So, about three days ago, a video was posted to YouTube showing a FedEx employee casually tossing someone’s delivery (a computer monitor) over a fence. It is pretty impressive how care-free this guy seems to be. The monitor was in-fact broken as a result. In three days, this video has received well over 4 million views.
Now this is where FedEx proves that they are paying attention. Within 48 hours, Matthew Thornton, senior V.P. FedEx Express U.S. Operations responds to the video with an apology and talks about the actions taken. Unlike many other responses to public outcries, FedEx did something simple and smart. They didn’t respond by issuing a press release. They responded in the same channel that the issue arose from, YouTube.
This is how it should be. Well done FedEx.