Jag Venugopal's Blog

December 22, 2011

Lesson in how to head off a crisis before it snowballs

Filed under: Business — Jag @ 6:09 am

A good example of proper crisis handling, and getting ahead of the story before it becomes a huge PR disaster.

A FedEx customer posted video to YouTube of the delivery man throwing the customer’s monitor over a fence. As it turns out the customer’s surveillance camera caught the entire episode.

FedEx handled this potential crisis with a straightforward and frank apology. And they did not issue a PR release. They had one of their Senior VPs (note, not a low-level PR flunkey) go on YouTube and issue it on video. They conveyed their response through the same medium that the original complaint was raised. And what’s more important, they did not hide behind weasel words or legalese. It was direct.


1 Comment »

  1. Thank you Venu Gopal for your comments. It shows one bad apple can bring bad image to the whole company like FedEx in this this age viral videos and you tube. Every employee has to behave professionally inside and outside the office to keep employers reputation intact.

    Comment by Ram — December 22, 2011 @ 11:16 am | Reply

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