Fed Ex delivery video, showing employee throwing a computer monitor, went viral on YouTube and caught the attention of local news stations. So FedEx went to YouTube to make amends. Did it work?
When just about everything is caught on tape these days, bad employees have no place to hide. After a security camera caught a FedEx driver delivering a computer monitor by throwing it over a six-foot fence rather than ringing the doorbell, the video got posted to YouTube this week, caught the attention of more than 800,000 viewers and several local TV stations, and put FedEx Corp. in the hot seat. So what should a company do when an embarrassing video goes viral?
FedEx cut a YouTube apology of its own, entitled "Absolutely, Positively Unacceptable" – a play on its old slogan "When it absolutely, positively has to be there overnight." (See the video below.)
"Along with many of you, I've seen the video of our courier," says Matthew Thornton, senior vice president of the company's US operations, in the 1:43 minute video. "I am upset and embarrassed for our customer's poor experience. This goes directly against all FedEx values."
Fed Ex not only replaced the customer's computer monitor free of charge, it has shared the video internally with employees.