If the pkg was not supposed to be delivered to that area on Saturday, why did the supe feel it was her duty to go against the rule? Our center gets Mondays NDA's on Saturday, should our supe take it upon theirself to deliver those, as well? There's a reason why pkgs are not delivered to that zip code on Saturday, if your supe has a problem with that, maybe she should contact her superiors, to have the rule changed.
It's called customer service.It's also called, breaking the rules.
When I work the occasional Saturday I will try to deliver all of the NDA for a particular address, if possible. I can recall one Saturday when I had 1 Saturday NDA and 16 large NDA for Best Buy. Rather than work around the 16 I delivered all 17 at the same time. The customer appreciated this and the mall driver did not have to deal with those on Monday.
The supe only did the right thing, if that area was deliverable on Saturday. Since it wasn't, she acted improperly.
It's called customer service.It's also called, breaking the rules.
I agree about the integrity of this situation, but your presumption of what said driver would say when called in/back, is just that, a presumption. That's why there is a contract, so that when this situation arises, you know YOU MUST call a driver.
We have already agreed that his timecard should be adjusted (30 minutes) and I will mention this to my center manager when I relay this story to him Monday morning.I have a problem with the timecard adjustment. I think there may be an integrity issue. I mean, the driver did not work those hours, did they? I believe a grievance would have to be filed in order for the driver to be paid. If you want to keep things out in the open, I would also inform the shop steward of the situation, this way the center manager and shop steward can hash this out.
I find it ironic that some of you here who complain about the loss of customer service due to the production push and the poor dispatching are also complaining when a supervisor goes out of her way to take care of the customer. Crystal didn't have to do this. She could have told the customer what Steve said--"we don't deliver to your zip code on Saturday--you'll get it on Monday and you'll like it"--but she knew that the customer paid a premium to get this package on Saturday, knew that he needed it on Saturday, and made the decision to do the right thing (on Saturday).
One thing that has not been mentioned is the way that the shipper dropped the ball on this one. When the consignee ordered this and requested Saturday delivery, the shipper could/should have confirmed that the destination zip was one that we serviced on Saturday. When he realized that it wasn't, he could/should have relayed that to the consignee who then would have used an alternate address which we do deliver to or had it sent to the center and picked it up there (on Saturday). The consignee works in the service department at a local car dealer which is one of our Saturday zip codes and would have had it sent there as he was working there yesterday.
Steve, I would say that I am surprised at your response but that would be a lie. Your current situation has caused you to drop the ball when it comes to taking care of the customer. Dave.