CEO memo to staff: 'WE HAVE LET OUR CUSTOMERS DIE'

The CEO of an American hardware company has sent a searing memo to employees, comparing their customer service to leaving people to perish in a burning building.

Gary Friedman, the CEO of American home-furnishings company Restoration Hardware, sent the memo out about a month before reporting fourth-quarter results that were well below plan.

Making good use of the cap-lock key, Friedman paints a bleak picture of his staff’s attention to customer service.

“We were sitting there discussing how the building caught on fire, why the building caught on fire, how long we expected the building to continue burning, NO ONE WAS FOCUSED ON THE PEOPLE IN THE BUILDING WHO WERE ON FIRE. THEIR CLOTHES BURNING, AND MANY OF THEM DYING. WE HAVE LET CUSTOMERS DIE,” the memo read.