Dan Gallagher’s Bryant air conditioning unit doesn’t work right. Who is responsible for fixing it?
Spectacular customer service failures are the grist of my consumer advocacy mill.
But some of the loudest implosions are off limits to me. Like the young blogger who was reportedly booted from a United Airlines flight. His crime? Taking pictures of his seat in apparent violation of the airline’s photography policy.
Even though colleagues urged me to come to his assistance, I couldn’t. He didn’t ask me for help, and I have a strict policy of staying away from cases where I’m not invited.
Failure is all around us.
You can’t miss it, from Ann Curry’s tearful farewell on Today (see video, above) to Penny Palfrey’s brave but futile attempt to swim from Havana to Key West, to what some conservatives view as John Roberts’ treasonous U.S. Supreme Court ruling on healthcare.
But as we celebrate the Fourth of July holiday today, I have some good news: failure doesn’t have to define us.