First, the story in short: Harry Winsor, an 8-year-old child, is an airplane lover. Out of passion, he designed his own airplanes and sent one of his drawings to Boeing with the suggestion that they manufacture his plane.
The initial reply from Boeing was in a dead corporate style:
“We do not accept unsolicited ideas. Experience showed that most ideas had already been considered by our engineers and that there can be unintended consequences to simply accepting these ideas. The time, cost and risk involved in processing them, therefore, were not justified by the benefits gained.”…
This reply obviously isn’t encouraging for an 8-year-old. Facing a dilemma over whether to inform Harry on Boeing’s reply, Harry’s father, Mr Winsor, posted the problem to his blog readers. Many comments reflected that Boeing needed to deal with customers better.
Boeing’s Respond
Boeing observed that several Harry’s supporters are tweeting about this issue. Despite just starting out on their Twitter account a couple of weeks ago, Boeing responded quick and well. It has shown both empathy and a willingness to rectifying the problem.
In response to Harry’s supporters, Boeing tweeted:
On top of using Twitter, a Boeing representative also commented on Mr Windsor’s blog post (below). Boeing even went the extra mile to share a site that was created for airplane enthusiasts like Harry himself.
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