That's what FedEx SVP of U.S. Express Operations Matthew Thornton III said in a response to the video that's gone wildly viral showing a FedEx delivery person tossing a package that looks like a computer or video screen over a fence into a customer's yard.
In a post yesterday on the official FedEx site, under the heading "Absolutely, Positively Unacceptable,” Thornton said: “Along with many of you, we've seen the video showing one of our couriers carelessly and improperly delivering a package the other day. As the leader of our pickup and delivery operations across America, I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. This goes directly against everything we have always taught our people and expect of them. It was just very disappointing.”
He adds, "While this delivery fell way short of those high standards, we are already using it as a learning opportunity. We’ve shared this video internally to remind everyone that every single package is important to you, our customers, and that actions like this are totally unacceptable. We are also going to build this into our training programs as a constant reminder of the importance of earning -- and keeping -- your trust with every single delivery. We hope that you, like the customer involved in this incident, will see it as an unfortunate exception that proves the rule that our company cares for its customers.
The video has had more than 4-1/2 million views so far on YouTube and it's been the subject of countless stories on local and even network newscasts.
But FedEx seems to have a really bad situation under control, even as the video still gets more hits. FedEx representatives identified the guilty delivery person and then met with the customer to apologize and replace whatever may have been damaged in the package. Evidently, they did not call a news conference, but instead relied on fast corrective action and got the apology out quickly via social media. What more could they have said in a news conference, after all, and what other questions and embarrassing situations might then have been brought up by reporters?
Most people realize their packages might get rough treatment not only by Fed Ex, but by UPS and, especially, by the U.S. Postal Service. In one TV news report I saw, the damaging FedEx video was followed by a similar video showing a UPS delivery person tossing packages out of his truck and onto the ground.
The fact that FedEx made no excuses and agreed that this was simply unacceptable will go a long way in easing the problem and minimizing any long-term negative impact on the company. The company generally has a good reputation for professionalism, so I think most people will cut them a break with this unfortunate breach. A quick look at the comments posted onthe FedEx blog show overwhelming understanding and support, and some comments even note experiences they've had where FedEx employees have gone above and beyond to serve their customers.
In my own experience over the years with FedEx, I've found their drivers to be courteous and professional. And I still believe that when it "absolutely, positively has to be there overnight," FedEx is the way to go.