On March 7th, 2024, a manager at a Meijer store in Seven Hills, Ohio, called the police. He had an employee stealing.
Over 3 months, an autistic employee, 19-year-old James Denison, had stolen a whopping $110 worth of fruit cups and chicken.
Video footage of the arrest, recently leaked to the public, has sparked a maelstrom of criticism against the Michigan-based grocery chain. And rightfully so.
The manager had documented the petty theft for over 3 months. If we break down the total of $110 over the course of a five-day workweek, James stole $1.31 per shift. He claims that he forgot his wallet, was hungry, and had to get through the checkout lanes before his break ended. Because he was rushed, he chose to take the food instead of paying for it, intending to pay it back when he was off-shift or had his wallet.
I’m not saying what he did was right. James was wrong in taking food that didn’t belong to him. However, Meijer made a bigger mistake in how they handled the theft.
Photo by Matthew Menendez on Unsplash
Meijer’s Statement/Apology
Meijer recently released a statement on the incident. In it, they state:
We know there has been a lot of recent conversation about last year’s incident involving a former team member at our Seven Hills, Ohio, store. We take this very seriously and recognize that the situation should have been handled differently. Earlier this year, we implemented a new procedure to make sure this doesn’t haappen again. We’ve learned a great deal from this experience. We hold ourlseves to a higher standadrd and are committed to making sure our actions reflect how we want to treat each other.
The Facebook apology post reads like a standard corporate apology or statement. However, the apology doesn’t go far enough. And Meijer shoppers are calling them out. Here’s what Meijer got wrong in their apology.
3 Things Meijer Did Wrong With Their Viral Apology
1. Meijer failed to address how the situation should have been handled differently:
In their apology statement, Meijer states they should have handled the situation differently. The big question is: How should Meijer have handled the situation differently?
There’s nothing in the statement. There’s nothing on Mejer’s website. There has been no mention of what they would have done differently.
In their statement, Meijer should have stated what they did incorrectly. They should have stated how they should have handled it differently.
When making a statement, clearly define what went wrong and how you should have handled it differently. Don’t be vague.
2. Meijer states they learned a great deal from the experience but didn’t share what they learned:
Meijer didn’t expect the customer backlash they experienced. TikTok videos, Facebook posts, and X messages have gone viral because of this situation. There’s a lot to learn from it.
Meijer should have stated one or two things they learned in their statement. In doing so, they would have demonstrated that thought and consideration were put into growing from a bad situation. Instead, they offered up a generic message ChatGPT could have written.
When you make a statement, share what you learned from your experience. The more open and honest you are with your customers and employees, the more forgiving they will be.
3. Meijer didn’t state what changes they would make in the future:
Meijer stated they hold themselves to a higher standard. What standard is that? There was no mention of their standards. They then go on to state that they are committed to ensuring their actions reflect how they want to treat each other.
What changes will be implemented? How do they want others to be treated?
Meijer omitted this information and people are fuming. They want to know what will be different.
When you make an apology, share what you will be changing. Share how you want to treat others. Clarity allows for accountability in the future.
Let’s Not Make Meijer’s Mistake
I love Meijer. They’re our big, local grocery store. I have fond memories of growing up wandering through their stores. They’ve always been a great place to shop.
Now, I have to reconsider whether or not to continue shopping there, as many other shoppers are doing.
Let’s not make Meijer’s mistake. Think through your apology when you make it. Be clear on what you did wrong. Be clear on what you’ve learned. Be clear on what your standards are and what you’re going to change.
