How embarrassing for FedEx! One of its delivery people was caught on a surveillance camera throwing a computer monitor over a fence. The monitor broke, and the homeowner posted the video for all to see.

The company responded quickly by posting a video and blog entry called "Absolutely, Positively Unacceptable."

In the video, Matthew Thornton, an SVP, apologizes:

"On behalf of all of us at FedEx, please accept my apology. I am upset and embarrassed for our customer's poor experience. This goes directly against all FedEx values. It's just not who we are."

As of this writing, FedEx apparently hasn't decided on any disciplinary action for the employee. In the video, Thornton says, "The employee is no longer working with customers." Does that mean he's in central packaging now?

Discussion Starters:

• What is your reaction to the video apology? What messages are most and least effective? What works well and not so well about Thornton's delivery style?
• Read the company's blog post. What's different between the post and the video? Which works better and why?
• Overall, how well do you believe FedEx handled the situation?