FedEx Ground Moving Via Express?

[barnyard]

Originally Posted by Ricochet1a

Uh, excuse me… The only thing DHL proved was that part time drivers that habitually used hallucinogenic substances couldn’t provide good customer service; they constantly had to ask for directions to their next stop and to the nearest convenience store to get a restock of munchies.

I think what you may have intended to say it that part-time employees have a higher turn-over rate and consequently aren’t as knowledgeable as to their customers’ requirements and practices.

Sounds like a positive for UPS.

TB

[upssalesguy]

FYI - i just won a nice account from FedEx because they have pickups at 100 locationss around the country and the dual pickups - air and ground- is what won them back. This account is 95% ground, but when they have air, it is crucial and calling for the extra pickups was killing them (and making fedex look bad)

The VP and Sales person for FedEx said in less than two years the pickups would be together.

you tell me what that means.

[MrFedEx]

Originally Posted by upssalesguy

FYI - i just won a nice account from FedEx because they have pickups at 100 locationss around the country and the dual pickups - air and ground- is what won them back. This account is 95% ground, but when they have air, it is crucial and calling for the extra pickups was killing them (and making fedex look bad)

The VP and Sales person for FedEx said in less than two years the pickups would be together.

you tell me what that means.

I wish I knew. Until the Ground contractor issue is settled in the courts, FedEx can't combine services. If they become "employees" at some point in the near future, everything could change.

The VP probably doesn't know either and is just saying what he needs to to eventually win the customer back. FedEx knows the current model is stupid and inefficient, but that's how Fred set it up when he bought out RPS. Smart guy, that Fred.

We actually discussed this recently at a meeting. Express people hate the way Ground slobs make us look bad with their crap service and "interesting" drivers. FedEx made it worse by making the uniforms almost indistinguishable to the customer, who is expected to figure out which FedEx he/she is dealing with when they see their driver. Is it Freight, LTL, Express or Ground? Oh, eff it all, I'll just call UPS, is the attitude some customers eventually adopt....can you blame them?

[Ricochet1a]

Originally Posted by upssalesguy

FYI - i just won a nice account from FedEx because they have pickups at 100 locationss around the country and the dual pickups - air and ground- is what won them back. This account is 95% ground, but when they have air, it is crucial and calling for the extra pickups was killing them (and making fedex look bad)

The VP and Sales person for FedEx said in less than two years the pickups would be together.

you tell me what that means.

This is a major problem for FedEx. The Customers still can't understand why "FedEx isn't FedEx" (Ground isn't Express). This is the side effect of Fred's little game. I make it VERY clear to my customers that I won't touch a Ground package, they are a different operating company, and there is no way to account for my touching a Ground package. The customers still don't understand, since they can take a Ground package into the "Express" centers (Worldwide Service Center, or Express station in reality) and the CSA's will accept it. I know that FedEx is losing business as a result of this (and I'm not going to try to stop it). The employees are getting violated by FedEx, so I'm not going to run cover for Fred and neither are my coworkers. We constantly get pick up requests from customers, only to arrive and find Ground packages waiting. We don't touch them. We used to, but no longer. Part of the problem is that customers want that same day on call service that is available with Express, then they place 30 Ground packages out for pickup. We don't have the time to touch them and we don't have the ability to account for our time if we were so inclined. We leave packages and customers are getting ticked off. Blame it on Fred.

As to that statement by a VP, I think that was more hot air than anything else. The plan is to maintain strictly Express pickups for Express volume, since only Express trucks will be returning to the stations for off load and placement of volume into aircraft cargo containers. The flip side will involve non-overnight volume to be transferred to Ground for delivery. Express will pickup ALL "Express" volume, but the delivery of the volume will be split (Express will do overnight and Ground will deliver all non-overnight Express volume).

There is also FAA restrictions on pickup of packages. All Express employees have a background check. This enables them to enter the "secured" facility where cargo containers are being loaded for placement on flights. Even having a Ground helper enter an Express facility without an escort is a violation of FAA guidelines (happens all the time though). FedEx cannot have Ground helpers pickup Express volume and transport it into a "secured" facility. All sorts of FAA regulations would be violated (lots of violating going on at Express now days).

However, there is no such restriction once packages leave the FAA secured facilities for delivery. This is why non-overnight volume can be turned over to Ground and the FAA wouldn't get involved. As long as the truck driver that picks up the loaded cargo cans at the ramps is "checked or escorted", the volume can be transferred to a third party contractor for delivery (Ground), and the FAA couldn't care less. As far as the FAA would be concerned, it would be the use of a cartage agent.

[upssalesguy]

my customer is a former UPS operations manager who took a buyout in 2001 and he told me today they keep making these claims. He was adament that fedex would have one pickup soon, because that is what he keeps being told. I asked him if I had anything to worry about (considering he had switched the them based on price a year back) and he said not a chance.

as long as fedex keeps treating ground as seperate, they are going to keep loosing customers with complicated supply chains. Fedex keeps buying accounts in hopes services improves. all it does is dillute their revenue per piece and ultimatly, improves UPS' value proposition. I hope they never combine. As long as it is independant contractors, UPS is well positioned for the accounts we want.

[Ricochet1a]

FedEx isn’t worried about customers getting Express and Ground mixed up…. too much. FedEx is marketing Ground based on absolute lowest price to move volume from place to place. This is part of the schizophrenic approach FedEx is taking with customers. On the one hand FedEx markets Express as a high service level operation, with individualized attention. On the other, FedEx markets Ground as an absolute low price alternative to move volume, with no real service provided. Even the USPS provides better service than Ground. This is what confuses customers. They see “FedEx” and think “service”. They get that with Express, they don’t with Ground and Express Couriers won’t give them the service for Ground pieces.

I think you’re right that this approach in the long run will hurt the FedEx brand. FedEx developed some good amount of esteem with the FedEx (Express) brand up to about 5 years ago. With the decision to apply that brand to everything Fred Smith wants to do, the brand is losing its luster and customers are getting ticked off – FedEx isn’t necessarily FedEx anymore.

FedEx (Corporation) would’ve been better off keeping the RPS “brand”, and merely adding on to that something along the line of “A subsidiary of FedEx Corporation” in small print. People would’ve known that RPS was owned by “FedEx”, but it WASN’T really “FedEx”. I know that once I educate my customers, they tend to choose UPS for their non-time critical shipments. They want to save on shipping on non critical shipment, but they also want some level of service. As long as the IC model is in place for Ground (I don’t EVER see that changing), potential business will be lost to UPS.

[FedEx All the Way!]

Originally Posted by MrFedEx

It make make sense, but it reveals that FedEx has been lying about the two operations (Ground and Express) being separate. Since this is one of the key arguments in Brownbailout.com, it's essential that the truth be revealed. FedEx does operate in the same manner as UPS, and is not inherently different. We have known that Express was moving via Ground in trucks for a long time...the aircraft movement is new.

For my challenged Kool-Aid boy, an FDR indicating Ground containers aboard a FedEx aircraft is absolute proof that Ground packages are moving via the Express system. I saw the manifest, which clearly indicated Ground LD3's in the bellies of the plane. If I reveal the destination(s), the ramp agents who provided me a copy could get in big trouble. I'll say it real slow so you can understand, OK? The FDR lists every container loaded onto the aircraft, it's type, it's location (upper deck or lowers),it's service level, and it's weight. It also indicates whether or not the container is Express or Ground. If you want to keep thinking the Earth is flat and that gravity is one of Satan's tricks, please continue to be a stump. You and FEATW can debate whether or not dinosaurs once roamed the world.

Like I said in my previous post "OH MY GOD!" Why do you interact with (as you so call everyone) KOOL-AID" drunks - you seem to know everything from paperwork to who drinks Kool-Aid - you're limiting yourself by working for Fred - what you really should be doing in life is being "Obama's right hand!" The economy sure needs you!
So, please, put the cat back into the bag -
You mean dinosaurs didn't roam the world????? - LOL, LOL, LOL.

[FedEx All the Way!]

Originally Posted by MrFedEx

I wish I knew. Until the Ground contractor issue is settled in the courts, FedEx can't combine services. If they become "employees" at some point in the near future, everything could change.

The VP probably doesn't know either and is just saying what he needs to to eventually win the customer back. FedEx knows the current model is stupid and inefficient, but that's how Fred set it up when he bought out RPS. Smart guy, that Fred.

We actually discussed this recently at a meeting. Express people hate the way Ground slobs make us look bad with their crap service and "interesting" drivers. FedEx made it worse by making the uniforms almost indistinguishable to the customer, who is expected to figure out which FedEx he/she is dealing with when they see their driver. Is it Freight, LTL, Express or Ground? Oh, eff it all, I'll just call UPS, is the attitude some customers eventually adopt....can you blame them?

You should have the same attitude - only give UPS your resume!!!!!

[FedEx All the Way!]

Originally Posted by MrFedEx

It was brought to my attention today that FedEx Express aircraft are now flying Ground packages. We aren't supposed to know this, but it's happening. Perhaps we should all mention this at our next station meeting and watch the manager's jaw hit the floor.

This may be a prelude to XS and E2 going over to Ground, or it might just be a utilization of excess lift capacity. Either way, aren't these operations claimed to be separate according to Mr Smith? That kind of makes a lot of the claims on Brownbailout.com bogus, doesn't it? More lies and cover-ups from the master of both.

WOW! Did Fred close-up FedEx the day he sat next to you and got your attention!!!! I and so many others are so impressed -- GREAT JOB! WELL DONE! SUPER!

[MrFedEx]

Originally Posted by FedEx All the Way!

WOW! Did Fred close-up FedEx the day he sat next to you and got your attention!!!! I and so many others are so impressed -- GREAT JOB! WELL DONE! SUPER!

I see you got your brother "Chad" on here helping you out. 0+0 still equals 0, so you two have a lot in common in the IQ department. As usual, your post makes no sense at all.

[starglacier]

MrFedex is right fedex has been doing it for years. I order flowers on friday morning
figuring I will meet my coworker for pkg. LO_Behold who knocks on the door Fedex home delivery. What a Valentime day surprise to me.

[TechGrrl]

Originally Posted by Ricochet1a

I haven't been able to confirm this on my own, but it does make some sense. Express aircraft are flying with many voids on them, and if they can fill up those spaces with Ground freight out of the Memphis market, they can cut a day or two on shipping time to the east and west coasts. By moving Ground packages at "Express" speed, FedEx may be trying to steal market share from UPS out of the Memphis market and possibly the entire south east.
...snip...
It would be all part of the charade of FedEx claiming Express and Ground are two separate operating companies, but are cooperating with each other at every opportunity.

Just a dumb ex-UPSer here, but how does this strategy steal market share from UPS? Don't you think UPS (which really IS integrated) doesn't use this same strategy as well? Also, it only works if you have empty space on the premium transport mode. Once the economy starts to recover, it become insane to fill that space with 'cheap' stuff instead of 'premium' stuff. At that point, you dump that volume back into your slower ground system, and all those customers who got used to caviar service at McDonald's prices get seriously annoyed....

[Ricochet1a]

Originally Posted by TechGrrl

Just a dumb ex-UPSer here, but how does this strategy steal market share from UPS? Don't you think UPS (which really IS integrated) doesn't use this same strategy as well? Also, it only works if you have empty space on the premium transport mode. Once the economy starts to recover, it become insane to fill that space with 'cheap' stuff instead of 'premium' stuff. At that point, you dump that volume back into your slower ground system, and all those customers who got used to caviar service at McDonald's prices get seriously annoyed....

In the short term, you can give them "Express" times with "Ground" prices. Think of it as a form of advertising. Like all "teaser" promotions, either the price will eventually go up, or the customer will get less for their dollar.

When the economy starts to recover, these customers are already shipping with Ground. They can switch to UPS, but if the costs and delivery times are comparable, why bother? My ISP did the same thing to me. Low teaser rate for a year then jacked up the price. The cost difference between what I'm getting an the competing provider isn't enough for me to bother with switching. So the teaser rate worked.

If a company can grab market share with no real cost for doing so, they'll do it every time. Maintaining market share is a battle, but when the competitors are so closely matched, most customers will choose to stay with the service they have. The real issue is whether Ground can provide the minimum level of service with its low prices to keep customers when the economy improves. UPS is hopeing that the customers will come back. FedEx is betting that customers want low rates more than a higher service level.

There is a side problem for FedEx though in this strategy. They are using the same brand name (FedEx) to apply to two completely different services. One a high expense high service overnight option and the other a basement price low service get it there in a few days option. A very schizophrenic business model. The FedEx brand should've never been applied to the Ground business.

[unionman]

Originally Posted by Ricochet1a

In the short term, you can give them "Express" times with "Ground" prices. Think of it as a form of advertising. Like all "teaser" promotions, either the price will eventually go up, or the customer will get less for their dollar.

When the economy starts to recover, these customers are already shipping with Ground. They can switch to UPS, but if the costs and delivery times are comparable, why bother? My ISP did the same thing to me. Low teaser rate for a year then jacked up the price. The cost difference between what I'm getting an the competing provider isn't enough for me to bother with switching. So the teaser rate worked.

If a company can grab market share with no real cost for doing so, they'll do it every time. Maintaining market share is a battle, but when the competitors are so closely matched, most customers will choose to stay with the service they have. The real issue is whether Ground can provide the minimum level of service with its low prices to keep customers when the economy improves. UPS is hopeing that the customers will come back. FedEx is betting that customers want low rates more than a higher service level.

There is a side problem for FedEx though in this strategy. They are using the same brand name (FedEx) to apply to two completely different services. One a high expense high service overnight option and the other a basement price low service get it there in a few days option. A very schizophrenic business model. The FedEx brand should've never been applied to the Ground business.

UPS has been doing just the opposite. they put there next day air packages on trucks. They have been doing this ever since they started consolidating there flights. I have heard, but I can't prove that they have been leaving packages behind at gateways because they are cutting to many flights.

[TechGrrl]

Originally Posted by Ricochet1a

In the short term, you can give them "Express" times with "Ground" prices. Think of it as a form of advertising. Like all "teaser" promotions, either the price will eventually go up, or the customer will get less for their dollar.

If a company can grab market share with no real cost for doing so, they'll do it every time. Maintaining market share is a battle, but when the competitors are so closely matched, most customers will choose to stay with the service they have. The real issue is whether Ground can provide the minimum level of service with its low prices to keep customers when the economy improves. UPS is hopeing that the customers will come back. FedEx is betting that customers want low rates more than a higher service level.

There is a side problem for FedEx though in this strategy. They are using the same brand name (FedEx) to apply to two completely different services. One a high expense high service overnight option and the other a basement price low service get it there in a few days option. A very schizophrenic business model. The FedEx brand should've never been applied to the Ground business.

You make a lot of sense, particularly with regard to the branding dilution. I think in the long run that is a much bigger problem. However, I still think it is unlikely that FedEx can steal much volume in this fashion, since UPS has the exact same avenue available to it. I suspect about 80% of the customers have BOTH companies, so it is just a matter of moving the pile from one dock to the other.

[bbsam]

Originally Posted by Ricochet1a

In the short term, you can give them "Express" times with "Ground" prices. Think of it as a form of advertising. Like all "teaser" promotions, either the price will eventually go up, or the customer will get less for their dollar.

When the economy starts to recover, these customers are already shipping with Ground. They can switch to UPS, but if the costs and delivery times are comparable, why bother? My ISP did the same thing to me. Low teaser rate for a year then jacked up the price. The cost difference between what I'm getting an the competing provider isn't enough for me to bother with switching. So the teaser rate worked.

If a company can grab market share with no real cost for doing so, they'll do it every time. Maintaining market share is a battle, but when the competitors are so closely matched, most customers will choose to stay with the service they have. The real issue is whether Ground can provide the minimum level of service with its low prices to keep customers when the economy improves. UPS is hopeing that the customers will come back. FedEx is betting that customers want low rates more than a higher service level.

There is a side problem for FedEx though in this strategy. They are using the same brand name (FedEx) to apply to two completely different services. One a high expense high service overnight option and the other a basement price low service get it there in a few days option. A very schizophrenic business model. The FedEx brand should've never been applied to the Ground business.

Ok, Ricochet. I know you are not impressed with service from ground. I realize that you and MrFedex and others around here (myself included) can tell all kinds of horror stories about certain ground drivers. Should you ever want to take a ride on the wild side and see the real story, I could probably arrange it. These are not DHL routes. And one of the reasons customers use ground is not the "we don't care when it gets there". The fact of the matter is that in alot of instances next day service can be had through ground. You seem to be very good with numbers, but it seems that information you could get about on time percentages for ground is not something you are interested in. So for all the stories about how "this package was lost by ground for eight days", I can probably find more interesting ones. Like how a certain gun manufacturer in the midwest switched to ground because certain packages (hand guns) kept coming up missing from Chicago hubs. How do I know that? Customer told me so. Think FedEx is going to lose that shipper (300-1000ppd) back to UPS? Probably not.

[MrFedEx]

Originally Posted by bbsam

Ok, Ricochet. I know you are not impressed with service from ground. I realize that you and MrFedex and others around here (myself included) can tell all kinds of horror stories about certain ground drivers. Should you ever want to take a ride on the wild side and see the real story, I could probably arrange it. These are not DHL routes. And one of the reasons customers use ground is not the "we don't care when it gets there". The fact of the matter is that in alot of instances next day service can be had through ground. You seem to be very good with numbers, but it seems that information you could get about on time percentages for ground is not something you are interested in. So for all the stories about how "this package was lost by ground for eight days", I can probably find more interesting ones. Like how a certain gun manufacturer in the midwest switched to ground because certain packages (hand guns) kept coming up missing from Chicago hubs. How do I know that? Customer told me so. Think FedEx is going to lose that shipper (300-1000ppd) back to UPS? Probably not.

A lot of stuff "disappears" from our hubs too.

[Ricochet1a]

Originally Posted by FedEX 4 Life

Dont you mean station?Are you now even trying to sound like a UPS employee calling your workplace a Hub.


Pathetic!

Try this...

Talk to a CSA who has been around for a few years. They'll tell you that when customers come in to complain about a package that didn't get delivered, a trace is placed upon it. 80-90% of the time the package "disappears" in either the hub or ramps. More often than not it is a missort, but sometimes things do vanish out of AGFS.

Having participated in investigations of lost packages, I can state there are some rather slow witted handlers that think they can make out with an IPod or Blackberry and not get caught. They make it out if all they steal is one, but more often than not they keep up with the pilfering. They don't understand that packages are tracked with every movement and to the employee in most circumstances. If the trail repeatedly ends with packages showing up missing when they should've been in a certain handlers cargo container, it takes just a day or two to get the evidence on that handler and out the door they go.

[Ricochet1a]

Originally Posted by bbsam

Ok, Ricochet. I know you are not impressed with service from ground. I realize that you and MrFedex and others around here (myself included) can tell all kinds of horror stories about certain ground drivers. Should you ever want to take a ride on the wild side and see the real story, I could probably arrange it. These are not DHL routes. And one of the reasons customers use ground is not the "we don't care when it gets there". The fact of the matter is that in alot of instances next day service can be had through ground. You seem to be very good with numbers, but it seems that information you could get about on time percentages for ground is not something you are interested in. So for all the stories about how "this package was lost by ground for eight days", I can probably find more interesting ones. Like how a certain gun manufacturer in the midwest switched to ground because certain packages (hand guns) kept coming up missing from Chicago hubs. How do I know that? Customer told me so. Think FedEx is going to lose that shipper (300-1000ppd) back to UPS? Probably not.

I'm very much aware of the expansion of the areas which Ground can provide next day service. Believe me, I've seen Express business lost to this.

I'm speaking from experience from my customers that constantly have problems with getting service out of Ground that they take for granted out of Express. They like the prices, but the service is horrible. It isn't the drivers, it is the SYSTEM. Yes, the drivers tend to be "colorful". The problem is getting the level of service that they have associated with "FedEx" out of Ground - can't do it. Customers are learning that FedEx isn't necessarily FedEx. I'm not trying to slam Ground drivers, I'm slamming a decision by Fred to apply the FedEx brand to everything he wants to own and expect the customers to not realize the differences.

Up until about a year ago, Express Couriers more or less "ran cover" for Ground, taking up the slack in service. Customers would include Ground packages in their daily pickups and Express Couriers would scoop them up and take them back into the Express stations with them. This isn't happening much anymore. With the hit to the economy, customers began switching to Ground to save on their shipping costs, BUT expected the same level of service they received with Express - didn't happen. They began coming back and using Express Saver to save and get service.

I have nothing against Ground drivers. I wish they had an opportunity to organize to achieve a better compensation package. Even those who sport more tattoos than natural teeth and choose to have colored Mohawks deserve to make a decent and respectible living. Dental work isn't cheap after all. No hard feelings to the Ground drivers....

[MrFedEx]

Originally Posted by FedEX 4 Life

Dont you mean station?Are you now even trying to sound like a UPS employee calling your workplace a Hub.


Pathetic!

Memphis is a HUB, Oakland is a HUB, Indy is a HUB. If you worked for FedEx you'd probably know that, wouldn't you?

[bbsam]

Originally Posted by Ricochet1a

I'm very much aware of the expansion of the areas which Ground can provide next day service. Believe me, I've seen Express business lost to this.

I'm speaking from experience from my customers that constantly have problems with getting service out of Ground that they take for granted out of Express. They like the prices, but the service is horrible. It isn't the drivers, it is the SYSTEM. Yes, the drivers tend to be "colorful". The problem is getting the level of service that they have associated with "FedEx" out of Ground - can't do it. Customers are learning that FedEx isn't necessarily FedEx. I'm not trying to slam Ground drivers, I'm slamming a decision by Fred to apply the FedEx brand to everything he wants to own and expect the customers to not realize the differences.

Up until about a year ago, Express Couriers more or less "ran cover" for Ground, taking up the slack in service. Customers would include Ground packages in their daily pickups and Express Couriers would scoop them up and take them back into the Express stations with them. This isn't happening much anymore. With the hit to the economy, customers began switching to Ground to save on their shipping costs, BUT expected the same level of service they received with Express - didn't happen. They began coming back and using Express Saver to save and get service.

I have nothing against Ground drivers. I wish they had an opportunity to organize to achieve a better compensation package. Even those who sport more tattoos than natural teeth and choose to have colored Mohawks deserve to make a decent and respectible living. Dental work isn't cheap after all. No hard feelings to the Ground drivers....

But Ricochet, be true to your reputation. Put the numbers up. Let's see whtat the customers are complaining about. You know Fedex is all about those numbers. Or...maybe the numbers won't support your claims?

[MrFedEx]

Originally Posted by Ricochet1a

Try this...

Talk to a CSA who has been around for a few years. They'll tell you that when customers come in to complain about a package that didn't get delivered, a trace is placed upon it. 80-90% of the time the package "disappears" in either the hub or ramps. More often than not it is a missort, but sometimes things do vanish out of AGFS.

Having participated in investigations of lost packages, I can state there are some rather slow witted handlers that think they can make out with an IPod or Blackberry and not get caught. They make it out if all they steal is one, but more often than not they keep up with the pilfering. They don't understand that packages are tracked with every movement and to the employee in most circumstances. If the trail repeatedly ends with packages showing up missing when they should've been in a certain handlers cargo container, it takes just a day or two to get the evidence on that handler and out the door they go.

IPods, jewelry, laptops, expensive clothing, and on and on. FedEx will often take months building an iron-clad case against an employee by proving multiple thefts or by trying to nab others who might have created a theft ring. Over the years I've seen CTV drivers canned for meeting accomplices on the road to hand over pkgs, couriers fired for stealing huge diamonds and/or jewelry, and handlers escorted off the premises with something stuffed down their pants. Drugs and cash are also popular to steal. Some couriers will slit open a residential pkg to see if there is pot, coke, hash etc inside and then take it because they know the recipient isn't going to file a claim. It's happened a lot and still happens.

[MrFedEx]

Originally Posted by bbsam

But Ricochet, be true to your reputation. Put the numbers up. Let's see whtat the customers are complaining about. You know Fedex is all about those numbers. Or...maybe the numbers won't support your claims?

Come on. Nobody needs to post any numbers. My customers complain all the time about Ground but they keep using it because it's inexpensive. You get what you pay for.

Whenever I see an old ex-RPS Ground Walk-In wobbling down the road with someone who looks like they just were released from prison driving, that's what the customer sees too. Every once in awhile I'll see a Ground driver who looks professional, has a well-maintained truck, and really cares about what he does. But that's the exception.

During a typical week I'll be approached by at least several customers asking one of the following questions;

1. "Can you pick-up my pkgs? I haven't seen the Ground guy in 2 days".

2. "This isn't my pkg. It's addressed to another business/residence".

3. "FedEx doesn't care how they handle pkgs. Just look at this (Ground) pkg!" (box is now round instead of square or rectangular")

4. " I'm going to stop using FedEx if I don't get better service". (When I try to explain that Ground and Express are separate entities, I get a look of bewilderment).

Want more?

[Ricochet1a]

Originally Posted by bbsam

But Ricochet, be true to your reputation. Put the numbers up. Let's see whtat the customers are complaining about. You know Fedex is all about those numbers. Or...maybe the numbers won't support your claims?

If there was a database that I could access, I would. For the pension stuff, it took me about 10 minutes on Excel to get a model created and another few minutes to check the TVM calculations.

The information that would be needed to compare customer complaints is VERY closely held by FedEx. On the Express side, this information is used to calculate the SQI numbers. The SQI is never defined to line employees, just the final percentage over or under the target is posted. In the day, our "bonus" was dependent on making a certain percentage over the SQI along with corporate profitability. Now, that is obviously gone and we're moving in the opposite direction as far as compensation.

If you have a link to a web source which has the type of information used to calculate SQI, I'll take a stab at comparing numbers and seeing if there is any causal link or no statistical association indicated. As I said, this type of information isn't released to the public, so I don't think any sort of quantative analysis can be performed regarding customer satisfaction. That leaves us with what can only be described as anecdotal accounts.

[bbsam]

Originally Posted by MrFedEx

Come on. Nobody needs to post any numbers. My customers complain all the time about Ground but they keep using it because it's inexpensive. You get what you pay for.

Whenever I see an old ex-RPS Ground Walk-In wobbling down the road with someone who looks like they just were released from prison driving, that's what the customer sees too. Every once in awhile I'll see a Ground driver who looks professional, has a well-maintained truck, and really cares about what he does. But that's the exception.

During a typical week I'll be approached by at least several customers asking one of the following questions;

1. "Can you pick-up my pkgs? I haven't seen the Ground guy in 2 days".

2. "This isn't my pkg. It's addressed to another business/residence".

3. "FedEx doesn't care how they handle pkgs. Just look at this (Ground) pkg!" (box is now round instead of square or rectangular")

4. " I'm going to stop using FedEx if I don't get better service". (When I try to explain that Ground and Express are separate entities, I get a look of bewilderment).

Want more?

No. I don't want more. I want numbers. I want them posted so that we can quantify the data. I have already stipulated to the fact that Ground has it's share of problems. But every statement you have posted I have heard applied to Ups. Again, annectdotal evidence is considered the weakest. This is an opportunity to strengthen your assertion that Grounds service lags far behind the competition.

So aren't you just a little curious what the empirical evidence would reveal? Or is your personal experience so vast that no evidence contrary to your own personal persuasion need be considered?