Dovetail Software Blogs

"Behind every one of these deadly sins is the same root: Management that has forgotten that the purpose of their business is to serve the customer. When a business loses sight of that, these seven deadly sins will rapidly dominate the business. Your customers will begin to sense that they are cattle instead of valued patrons. And one by one, they will leave."

"In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later that the $3500 guitar was severely damaged. They didnt deny the experience occurred but for nine months the various people I communicated with put the responsibility for dealing with the damage on everyone other than themselves and finally said they would do nothing to compensate me for my loss."

On June 14th, 2009 - Northwest Airlines baggage handlers damaged Bing's Folkcraft double-neck mountain dulcimer on flight 2363 from Detroit, MI to Ft. Wayne, IN. Many people requested that Bing write a song about the situation, much like Tom Paxton did in his tune "Thank You Republic Airlines."

"People liked the comic ditty and sent it to their friends. One week and 2 million views later, Carroll was invited for a series of television and radio interviews and his cause was mentioned on CNN and the Oprah Winfrey Show."

"Overall customer satisfaction with airlines this year has declined for a third consecutive year, to a four-year low, according to market consultancy J.D. Power & Associates. The firm's 2009 version of its 'North American Airline Satisfaction Study' suggests the decline is driven by decreased passenger satisfaction with in-flight services, flight crew and costs and fees, compared with 2008."