We were growing in leaps and bounds, imo in my small part of the shipping and delivery world because we were dependable. We are not nearly as reliable as we used to be. We may get it all off by the end of the day, but not at the time they were used to or with many businesses in time to turn it around.
It chaps my hide, when a good customer complains, and they call and complain and they are told, that ups had to cut routes, because of volume. Really, the customer does not care how we run our business, or what we need to do to run it. We need to understand how their business runs. Fed ex is showing some of them that they can beat me there, and they can pick them up whenever they desire. When they can no longer depend on a delivery time, and someone can promise them better, they need to do what they must to ensure their business. I think that has been overlooked badly in the whole scheme of logistics.