A Little Snafu Can Land You on YouTube. Just ask FedEx.

I’ve said it at least a hundred times in my keynotes: A simple snafu can land you on YouTube. Companies and employees must be mindful of the fact that any and every action, every word, and every slip up can be captured on video and posted for the world to see. Take a look at this video showing a FedEx driver tossing a flat screen computer monitor over a customer’s fence. Surely he knew better than that.

The customer says he was home and all the FedEx guy had to do was ring the doorbell. Now the customer has to return the monitor because it’s cracked. This video has received more than 5 million views. Personally, I’m impressed with the customer’s high definition video camera.

Remember friends, a simple snafu can land you on YouTube and then you’ll have to spend months in damage control. Treat customers like you would want to be treated. That’s all you have to do.

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Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

2 thoughts on “A Little Snafu Can Land You on YouTube. Just ask FedEx.

  1. Wow! You can’t even call that bad customer service…what can you call that? I suppose “snafu” is the best term. I’ve found that there are some really bad delivery/mail people.

    For example, in my last apartment, I kept getting notices in my mailbox (not on my door) from USPS saying “Sorry we missed you…” and advising me to come to the nearest post off to pick up my package.

    I have a home office so I’m almost always at home during the day. We had a one bedroom apartment, and I worked in the living room/dining room so I would definitely hear even the faintest knock on the door.

    After this happened a few times, I called to complain that I wasn’t getting my packages and the manager talked to our mail girl about it and she claims that she was “too sick” to make it down the stairs. After that, I never got one more missed delivery.

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