The top 5 viral service failure videos

July 16, 2013 Jeff Toister

In customer service, going viral usually means something went wrong and people are mocking you.

An extra dimension is added when that viral service failure is captured on video. In some cases, we actually see the events unfolding. In other cases, the video re-caps the service failure in a way that enlightens and entertains.

Here are my top five viral service failure videos. Agree? Disagree?

#5 Domino's Pizza Prank (2009)

Story: Two employees at a Domino’s Pizza franchise thought it would be great fun to film one of them defiling customer orders while the other narrates. Though the two insisted the video was a joke, they soon found themselves fired and sitting in jail.

Viral Factor: The original video was removed, presumably by the two pranksters. That hasn’t stopped the video being posted by others, with at least one posting attracting over a million views.

Lesson Learned : If you absolutely, positively must do something this stupid, don't film it.

dominos employees fired for this pizza

#4 Dude, don’t touch my junk! (2010)

The Story: The Transportation Security Administration (TSA) implemented new airport security procedures in late 2010 that triggered a wave of passenger complaints. Many travelers felt harassed, humiliated, and physically violated. John Tyner surreptitiously videoed his TSA experience and posted what’s now known as the “Dude, don’t touch my junk!” video.

Viral Factor: The incident attracted national media attention and the video has been seen over one million times on YouTube.

Lesson Learned: Excessive focus on compliance without compassion won’t win you many fans.

Full story here: http://johnnyedge.blogspot.com/2010/11/these-events-took-place-roughly-between.html

#3 Sleeping Comcast Technician (2006)

The Story: A Comcast technician falls asleep while waiting on hold with his own company! The homeowner records the video and posts it online. Mockery ensues.

Viral Factor: The original YouTube video has attracted 1.7 million views.

Lesson Learned: If the system is broken, your employees won’t succeed.

A Comcast technician came to replace a faulty modem. After spending an hour on hold with Comcast's central office, he fell asleep on my couch. I've been in my apartment for three weeks and my internet connection is still non-functional. This is my tribute to Comcast, their low quality technology and their poor customer service.

#2 FedEx Package Tosser (2011)

The Story: A FedEx driver was caught on surveillance video tossing a package over a fence. The owner posted the video on YouTube. The worst part, according to the owner, was he was at home when the package was delivered.

Viral Factor: The original video has been viewed nearly 9 million times on YouTube.

Lesson Learned: Always serve customers like the world is watching.

Here is a video of my monitor being "delivered". The sad part is that I was home at the time with the front door wide open. All he would have had to do was ring the bell on the gate. Now I have to return my monitor since it is broken.

#1 United Breaks Guitars (2009)

Story: United Airlines refused to take responsibility after baggage handlers broke Dave Carroll’s guitar. Carroll sought revenge by posting a humorous music video to YouTube.

Viral Factor: More than 13 million people have watched the video. The experience led Carroll to write a book by the same name and start a company called Gripevine.

Lesson Learned: When you're wrong, fix it and fix it fast.

You saw the video now GET THE BOOK: http://www.UnitedBreaksGuitarsBook.com. Looking for a unique speaker for your next event: http://www.UnitedBreaksGuitars.com for case studies and highlights of Dave's speaking tour. Have your own Customer Service Gripe? Visit Dave's new complaint resolution site at http://www.gripevine.com to plant your Gripe & get results.