59 Dano
I just want to make friends!
I think all of us know full well that the shift in market share has absolutely zero to do with the performance (or lack there of) of the employees of either opco. To believe otherwise is silly.
Things are exactly as they are because the Powers That Be have dictated it to be so.
They are exactly as they are because the Powers That Be are the customers and they are willing to sacrifice service for cost. I've lost count of the number of customers who will rattle off a list of reasons why they prefer Express over Ground, only to finish it up with, "But Ground is so much cheaper."
We have to face it that in the end Joe Customer doesn't really care that the Express guy is better trained, drives a safer vehicle, is less likely to smell like an ashtray, or any of that other stuff. All he knows is that the package was at his front door when he got home from work and he doesn't care who brought it. In the mind of Joe Customer, any idiot can look at the address on a box, drive there, and drop it off. He doesn't care about the rest.