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how has the attitude of ups evolved to where it is today.
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<blockquote data-quote="dudebro" data-source="post: 234969" data-attributes="member: 11234"><p>I understand how most of us here feel and in my gut I agree with what's been said, but unfortunately we may be past the point where we can run the business just with our gut feelings. </p><p>I started 20 years ago as well, and our customer service here in Metro NJ then wasn't the rosy picture that's been painted on this board. We used to tell customers to install a door bell so we could ring it on the dock and not have to go inside. If they didn't want to do that, they could call someone else. One of the methods on a driver's OJS sheet was "discourages not ready situations on pickups". This meant that if the customer wasn't ready at 4PM and the pickup was at 4 PM, the drivers were instructed to tell the customer: "It'll still be here at 4 when I get here tomorrow, see ya." </p><p>Now the customer will happily hand that volume to FedEx Ground or DHL or anyone who'd be happy to wait 5 minutes, and in a lot of cases in our district (I realize some of you have different experiences), we'll wait. </p><p></p><p>Folks are also complaining that "IE types" up to and including our CEO are now dictating a "numbers-based" management style. Well duh. Did anyone notice we went public in 1999? The "numbers" we're all going after are not to please some overweight ie guy sitting in the air conditioning and complaining about wearing a shirt and tie to work. They are to please the ANALYSTS. Going public meant on some level we're going to be accountable to these folks, and that's never comfortable for anyone.</p></blockquote><p></p>
[QUOTE="dudebro, post: 234969, member: 11234"] I understand how most of us here feel and in my gut I agree with what's been said, but unfortunately we may be past the point where we can run the business just with our gut feelings. I started 20 years ago as well, and our customer service here in Metro NJ then wasn't the rosy picture that's been painted on this board. We used to tell customers to install a door bell so we could ring it on the dock and not have to go inside. If they didn't want to do that, they could call someone else. One of the methods on a driver's OJS sheet was "discourages not ready situations on pickups". This meant that if the customer wasn't ready at 4PM and the pickup was at 4 PM, the drivers were instructed to tell the customer: "It'll still be here at 4 when I get here tomorrow, see ya." Now the customer will happily hand that volume to FedEx Ground or DHL or anyone who'd be happy to wait 5 minutes, and in a lot of cases in our district (I realize some of you have different experiences), we'll wait. Folks are also complaining that "IE types" up to and including our CEO are now dictating a "numbers-based" management style. Well duh. Did anyone notice we went public in 1999? The "numbers" we're all going after are not to please some overweight ie guy sitting in the air conditioning and complaining about wearing a shirt and tie to work. They are to please the ANALYSTS. Going public meant on some level we're going to be accountable to these folks, and that's never comfortable for anyone. [/QUOTE]
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