So obviously he's not the bad guy here, since his hood is down. :)
Yet he's a bit urban edgy here, and the staging is like it's an impromptu social media reaction to some online slight. (though reading a script)
You don't want to go full South Park "We're sorry", but I'd feel better about a response in a business dress shirt, out of respect for wronged customers.
With a bit more humbled posture.
IMHO, you're answering to customers you've wronged, and you don't wear a hoodie to church nor court (nor do you play video games during a live TV interview), nor do you assert superiority over the people you let down.
You can convey respect and humility, while also conveying being capable of responsibly resolving the problem.
(Just one person's reaction. I see some things the video did right, IMHO, but some other things jump out as wondering why they did that.)
So obviously he's not the bad guy here, since his hood is down. :)
Yet he's a bit urban edgy here, and the staging is like it's an impromptu social media reaction to some online slight. (though reading a script)
You don't want to go full South Park "We're sorry", but I'd feel better about a response in a business dress shirt, out of respect for wronged customers.
With a bit more humbled posture.
IMHO, you're answering to customers you've wronged, and you don't wear a hoodie to church nor court (nor do you play video games during a live TV interview), nor do you assert superiority over the people you let down.
You can convey respect and humility, while also conveying being capable of responsibly resolving the problem.
(Just one person's reaction. I see some things the video did right, IMHO, but some other things jump out as wondering why they did that.)