Today's viral videos do occasionally come from us marketing pros. However, lets face it - viral videos tend to be a long list of party tricks, celebrity mishaps, and the occasional fall and accident. You could argue that when a business related viral videos DO come around there is about a 50/50 chance it reflects the company negatively. For instance, this last December's FedEx viral video. If you are unfamiliar allow me to sum it up. A FedEx delivery man did his best Tim Tebow impression and threw a 40" flat screen TV over a wall into the buyers back yard.
Now that we covered the video, let us take a look at the reaction. FedEx responded by apologizing. Apologizing and firing the delivery guy. They took the negative video and arguably brought MORE attention to it by not only acknowledging it but by again burying their loyal customers in apologies.
Some PR people and marketers may say they did the right thing. They (arguably) had to step out an let the public know this is not how FedEx operates. I however am not one of those PR/Marketers. I find myself in a different camp.
This marketer would suggest the following - take advantage of that negative viral video and make it into a POSITIVE viral video. Has FedEx ever produced a positive viral video? Let me now reference quickly an example from the best hockey team on the planet, the Boston Bruins.
The Bruins were caught in a situation where a viral video of an intoxicated female kicked a large hole in the wall of the ladies bathroom. How did the Bruins respond? Instead of apologizing for over serving, or the rowdy fans, or even going on a witch hunt for the girl responsible, the Bruin's marketing agency released a video of the Bruin Mascot fixing the hole and a message read: "Never Disrespect The Garden". This was taking advantage of a bad situation.
If I were FedEx, I would have taken advantage of this free publicity and spun it to a positive - just like the Bruins were able to do. Create a commercial where FedEx threw the delivery guy over a wall (and off a cliff?). Show the other side of the fence where a ball pit caught the TV and everyone cheered. Most importantly, get that video released FAST, before people forget. Of course I would have ended the commercial with a message letting the public know that FedEx does not condone the behavior (yeah, so what - I compromised).
There is something to say for making the best of a bad situation, however if you can take that bad (viral) situation and turn it into a marketing sensation... that is an opportunity you cant miss. Better luck next time FedEx.
Images via Twitter and Sports of Boston