In December 2011, a video of a FedEx deliveryman throwing a customer’s monitor over their fence on YouTube received over 3,000,000 views within 48 hours. Rather than ignoring the scandal FedEx immediately responded in kind. In a blog post entitled ‘Absolutely, Positively, Unacceptable’ and accompanying video of their own, Fedex apologize and explain that the offending video is now being used within the company to show employees what not to do.
The company response was given via a blog post, where they explained the situation:
Along with many of you, we’ve seen the video showing one of our couriers carelessly and improperly delivering a package the other day. As the leader of our pickup and delivery operations across America, I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. This goes directly against everything we have always taught our people and expect of them. It was just very disappointing.
However, from the customer’s perspective, I am pleased to let you know that the matter has been resolved in a very positive way. We have met with the customer face to face and they already have a replacement monitor at no cost to them. They have accepted our apology and say they are fully satisfied with what we’ve done in response to this unacceptable delivery. They’ve made it clear, though, that they prefer not to be identified in any way, and in this case as always with customers, we fully respect their privacy.
I know you recognize that this absolutely does NOT represent the professionalism and dedication of the 290,000 FedEx team members worldwide. It is one person and one package. While many people are publicly speculating about what will happen to the employee, FedEx takes care to protect team members’ privacy as well as our customers’ privacy. We do take this matter extremely seriously, and have initiated action in accord with our disciplinary policy, while respecting privacy concerns. Without going into detail, I can assure you that this courier is not delivering customer packages while we are going through this process.
This matter is an unfortunate exception to the outstanding service FedEx team members deliver every single day. Our customers know and value that service. We have been doing this almost 40 years, and if we weren’t doing it right, we wouldn’t have gained the widespread respect we have enjoyed. As a matter of fact, we have a very simple motto we try to live by – the Purple Promise: “I will make every FedEx experience outstanding.”
While this delivery fell way short of those high standards, we are already using it as a learning opportunity. We’ve shared this video internally to remind everyone that every single package is important to you, our customers, and that actions like this are totally unacceptable. We are also going to build this into our training programs as a constant reminder of the importance of earning — and keeping — your trust with every single delivery. We hope that you, like the customer involved in this incident, will see it as an unfortunate exception that proves the rule that our company cares for its customers.
Matthew Thornton III
Senior Vice President
I found this blog post the best crisis management action plan. As a multinational company, you have to behave more humanly and to say that you are sorry when it is the case, like in FedEx situation.
Well done FedEx.