As mentioned by many others, it's not the frequency with which with occurs 
or the percentage of losses, it's the fact that it did take place and the 
insensitivity and sheer arrogance displayed by Iron Mountain's spokesperson 
and CEO when the facts DID come out. They immediately launched into a "blame 
the customer, fire the pick-up boy" mode to cover their obvious incompetence 
and failed process structure and refused to say they did something wrong, 
and what they've done to see it doesn't happen again.

Look at the difference between how Wendy's restaurants responded to the 
recent "finger" issue versus how IM responded to this. Wendy's said what 
they were doing to look into the issue, provided many details of how the 
investigation was proceeding, never attempted to say they weren't at fault 
until they were able to PROVE they weren't, didn't blame the local manager, 
and subsequently explained in great detail how they had investigated all 
steps leading up to the incident (interviewing all suppliers and 
sub-suppliers, employees) and everyone else in the potential "chain of 
custody". Then they mounted a public relations policy to bring back the 
customer's faith in their ability to do things right...

Seen any of that in this case??
 
Larry

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