did the united state sacrifice a customer well being for its own needs? A writer for Forbes says just as chess players sacrifice pawns to meet the needs of other pieces companies routinely sacrifice customers' interest and well-being to feed their own needs of well-being and prosperity the problem says the writer occurs when employees who abuse customers are following practices they believe have been demonstrated by management A recent example drew shocked attention around the world after a video of it went viral In April 2017 Dr. David Dao a passenger on a united airlines flight who had refused to give up his seat on an overbooked flight was eventually forcibly dragged shutting and bloodied from the plane sparking a public relations nightmare accusations of racism a threatened consumer boycott and calls for an investigation united apologize and promised to reviews its policies but its response was late and its message inconsistent the damage has been done the back against the wall through gritted teeth apology isn't generally a winning strategy said one public relation executive the airlines stock price dropped and senate commerce committee called on the Chicago department of aviation for a full accounting of dr daos experience United explains the overbooking of dr daos Chicago to Louisville flight as caused by the airline's need to transport several crew members to Kentucky to avoid canceling a scheduled flight from Louisville the next day when there are enough volunteers willing to give up their seats the airline says it implements a written policy on boarding priority (which it would not share with the media)to deny some passengers their seats we recognize that our response did not reflect the gravity of the situation said a united spokesperson and for that, we also apologize our focus dominant reality now is looking ahead and making this shit Your call despite all the posturing and loud advertising the dominant reality still is that the company matters more than the customers do you agree that this is how businesses view their customers do airlines need to staff or cancel a flight to supersede paying passengers' needs to travel to their destination what if the airline makes a poor choice as in dr daos case the affects its external stakeholders by jeopardizing its stock price use the reading above to answer questions