Let me come out and say that I have personally never experienced any problems with Fed Ex, UPS, or USPS, but if you watch the news, you would think that this is how Fed Ex delivers its package when it absolutely has to get it delivered.
All you need is one video showing a Fed Ex delivery man throwing a box containing a monitor over the fence to cause a PR nightmare at the Fed Ex headquarters and butt of jokes on late night comedy. At the writing of this blog, this video has been viewed by over 2.7 million people.
Fed Ex has entered the Social Media Matrix where one employee can cause the executives to feel totally powerless and result in company's reputation to be hurt that it has worked so hard build over the years.
This incident would not be a big deal if it was some accountant screwing up, but it is part of the company's core: package delivery. This is how people know Fed Ex and now we see they don't deliver package with care, especially around Christmas.
As it is common, people are going to pile on and Fed Ex will suffer, but, hopefully, others can learn a lesson that every employee has to perform like there is a video camera watching everything they do while they are on the clock. If not, then you are going to put your company in a Social Media Matrix which is very hard to escape from.
How important is one employee to a company's reputation and its market capitalization today?