Yesterday one of our drivers was banned from a customers dock. A big shipper who never has their packages ready. After repeated warnings he had had enough and told them he wasn't going to wait. They got mad and it got heated. They called back in saying he missed the pickup but knowing their history, the dispatcher wasn't buying it. I guess my point is, there is no point getting the customer all off. Just tell them your manager no longer gives you the time to wait. That all the packages need to be ready at the ready time. No exceptions. Put the responsibility for bad customer service where it belongs, on management.