I talked to my boss about completing a pickup stop if a customer calls me and tells me not to drive 5 miles to make the pickup. He said the best way to CYA is message the Center and have the pickup pulled from your board after the customer calls and says not to come.
I dont give my phone # out to customers, but I have made an exception for one account who lives way way up on a mountain. She will message me if there is too much snow to make it up her driveway. She also has an adult autistic son who plays outside within the confines of a 10 acre fenced area, and for his safety she leaves her gate locked when he is outside. If she messages me to say nothing is going out, I will stop complete the pickup at that point regardless of where I am located. I see no dishonesty in this, I am not falsifying a record or attempting to defraud the company or the customer in any way.
If I drive by a pickup with a "no UPS" sign, I will wait to complete the stop until the next time I am pulled over with the vehicle secured. If that happens to be a mile or two down the road, oh well. I went there, I was ready to make service on the pickup at the scheduled time, they had nothing to ship, and I waited to enter the data until such time as I had a safe place to park. Who cares what GPS says, there is nothing dishonest about any of that.
As far as 85% compliance goes for being within 15 minutes of the scheduled pickup time...I can understand the
intent of the measurement. We are trying to give our customers a consistent level of service. I was at about zero percent compliance and my center manager discussed it with me and explained what the goal was. She
also aknowledged that I have a high-mileage rural route with mostly on-route pickups, and that 85% on a daily basis was probably
not realistically achievable. She told me to do the best I could while
still using common sense, which I found to be quite a refreshing change from UPS's typical obsession with chasing metrics off of a cliff. I currently average around 70%, although if the stops fall right I can occasionally hit 100% without too much effort. I will enthusiatically cooperate with anything that involves
common sense.