If I remember correctly, Management used shove "the customer is always right" slogan, of course little did I know back then in Ground/HD, Fed Ex was the customer. Doesn't this apply to Express also? I would think so, since all divisions are directed in no "unique" different way. "What is the benefit to bite the hand that feeds you" was another smug directive by managers to the "independents". Fair and Fed Ex don't belong in the same quote, just doesn't fit their "take it or just leave" position on everything.