Some of you may remember us referencing Dominos Pizza in a apology / crisis situation. The following is similar and effective from Fedex.
You may remember seeing recently, the CCTV film of a Fedex delivery. It was of a computer monitor being thrown over the gates at the front of a customer’s house, which inevitably broke. The customer posted the clip on YouTube which then went viral.
Fedex have now responded, posting an apology video also on YouTube (this is in addition to apologising to and recompensing the customer).
We like this because it’s a great example of how to respond in the right way, using the right channel that shows that the company cares and has dealt with the incident appropriately.
Author
Lucy is Editor at Corporate Eye