FedEx suffered a public embarrassment this week in the form of a YouTube video, watched by 800,000 people, which showed an employee casually tossing a computer monitor over a 6-foot fence. Now the company is doing damage control, fighting fire with fire by posting a YouTube video of its own. In the clip, titled "Absolutely, Positively Unacceptable," an exec says the incident "goes directly against all FedEx values."
"I am upset and embarrassed for our customer's poor experience," says senior VP of US operations Matthew Thornton. But "we are already using it as a learning opportunity." To that end, the company has shown the video to employees and has removed the courier in question from working "with customers." FedEx has also replaced the computer monitor. The apology video prompted some 100 responses at FedEx's site, most of them positive, the Christian Science Monitor reports.