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<blockquote data-quote="Ricochet1a" data-source="post: 1173301" data-attributes="member: 22880"><p>I addressed this issue a few months ago. In short, CYA and WAD!</p><p></p><p></p><p></p><p>In theory, this is correct. BUT, the Courier will be shoved under the bus EVERY time if this customer calls in and complains about 'bad service'. </p><p></p><p>Everyone (Express Couriers) repeat after me:</p><p></p><p><u>NEVER get caught between FedEx and a high revenue customer, I (the Courier) will lose every time, NO MATTER if I'm in the right.</u></p><p><u></u></p><p>So what is the Courier to do??? Keep reading.</p><p></p><p></p><p></p><p>This is a start. Management isn't going to give you ANYTHING in writing. If you think they will, you are dreaming. </p><p></p><p>Step one: Notify dispatch that you are at customer's location after ready time, they aren't ready and you are going to wait the policy dictated 5 minutes - then you are going to scan what they have and leave. </p><p></p><p>This is going to get your dispatcher to start earning their pay. </p><p></p><p>Be prepared to receive a text message telling you to wait - if and when you receive this message, WAD. Then respond to your dispatcher about any other stops of yours which you will arrive late to, or if the delay at this 'high revenue' customer will cause you to RTB late and miss the outbound truck/feeder flight. </p><p></p><p>At this point, your dispatcher will begin to frantically send out messages to other Couriers around you if they can get some of your stops. Don't be afraid to do this. You AREN'T dumping on your fellow Couriers, you are merely WAD. Expect them to do the same, then if you are able to help, do so. If not -don't reply to the broadcast message. Your manager will get a call from dispatch - this will bring your manager into the fun - it is their job, let them have some fun too. </p><p></p><p></p><p></p><p>Most managers WILL try to throw the Courier under the bus - you are quite correct. So...</p><p></p><p>After following Step One.</p><p></p><p>Step Two: When you get home (after all is said and done), pull out some writing paper and start writing a summary of what happened that day, who you contacted, what you did, and any responses you received. Make DAMN SURE you note when you arrived at customer's location, what you told the customer and what you did. Then after writing this up in your handwriting (this is important), then get onto your computer, type it in and save it. Go ahead and print out a copy. Save the hand written account (this is VITAL), then keep a print out of the computer transcribed version 'handy'. </p><p></p><p></p><p></p><p>Big shippers think they are 'special'. They have 'special needs', therefore deserve special treatment - in their opinion. They don't give a damn about any other problems that the package jockey that is picking up THEIR PACKAGES, may have with other customers - not their problem, they don't give a damn. Informing them about FXO is a start, but the real pains in the butt aren't going to want to take their packages on a drive - they will expect package jockey to wait - even if it is for 15 or more minutes. </p><p></p><p>Calling dispatch is the correct answer (step one). </p><p></p><p></p><p></p><p>Such is Express and such is why the Courier needs to send the message via POWERPAD and not make a cell call. All text sent over Powerpad is saved, so you have a record to back you up in case your manager or dispatcher tries to get crafty about what you told them in order to toss YOU under the bus. Send ALL MESSAGES which have any potential operational impact via Powerpad so that you have that to back you up once management and dispatch starting trying to shove knives into each other's backs. </p><p></p><p></p><p></p><p>As long as the Courier arrives after the ready time and before the close time - the Courier SHOULDN'T try to give the customer a 'specific time' pickup. There are reasons for pickup windows, don't shoot yourself in the foot by making a customer think they will receive a time specific pickup. Their pickup needs to be ready at the agreed ready time and YOU have until the close time to get there. The window is for YOUR benefit to enable you to get your job done - it IS NOT for the customer's benefit to give them until the close time to get their act together. </p><p></p><p></p><p></p><p>Precisely...</p><p></p><p></p><p></p><p>Getting them to send a message back to you via powerpad is VERY IMPORTANT. It eliminates any ability of theirs to claim 'miscommunication' on your part. This is why you SHOULDN'T use you cell on the job for any reason whatsoever - you will only end up screwing yourself by using it. </p><p></p><p>I'm going to assume that this customer is a habitual 'not ready'... </p><p></p><p>So, step three. </p><p></p><p>After doing your write ups EACH time this situation occurs, take in the computer print outs to your senior manager (arrange a meeting in office with them), and let your senior know there is a problem and you are documenting the problem to protect yourself. Let your senior KEEP the computer print outs of your transcribed statement. If your senior is paranoid, they might try to tell you that you cannot make statements about work activities or such.... BULL CRAP! You can make as much documentation as you want to illustrate the problems going on at Express. </p><p></p><p>If your senior won't address the problem, go ahead and print out some more copies of your statements, then send them to both HR and your regional director - get them in on the game. Once they learn that there is a situation brewing, that there is documentation about the problem and nothing is being done to solve it - they will act. </p><p></p><p>Just as Express has its employees make a written statement anytime something goes wrong, by your keeping this 'journal' of situations where you WAD and management or dispatch dropped the ball - you are letting it be known that you aren't one to be shoved under the bus without a fight. I've written that by the time I left Express, I had a stack of hand written 'notes' that were almost 2 inches thick that I kept tucked away at home. Whenever something came up, I'd print out the computer versions, take them into management and more or less made it known that I had some dirt on them - they had better not try to casually shove me under the bus.</p><p></p><p>In this situation (after you've covered YOUR butt), what will happen is that Express will call the customer and do one of three things:</p><p></p><p>1. Tell them the ready time is 'hard', and they need to have their packages ready at that time or they will need to make other arrangements. <em>If they do this, you have justification to faint...</em></p><p></p><p>2. Tell them that their ready time is going to be adjusted, but the 'new ready time' is 'hard' (no deviations). <em>This is the most likely scenario</em></p><p></p><p>3. Tell them that they will arrange for a separate pickup at a time of their choosing (this is for the REALLY high revenue customers). <em>Express does this rarely, since it REALLY screws with getting freight to the outbound flights. </em></p><p></p><p>You will have turned this problem customer, into a problem for your management, sales and dispatch. You aren't paid enough to be placed into this Catch-22 situation, by CYA, WAD and then letting your management and sales fight it out - you are out of the picture and you can continue your merry way.</p></blockquote><p></p>
[QUOTE="Ricochet1a, post: 1173301, member: 22880"] I addressed this issue a few months ago. In short, CYA and WAD! In theory, this is correct. BUT, the Courier will be shoved under the bus EVERY time if this customer calls in and complains about 'bad service'. Everyone (Express Couriers) repeat after me: [U]NEVER get caught between FedEx and a high revenue customer, I (the Courier) will lose every time, NO MATTER if I'm in the right. [/U] So what is the Courier to do??? Keep reading. This is a start. Management isn't going to give you ANYTHING in writing. If you think they will, you are dreaming. Step one: Notify dispatch that you are at customer's location after ready time, they aren't ready and you are going to wait the policy dictated 5 minutes - then you are going to scan what they have and leave. This is going to get your dispatcher to start earning their pay. Be prepared to receive a text message telling you to wait - if and when you receive this message, WAD. Then respond to your dispatcher about any other stops of yours which you will arrive late to, or if the delay at this 'high revenue' customer will cause you to RTB late and miss the outbound truck/feeder flight. At this point, your dispatcher will begin to frantically send out messages to other Couriers around you if they can get some of your stops. Don't be afraid to do this. You AREN'T dumping on your fellow Couriers, you are merely WAD. Expect them to do the same, then if you are able to help, do so. If not -don't reply to the broadcast message. Your manager will get a call from dispatch - this will bring your manager into the fun - it is their job, let them have some fun too. Most managers WILL try to throw the Courier under the bus - you are quite correct. So... After following Step One. Step Two: When you get home (after all is said and done), pull out some writing paper and start writing a summary of what happened that day, who you contacted, what you did, and any responses you received. Make DAMN SURE you note when you arrived at customer's location, what you told the customer and what you did. Then after writing this up in your handwriting (this is important), then get onto your computer, type it in and save it. Go ahead and print out a copy. Save the hand written account (this is VITAL), then keep a print out of the computer transcribed version 'handy'. Big shippers think they are 'special'. They have 'special needs', therefore deserve special treatment - in their opinion. They don't give a damn about any other problems that the package jockey that is picking up THEIR PACKAGES, may have with other customers - not their problem, they don't give a damn. Informing them about FXO is a start, but the real pains in the butt aren't going to want to take their packages on a drive - they will expect package jockey to wait - even if it is for 15 or more minutes. Calling dispatch is the correct answer (step one). Such is Express and such is why the Courier needs to send the message via POWERPAD and not make a cell call. All text sent over Powerpad is saved, so you have a record to back you up in case your manager or dispatcher tries to get crafty about what you told them in order to toss YOU under the bus. Send ALL MESSAGES which have any potential operational impact via Powerpad so that you have that to back you up once management and dispatch starting trying to shove knives into each other's backs. As long as the Courier arrives after the ready time and before the close time - the Courier SHOULDN'T try to give the customer a 'specific time' pickup. There are reasons for pickup windows, don't shoot yourself in the foot by making a customer think they will receive a time specific pickup. Their pickup needs to be ready at the agreed ready time and YOU have until the close time to get there. The window is for YOUR benefit to enable you to get your job done - it IS NOT for the customer's benefit to give them until the close time to get their act together. Precisely... Getting them to send a message back to you via powerpad is VERY IMPORTANT. It eliminates any ability of theirs to claim 'miscommunication' on your part. This is why you SHOULDN'T use you cell on the job for any reason whatsoever - you will only end up screwing yourself by using it. I'm going to assume that this customer is a habitual 'not ready'... So, step three. After doing your write ups EACH time this situation occurs, take in the computer print outs to your senior manager (arrange a meeting in office with them), and let your senior know there is a problem and you are documenting the problem to protect yourself. Let your senior KEEP the computer print outs of your transcribed statement. If your senior is paranoid, they might try to tell you that you cannot make statements about work activities or such.... BULL CRAP! You can make as much documentation as you want to illustrate the problems going on at Express. If your senior won't address the problem, go ahead and print out some more copies of your statements, then send them to both HR and your regional director - get them in on the game. Once they learn that there is a situation brewing, that there is documentation about the problem and nothing is being done to solve it - they will act. Just as Express has its employees make a written statement anytime something goes wrong, by your keeping this 'journal' of situations where you WAD and management or dispatch dropped the ball - you are letting it be known that you aren't one to be shoved under the bus without a fight. I've written that by the time I left Express, I had a stack of hand written 'notes' that were almost 2 inches thick that I kept tucked away at home. Whenever something came up, I'd print out the computer versions, take them into management and more or less made it known that I had some dirt on them - they had better not try to casually shove me under the bus. In this situation (after you've covered YOUR butt), what will happen is that Express will call the customer and do one of three things: 1. Tell them the ready time is 'hard', and they need to have their packages ready at that time or they will need to make other arrangements. [I]If they do this, you have justification to faint...[/I] 2. Tell them that their ready time is going to be adjusted, but the 'new ready time' is 'hard' (no deviations). [I]This is the most likely scenario[/I] 3. Tell them that they will arrange for a separate pickup at a time of their choosing (this is for the REALLY high revenue customers). [I]Express does this rarely, since it REALLY screws with getting freight to the outbound flights. [/I] You will have turned this problem customer, into a problem for your management, sales and dispatch. You aren't paid enough to be placed into this Catch-22 situation, by CYA, WAD and then letting your management and sales fight it out - you are out of the picture and you can continue your merry way. [/QUOTE]
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