Lost in Translation

In his blog post, Paying Not To Be First, Jonathan Fields discusses why paying more for a service is better.

He makes a fair point: you’re paying more for a service because you are paying for the individual’s experience.

Reading this reminds me of a few things I should share about web designers and other freelancers. Remember, I base this on working in the field for 10 years; I’ve seen my colleagues do a lot of interesting things.

In his post, Jonathan has the “you get what you pay for” mentality. Bear in mind that this is often true. However, it can be equally false.

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A video was released just a few days ago by musician Dave Carroll about his frustrating encounters with United Airlines policies and customer service. Apparently, United broke an expensive guitar and the airline refused to replace it or reimburse him. In his final encounter with a United employee, Carroll told the airline representative that he would write 3 songs about his bad experience. So he did.

Mr. Carroll became a media sensation and has been overwhelmed with support, with even Oprah’s people calling him.

By the next day, the musician was contacted by United who made an offer to correct the situation.

And what does this have to do with you and your business? Everything.

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