What Were They Thinking?
Posted by Ruth Atherley of AHA Creative Strategies on April 20th, 2017
Unless you have been living under a rock, you probably know about the challenges that United Airlines has experienced recently. While one incident garnered the most news coverage and criticism on social media, several situations that could have been avoided, had they been handled differently, have come up and have shown the ugly underside of the culture of the organization. And it has cost them dearly – financially (their stock has dropped in the hundreds of millions) and with the long-term damage to their brand.
The biggest incident, with a 69-year-old doctor being physically assaulted and dragged off the plane, … Read more
Posted by Ruth Atherley of AHA Creative Strategies on December 03rd, 2014
In my last post, I left off where Paul and I had just agreed to staying in Houston (with no help from United for the hotel), going to Seattle the next day, and then getting a connecting flight to Vancouver – because we thought we had no options.
As we were standing there discussing the very limited options (it seems all United flights are oversold, so when something like this happens, there aren’t many choices for replacement flights), the flight crew that was taking over for the next flight was off to the side of us. They were right beside … Read more
Posted by Ruth Atherley of AHA Creative Strategies on November 27th, 2014
In my last post, we were just about to board our flight from San Juan to Houston to connect to Vancouver. In writing this installment, I realized it was going to take three blog posts to cover it all. This story of poor service has too many elements and I don’t want to jam them all in and overwhelm you.
As we waited to board the plane, the United representative at the gate announced that the flight was overbooked and they were offering $300 per person for someone to take a later flight. I thought that was interesting because the … Read more
Posted by Ruth Atherley of AHA Creative Strategies on November 19th, 2014
I travel quite a bit for business and pleasure, and I have to say my most recent travel on United Airlines (from San Juan, Puerto Rico to Vancouver) was the worst experience I have ever had on an airline. #UnitedSUCKS (the trending hashtag) should be painted on their airplanes. Talk about the inability to deliver on a brand promise – although I have to admit, I am not sure they actually have a brand promise, understand, or even care about what their brand reputation is. Their customer service was so shockingly bad that it almost felt like we were being … Read more
Posted by Ruth Atherley of AHA Creative Strategies on August 27th, 2014
I wanted to write a quick update on the example I used in my most recent reputation management and issue communication blog post.
According to a Global News report, Centerplate, the company whose CEO Desmond Hague was seen in a video kicking a dog in an elevator, has released a statement. It says that they do not condone animal abuse and are undertaking an internal review. The statement also says that Hague has agreed to undergo counselling for anger management issues and has pledged a significant, personal, multi-year financial commitment to help support the protection and safety of animals.… Read more
Posted by Ruth Atherley of AHA Creative Strategies on August 26th, 2014
(Editor’s Note – August 27, 2014: Ruth Atherley has written a second blog post to update the situation.)
Many people are outraged after seeing a video showing a man in an elevator kicking a one-year-old Doberman pinscher dog and then hauling the dog off the elevator by its leash.
If you don’t know about this deplorable act, you can learn about it here.
Desmond Hague, CEO of American corporation Centerplate, Inc. (which has contracts with BC Pavilion Corporation, the Crown Corporation responsible for operating BC Place and the Vancouver Convention Centre) was identified as the person abusing the … Read more
Posted by Ruth Atherley of AHA Creative Strategies on April 28th, 2014
I have quite a few journalist, lawyer and communication friends on my personal Facebook page. The current issue facing Trinity Western University (regarding the opening of its law school and its controversial policy about same sex intimacy – being called discriminatory by many) is a big topic of discussion right now among a wide range of people. At the heart of this issue is Trinity Western’s requirement that its 3,600 students sign a community covenant forbidding intimacy outside heterosexual marriage. This is being called discriminatory against gays and lesbians.
The Ontario Law Society has rejected accreditation and Nova Scotia voted … Read more
Posted by Ruth Atherley of AHA Creative Strategies on February 11th, 2014
Here at AHA, we’re big Olympic watchers (well, Paul is and he updates us… a lot). A few days ago, he missed the live coverage of the Opening Ceremony so he watched it later in the day on CBC’s Olympic website. The CBC coverage of the ceremony was hosted by Ron MacLean and Peter Mansbridge. At one point, Paul came into my office and said that something was weird – it seemed like the hosts’ microphones were live during what would have been the commercial breaks on television.
A little bit later he came in and said, “I don’t think … Read more
Posted by Ruth Atherley of AHA Creative Strategies on January 23rd, 2014
Toronto Mayor Rob Ford is back in the media again because a recent video has surfaced showing him rambling drunk at a fast-food restaurant.
People around the world know him as the “Crack Mayor.” In fact, when we were recently in South Africa to connect with a client, we were often asked about him. When people heard that we were from Canada, they usually laughed and asked about the “Crack Mayor.” It happened in Johannesburg, Knysna, Cape Town and Swaziland. It even happened on a safari in the African bush from a person who spends 80% of his life at … Read more
Posted by Ruth Atherley of AHA Creative Strategies on January 15th, 2014
There is a direct link between generating results for your organization – whatever that means to you (sales, engagement, response, behaviour change, perception change etc.) – and living your brand promise.
I had an interesting experience over the weekend that so clearly showed the importance of customer service and how it supports PR and the brand promise, that I want to tell you about it. We are cruisers. While we might not meet the stereotype of a cruiser, we have taken quite a few cruises – in the Mediterranean, to Mexico, in the Caribbean.
Now, it’s pretty clear that the … Read more