Call it “FedEx Apology, the Sequel.”
When a security camera caught a FedEx delivery man haphazardly tossing a computer monitor over a gate about 18 months ago and the video went viral, FedEx’s response, which included a video in which senior VP of FedEx Express U.S. Operations Matthew Thornton III apologizing, earned high praise
A key component of the company’s crisis response was a phrase Thornton emphasized early in his apology video: “It’s just not who we are.”
That phrase might come back to bite FedEx now that video of a female FedEx employee and an unidentified man tossing boxes into the back of a truck—even making a game out of it—has hit YouTube
and sites including The Huffington Post
A FedEx spokesman told HuffPo
, again, that what happens in the video isn’t typical and “falls far short” or what the company expects of its employees.
“We pick up and deliver millions of packages in a professional manner every day, and the actions in this video do not reflect our dedication to our customers,” he said. “We immediately contacted the management team responsible, and the appropriate corrective action will be taken.”
He added that FedEx was “very disappointed to see this” and that the man in the video was not a FedEx employee.
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The response to the video seems to be pretty mixed, at least so far. One YouTube commenter said, “This [is] how the garbage man loads his truck with garbage. They throw it in like garbage.”
Another pointed out that most of the boxes the man and woman in the video throw into the truck are “flats, which means they are probably something non-breakable or perishable, i.e., books, magazines, etc. So what hell did it hurt?”