I'm up in the Northeast. Up here 6, 10" of snow isn't an emergency it's a normal operating day in the winter. If it was 6" of snow in SC or GA, that would be an emergency. Emergencies, are when roads are impassible. I agree, we spend way too much time in mgmt how to make ourselves look good instead of being good. Fortunately corporate is coming up with a new metric which is end to end svc failure. This metric doesn't care if the pkg was late truly due to teh customer (bad #, need directions, or a real emergency condition, or the EC's described here). All are a hit against the ctr. Although in some cases it may not be 100% fair. I'd much rather give better service to a customer and make the numbers look worse, then to make myself look good and hurt the customer. Of course that could be why I spent so many years as a supv before becoming a mgr.