At What Lenghts Should Our Service Extend?

[UpstateNYUPSer]

We don't lose money by holding their pkg(s) for a day or so and retain that customer for future deliveries. I agree with you that the policy on NM3 is RTS but no one is being hurt by the practice in your center. Now, if they are NM3 and then ask that the pkgs be redelivered at a future, I would have an issue with that, as I am sure your CM would.

[browniehound]

Originally Posted by The-UK-Guy

how about building a good relationship with the customer instead ?
it doesnt take long to train a customer , a couple of extra minutes on your second or third time picking up there should solve the problem. I usualy give the customer my cel number and have them call me when the packages are ready. I show them how to prepare the package and fill out any paper work and try to work out a schedual that works for both of us.
they know that I will usually be turning up at a certain time and will call me if they arent going to be ready. I also make it a point to know which driver ( if any ) will be passing by the area later than me so I can call and have them get the package. If you make the effort to work with the customer they will usualy make the effort back. I bet you wouldnt mind waiting 30 mins for 1 packaage if it was at a playboy bunny photo shoot huh !

UK guy,
If he was a regular customer I would have the patience to deal with him. This is a different story. This person never uses UPS and was only on my area that day for a meeting I guess because I've never seen hime before. To add to my frustation he spoke broken english and it was very difficult to understand what he was saying.

You say its our job to pick up packages and I agree. But how long are we supposed to wait? Is it 5 minutes? 10, 15, 20? It took me in the 15 minutes range to get this one package, fill out the GSD myself, tape the box and go on my way. Why should I be doing this? All of my other customers package and label their own parcels, why should it be different for any other customers?

I also had to bite my tongue with him, and don't like to do that because it hurts. After I called him and he said give me five minutes and he came down and he said "hold on a minute, I have to go my car". When he came back I asked "why didn't you have the package with you, you knew I was coming and I really can't be waiting this long for you". He then barked out, well you "guys" were supposed to pick this up before 5 yesterday in Boston and didn't so YOU WILL wait for me!

I'm under pressure to make my SPORH from my sup. and this one customer for a lousy $5 package prevents me from making it.

Also, why am I required to call this person to let him know I was there? What if I don't have a cell or left it at home that day? Why couldn't he just give his location so I could find him?

Most people aren't like this, but the ones that are really get under my skin

[browniehound]

Originally Posted by RockyRogue

He's not out line. He's making a legit complaint. If UPS is going to hold its drivers accountable for getting 140 stops (lets say 200 packages) off the car in 9 hours (the usual time a driver is supposed to work) with an hour lunch, its not too much to ask for UPS to provide the assistance the driver needs to complete that task in the designated time. If that means the driver--the guy 'on the ground'--refuses to pick up the package because he doesn't have enough information to get him to where needs to be, that shouldn't get him in trouble. He needs to tell dispatch he doesn't have sufficient information and request the additional information but he should not be responsible for a customer's lack of clarity. In the end, yes, he should make the pick-up but there's got to be a line here....somewhere. -Rocky

Thanks Rocky. I don't want to be a jerk out there but there HAS to be a line somewhere. The question becomes, where is it? Apparently UKGuy believes there is no line and that I totally disagree with.

[feeder53]

I do not draw that line, UPS MGMT draws the line. I work as directed. The only thing is, that I notify my MGMT of the delays.

[BigBrownSanta]

I would've had to tell him to call the 800 number and reschedule another pickup when he gets everything together. Then I would've left and stop completed the pickup as not ready.

I would wait for the customer as long as it is reasonable. Just send a message back to the center making them aware of the lost time. Then document it yourself. UPS management conveniently ignores these situations when they are harassing employees for production.

[brownrodster]

I had a totally random person ask me if I could pick something up the other day. Instantly I knew it would be a time wasting experience. I gave here a few GSD's and said call the 1800 number when you have it ready to schedule a pickup and went on my way! I handled it in a professional matter and we were both happy when we parted company. There often are ways to deal with these situations that are mutually beneficial. However, there will be times when the driver is completely screwed. It sucks but I guess that's what we get paid to do.

[looper804]

Originally Posted by BigBrownSanta

I would've had to tell him to call the 800 number and reschedule another pickup when he gets everything together. Then I would've left and stop completed the pickup as not ready.

Then you will get a message from the center 10 minutes later to go back because the customer is now ready.

[brownmonster]

The phone centers didn't have 15 minutes to waste on a customer and printing out a nice convenient label for the driver. We on the other hand have 15 minutes to waste at 3 times the hourly wage.

[BigBrownSanta]

Originally Posted by looper804

Then you will get a message from the center 10 minutes later to go back because the customer is now ready.

I guess if they know the number to the center, I might get that message. Most people don't know the number though. Even so, at least I know they should be ready this time and I would return...

but at a time that is to my convenience, not theirs.