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October 10, 2007
Please hammer, don't hurt 'em
Following up on fun with Comcast:
Mona Shaw, a 75-year-old granny in Virginia, got so fed up waiting for Comcast to change her phone service that she smashed up a few items in her local Comcast office with a hammer, all the while shouting, "Have I got your attention now?!"
Let's hope.
And 16 months later, Brian's infamous "sleeping Comcast technician" video is still going strong. It's now been viewed more than 1 million times. Google "Comcast" and the video still shows up on the first page of results.
For most companies, these would be iconic stories that would illustrate how bad word of mouth eventually devastated them.
But Comcast isn't like most companies.
Other blogs that reference Please hammer, don't hurt 'em:
» Talk about a "real" Smash-up!... from Solutions Talk
Notable Quote: Have I got your attention now? - Comment uttered by 75 year-old grandmother Mona Shaw as she destroyed Comcast office telephones in Northern Virginia. This story has been in the news for the past week. Seems Bristow Virginia [Read More]
I can't say that I blame her. I've got a recurring billing problem with COMCAST and found out last night and, again this morning, that all billing issues are being outsourced to Mexico and I am being charged $4.95 for the "privilege" of getting help from someone with my bill. ARRRRGH!!!!
Whether YouTube or a blog, word of mouth carries and can destroy a companies reputation.
Dan -- The irony, of course, is that at least for oligopolies, a destroyed reputation does not always destroy the company.
