FedEx responds after latest package-hurling episode
The company was praised for its 2012 response after a delivery man was caught on camera tossing a computer monitor over a gate. Can it work that magic again?
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 and Gothamist:
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