Channel 4's investigative current affairs programme Dispatches features shocking footage of how staff at a depot of UK Mail, Britain's largest private parcels, mail and logistics company, treats some customers' mail.
Tonight's episode, 'Secrets of your missing mail', appears to show UK Mail staff throwing, dropping and even kicking parcels.
No doubt, clients and customers of UK Mail, which will be horrified at the apparent disregard of the company's 'in safe hands, automatically' slogan.
The firm's chief executive, Guy Buswell apologized to customers after viewing the footage, and has launched an inquiry.
He points out that the company has received less than 500 complaints, which is
a tiny fraction of the 30 million parcels it handled in the past year.
At the time of writing (06.34 GMT), UK Mail hadn't featured a statement on its website addressing the findings of the programme. They may be missing an opportunity.
I would have recommended publishing a clear plan of action to reassure clients and reinforce the company's commitment to customer service and training.
UK Mail is big enough to deal with the fallout, but given the highly competitive private delivery and logistics market, it shouldn't rest on its laurels.
Not publicly acknowledging the existence of an obvious problem, no matter how small - and apart from the comment on camera - doesn't mean it will go away.
Customers and clients are also TV viewers and internet users.
The UK Mail affair throws up the wider issue of the use of covert filming, a mainstay of media organisations for decades. It's been established as a legitimate method of unearthing information and activities which would otherwise remain hidden.
Undercover reporting will always be a threat for individuals and organisations, but not just from mainstream journalists. There's a persuasive argument that this keeps people sharp and focused on what they're meant to be doing.
The potential problem is with with the millions of people who own a camera-enabled smartphone and social media's insatiable and indiscriminate appetite for information.
It would not be too alarmist to assume that there's always someone, somewhere watching (y)our every move.
Thoughts on customer service, communication and, of course, reputation management.