by United Airlines he decided to do a YouTube video song about his experience. He’s even done a United Breaks Guitars Song 2: The sequel! Last time I checked it had over 7 million hits. Check it out for yourself on YouTube or go to Davecarrollmusic.com for all the dirt.
I’ll have to say my experience with a few of the big carriers has been similar. The obvious lesson for all of us is we should try our best not to create a negative Cheerleader. (And if we do just pray they can’t sing!)