Many corporations have yet to learn that in 2012, your reputation is only as good as the last customer you served.
1. United recently lost a 10-year-old girl (flying as an unaccompanied minor) and didn’t care and didn’t do much of anything to remedy the situation.
Annie and Perry only discovered that something was wrong a few hours later when the camp called to say that Phoebe was not on the expected plane in Grand Rapids. At the point, both Annie and Perry got on the phone. Annie got someone in India who wouldn’t help beyond telling her:
‘When I asked how she could have missed it given everything was 100% on time she said, “it does not matter” she is still in Chicago and “I am sure she is fine”.’
Annie was then put on hold for 40 minutes when she asked to speak to the supervisor.
2. Matt Fisher’s sister was killed in a car accident and not only did her insurance company, Progressive, refuse to pay the value of her insurance policy, their legal team defended the guy who killed his sister in court.
In Maryland, you may not sue an insurance company when they refuse to fork over your money. Instead, what they had to do was sue the guy who killed my sister, establish his negligence in court, and then leverage that decision to force Progressive to pay the policy.
Now my parents don’t harbor much venom for the guy who killed my sister. It was an accident, and kicking that guy around won’t bring Katie back. But kicking that guy around was the only way to get Progressive to pay. So they filed a civil suit against the other driver in hopes that, rather than going to court, Progressive would settle. Progressive did not. Progressive made a series of offers (never higher than 1/3 the amount they owe) and then let it go to a trial.
At the trial, the guy who killed my sister was defended by Progressive’s legal team.
If you are insured by Progressive, and they owe you money, they will defend your killer in court in order to not pay you your policy.
(via @cshirky & @hchamp)