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Stop thinking in crisis, start thinking in opportunities!
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<blockquote data-quote="dannyboy" data-source="post: 497088" data-attributes="member: 484"><p>And if you will, let me add one more observation to the mix.</p><p> </p><p>We get the customer signed up, not on price but on services that the BDS sells to the customer. After a while, Opperations then alters and modifies the agreement to suit their delivery and pickup plans for the area to where we can save said 28 cents a day.</p><p> </p><p>The customer switches to another carrier.</p><p> </p><p>How likely is it that we will get a second crack at that customer again? After all, in their eyes, we lied to get their business in the first place the first time.</p><p> </p><p>Add to that the fact that there are only so many businesses that ship packages in the first place, and the pickings become slim.</p><p> </p><p>Yup, you want us to go and getem boys. But when you see a pallet of fedex or even another carrier, there might just be a darn good reason that they are not UPS packages.</p><p> </p><p>So again, not to pick on anyone, but good, you know of a couple of instances where we screwed up the account by not taking care of the customer like we promised. I can tell you of hundreds. And when management was approached, I/we were promptly told that the changes being made were none of our business, that it is what it is. The word came from the ivory tower to screw the customer, and by God that was what they were going to do.</p><p> </p><p>Of course the actual command was not really to screw the customer, but the end result of the command and action did just that. And we lost business.</p><p> </p><p>So take of those richard simmons rose colored sunglasses and get a good picture of what the front lines are dealing with.</p><p> </p><p>d</p></blockquote><p></p>
[QUOTE="dannyboy, post: 497088, member: 484"] And if you will, let me add one more observation to the mix. We get the customer signed up, not on price but on services that the BDS sells to the customer. After a while, Opperations then alters and modifies the agreement to suit their delivery and pickup plans for the area to where we can save said 28 cents a day. The customer switches to another carrier. How likely is it that we will get a second crack at that customer again? After all, in their eyes, we lied to get their business in the first place the first time. Add to that the fact that there are only so many businesses that ship packages in the first place, and the pickings become slim. Yup, you want us to go and getem boys. But when you see a pallet of fedex or even another carrier, there might just be a darn good reason that they are not UPS packages. So again, not to pick on anyone, but good, you know of a couple of instances where we screwed up the account by not taking care of the customer like we promised. I can tell you of hundreds. And when management was approached, I/we were promptly told that the changes being made were none of our business, that it is what it is. The word came from the ivory tower to screw the customer, and by God that was what they were going to do. Of course the actual command was not really to screw the customer, but the end result of the command and action did just that. And we lost business. So take of those richard simmons rose colored sunglasses and get a good picture of what the front lines are dealing with. d [/QUOTE]
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