How Do You Handle Stupid Non-Customers? - Page 2 - Brown Cafe

upsguy72 · 10-31-2009, 01:07 PM

Quote:

Originally Posted by browniehound

Yeah, instead of parking in the most efficient place, I must park on the side, ring a phone, wait to get buzzed in and then go up an elevator. There is nothing I can do, its their property and its their policy for everyone except the mailman.

There property what they have parking police screw them I'd park where ever is the most efficient for me and I bet your ORS would do the same. If the customer said something I'd say ok and park in the same place the next day let them call the building and complain. Unless it's a saftey issue then you shouldn't have a problem with you SUP especially if it takes more time and it makes you have to back up.

Customers complain about stuff like that everyday, drivers don't hear about becasue management doesn't really give a crap unless it's a safety issue.

browniehound · 11-01-2009, 06:40 AM

Quote:

Originally Posted by upsguy72

There property what they have parking police screw them I'd park where ever is the most efficient for me and I bet your ORS would do the same. If the customer said something I'd say ok and park in the same place the next day let them call the building and complain. Unless it's a saftey issue then you shouldn't have a problem with you SUP especially if it takes more time and it makes you have to back up.

Customers complain about stuff like that everyday, drivers don't hear about becasue management doesn't really give a crap unless it's a safety issue.

C'mon UPSguy, I can't do that. Eventually after 4 complaints to UPS the sup will tell me to park on the side. There is a sign saying deliveries to the side of the building. Also, I'm friendly with most of the people there and don't want to piss anyone off.

However, if they call for a pick-up or are getting 20+ parcels or anything irregular, I go to the front and would kindly explain why I did so. Nobody said a word about this because I think they understand. They would have jumped all over me if it was just 1 box. At least someone understands...

dilligaf · 11-01-2009, 06:51 AM

Quote:

Originally Posted by browniehound

C'mon UPSguy, I can't do that. Eventually after 4 complaints to UPS the sup will tell me to park on the side. There is a sign saying deliveries to the side of the building. Also, I'm friendly with most of the people there and don't want to piss anyone off.

However, if they call for a pick-up or are getting 20+ parcels or anything irregular, I go to the front and would kindly explain why I did so. Nobody said a word about this because I think they understand. They would have jumped all over me if it was just 1 box. At least someone understands...

Brownie, I hear ya. We do have to take care of the customers. In your situation I probably wouldn't do anything differently. If you do what needs to be done with a smile customers tend to not get as pissy when we have to break a routine. This week, I had a regular customer that wants their deliveries at the back door. Fine with me, it is actually easier in the long run but when I have one box I go through the front door to the back fo the store. They don't complain because it doesn't happen very often. It works.

upsguy72 · 11-01-2009, 06:58 AM

Quote:

Originally Posted by browniehound

C'mon UPSguy, I can't do that. Eventually after 4 complaints to UPS the sup will tell me to park on the side. There is a sign saying deliveries to the side of the building. Also, I'm friendly with most of the people there and don't want to piss anyone off.

However, if they call for a pick-up or are getting 20+ parcels or anything irregular, I go to the front and would kindly explain why I did so. Nobody said a word about this because I think they understand. They would have jumped all over me if it was just 1 box. At least someone understands...

I'm confused there a sign to make deliveries to the side of the building or park on the side of the building? If there a sign that say make deliveries to side of the building than that is where you make them not the front door.

If find it hard to believe that some is tellling you where to park better yet your listen unless somedays you have 1 or 2 packages and go in the front door to save time then someone in the front office tells you not to park out front probably becasue they want you to deliver to the side of the building where the sign says to make all deliveries.

UPS doesn't give a crap where you park. The proof is the denver driver who racked up over $5000.00 worth of parking tickets last year.

You also say that the mailman gets to park up front probably becasue all his mail is for the front office. Which just comfirms what I said before they tell you not to park out front becasue they don't want you to deliver you packages to the front door.

cino321 · 11-01-2009, 07:37 AM

Quote:

Originally Posted by cachsux

..as he walks you out the door for failure to work as directed.

Where do you work at? In my building, that's a safety issue. Walking 50 yards to deliver anything is fatiguing.

cachsux · 11-01-2009, 07:38 AM

Quote:

Originally Posted by upsguy72

I'm confused there a sign to make deliveries to the side of the building or park on the side of the building? If there a sign that say make deliveries to side of the building than that is where you make them not the front door.

If find it hard to believe that some is tellling you where to park better yet your listen unless somedays you have 1 or 2 packages and go in the front door to save time then someone in the front office tells you not to park out front probably becasue they want you to deliver to the side of the building where the sign says to make all deliveries.

UPS doesn't give a crap where you park. The proof is the denver driver who racked up over $5000.00 worth of parking tickets last year.

You also say that the mailman gets to park up front probably becasue all his mail is for the front office. Which just comfirms what I said before they tell you not to park out front becasue they don't want you to deliver you packages to the front door.

It depends on the location. In my strip malls I would park out front regardless because the stores did not own the property. If it was a private business that owned its lot and they said park here,you parked there. Why start a pissing match over a little walking that you`re paid for anyway. A lot of time once you build a good rapour with the customer they would ease up on the rules and you could deliver the way that worked the best.

cachsux · 11-01-2009, 07:47 AM

Quote:

Originally Posted by cino321

Where do you work at? In my building, that's a safety issue. Walking 50 yards to deliver anything is fatiguing.

I assume you`re joking because if you puss out after 150ft you`ll never make it delivering a mall.
Like I said above,if it`s their property and they tell you to park and walk then you`ll park and walk. They could push the matter and say don`t park the "big brown truck" on my property and then you`ll be walking farther.

cino321 · 11-01-2009, 08:09 AM

Quote:

Originally Posted by cachsux

I assume you`re joking because if you puss out after 150ft you`ll never make it delivering a mall.
Like I said above,if it`s their property and they tell you to park and walk then you`ll park and walk. They could push the matter and say don`t park the "big brown truck" on my property and then you`ll be walking farther.

How do they expect to receive their delivery then?

What if I lived on your route, and told you that I don't like the way your truck looks in front of my house, and told you have to park in front one of my neighbors and walk to my house. Would you honor my request?

cachsux · 11-01-2009, 09:47 AM

Quote:

Originally Posted by cino321

How do they expect to receive their delivery then?

What if I lived on your route, and told you that I don't like the way your truck looks in front of my house, and told you have to park in front one of my neighbors and walk to my house. Would you honor my request?

No,because you don`t own the street. Now I did deliver to some very wealthy neighborhoods and if someone did`nt want you driving on their driveway then you parked in the street and walked it off.
The difference,not hard to understand,is private versus public property.

cino321 · 11-01-2009, 11:26 AM

Give me a break.

Browniehound, no reason you should have to go through this. Bring it up with your on car. If I were you I'd deliver them 10 minutes before they close unless they have premium packages, maybe then they'll budge.

cachsux · 11-01-2009, 12:44 PM

Quote:

Originally Posted by cino321

Give me a break.

Browniehound, no reason you should have to go through this. Bring it up with your on car. If I were you I'd deliver them 10 minutes before they close unless they have premium packages, maybe then they'll budge.

And when this business goes far enough up the UPS ladder to make a complaint you`ll be a good boy and deliver them in trace,parking where they ask you. So,once again,why start a pissing match you`ll ultimately lose?

UpstateNYUPSer · 11-01-2009, 12:49 PM

cino talks a real good game but would do what he is told just like the rest of us. If we are asked to park on the side and make the delivery through the side door then that is what we do. cach has to deal with this customer on a daily basis and it sounds like he has it under control. I would think that at a time when we seem to be losing accounts on a daily basis we should be doing all that we can to keep the ones we still have.

cachsux · 11-01-2009, 12:58 PM

Just as a correction I have been out of package since 95 but the "rules" still apply in feeder. Also when I had an assigned route it mattered more to keep people happy that I would see on a daily basis. But I am speaking from personal experience about getting into a p match with a customer. once they got to know me they didn`t mind if Cach came in the front because I was no longer just some delivery guy.

UpstateNYUPSer · 11-01-2009, 01:03 PM

When I first started on the area that I have now I was told that NDA for Staples had to go to the back door, so that is what I did. It seemed to take them forever to answer the back door so I asked them if it would be OK if I brought their NDA in through the front. They said no but as they got to know me and vice versa I now deliver their NDA through the front door.

dilligaf · 11-01-2009, 01:06 PM

Quote:

Originally Posted by UpstateNYUPSer

When I first started on the area that I have now I was told that NDA for Staples had to go to the back door, so that is what I did. It seemed to take them forever to answer the back door so I asked them if it would be OK if I brought their NDA in through the front. They said no but as they got to know me and vice versa I now deliver their NDA through the front door.

It's funny how every store is different. We deliver all of Staples pcs to the front door. There p/u is at the front door as well.

UpstateNYUPSer · 11-01-2009, 01:11 PM

The Staples here actually has 2 P/U accounts, one that is for pkgs for the store itself and is P/U when the ground delivery is made (in the rear of the store) and the other for customer drop offs which I make (in the front of the store) at 1800.

cachsux · 11-01-2009, 01:12 PM

My package route was all retail and office so it was in my best interest to get to know people especially the ones who would let me deliver the way that was best for me.

dilligaf · 11-01-2009, 01:53 PM

Quote:

Originally Posted by UpstateNYUPSer

The Staples here actually has 2 P/U accounts, one that is for pkgs for the store itself and is P/U when the ground delivery is made (in the rear of the store) and the other for customer drop offs which I make (in the front of the store) at 1800.

Same here except both p/u's are at the front door.

whiskey · 11-01-2009, 02:52 PM

Quote:

Originally Posted by browniehound

I experienced a situation today that involved a OCA pick-up from a non-customer that I think everyone here can relate to. I think I was very calm on the outside even though my patience was really wearing thin on the inside. I want to know how anyone else would handle this.

I get an OCA message for a business stop that I will be delivering to an hour later. This business uses Fed-Ex for its daily pick-up (yes, i tried the sales lead). The info on the OCA said 1 package and 0 for weight. It also said "customer needs GSD". Oh great, we all love seeing that, lol!

So I arrive there with 2 envelopes to deliver at about 1155. This company makes me park on the side of the building and walk about 50 yards to the front because the package car is an eyesore I guess.

So as I'm making the delivery at reception, a man rolls out this 89lb computer server with RMA numbers written all over it and says, "hold on, I'll be back with an address" and "you have a label for me, right?" Right then I knew it was trouble.

While he was doing that I moved the package car to the front of the building and grabbed an NDA ASD. I wanted to put pressure on this guy to hurry up because he knows my truck shouldn't be in front and if this idiot is going to waste my time, I'm going to push the NDA service on him.

I bring in one NDA ASD knowing from experience that they almost always make a mistake and need two. I didn't care, he's only getting one because I can't wait for him to fill out two. Sure enough, he begins to fill it out and says "Oh crap, do you have another one?" Good heavens. I told him no.

He edited it and slapped the ASD on this 89lb server 5 minutes later with RMA #'s wrtitten all over it but no addresses. Just what he wrote on the ASD. Would you ship a package with RMA #'s 3 inches tall on it and the address letters .5 cm on it? I think I would do the reverse. This is the level of intelligence we are dealing with!

So, I take my copy of the ASD and it has no account number or billing option checked. I ask him who's account number is he going to use and he looked at me like I was green. He asked the receptionist if they had an account number in which she said "yeah for Fed-Ex".

He then says, hold on, let me call CDW, they are the ones paying for it. WHOA, wait a second! I've already been here 10 minutes to deliver 2 envelopes and pick up 1 OCA, I cannot wait for him to call CDW. I told him to just call back when the package is ready and labeled.

Here is what really hurts and shows how ignorant some people really are. the package was to be pick-up via call-tag through CDW the following day (now I get why he said 'do you have a label for me') and this idiot calls UPS for a pick-up and fills out an ASD for NDA service on an 89 lb. package and didn't know I would show the next day for free with a call-tag.

I was there almost 12 minutes with this knuckle-head. So my questions are: How do you handle these situations? Do you cringe when you see "customer needs ASD" and why does UPS allow this to be an option. Anytime "needs ASD" is in the equation its at least a 10 minute ordeal. Why can't the 1-800-pick-ups person just instruct our customers that they need to print a label online and have the package ready for pick-up.

And it must be taped! How often do you get "I don't have any tape, do you?" Good grief! Sorry for the rant, I was just hoping to hear of a better way to handle these situations.

Thanks in advance,
Brownie

It's a good rant. These moments are rare. Just look at
the wasted time as overtime pay. And you should have GSD's on car. That's your fault. Never give up on hoping that someday they will switch to brown. And most managers are aware of these oddball moments on the road and will take the hit on overtime. Keep up the good work.

cino321 · 11-01-2009, 06:24 PM

I don't understand why you guys would cater to this stop so much.

Where I'm from no one would make me walk 50 yards to the entrance of a building to deliver a package. Pulling up to a side door or a dock is one thing, but parking 50 yards away is another.

What if you had a 10 or 20 piece drop of paper? Are you going to make 5-10 hand truck trips while your package car is parked 50 yards away? Would you walk it upstairs and put it away for them too? Where does it stop.

UPS's own methods teach us to park at the safest and most convenient location to the delivery point. 50 yards certainly is not.

And so what if they call up a complaint? Do you realize how ridiculous it would sound? "We want you to put your truck somewhere where the public won't see it because we think it's an eyesore."

rod · 11-01-2009, 10:33 PM

When they washed the vehicals every night they were a good looking fleet but now days most of them could be concidered an eyesore.

browniehound · 11-02-2009, 05:11 PM

Quote:

Originally Posted by upsguy72

I'm confused there a sign to make deliveries to the side of the building or park on the side of the building? If there a sign that say make deliveries to side of the building than that is where you make them not the front door.

If find it hard to believe that some is tellling you where to park better yet your listen unless somedays you have 1 or 2 packages and go in the front door to save time then someone in the front office tells you not to park out front probably becasue they want you to deliver to the side of the building where the sign says to make all deliveries.

UPS doesn't give a crap where you park. The proof is the denver driver who racked up over $5000.00 worth of parking tickets last year.

You also say that the mailman gets to park up front probably becasue all his mail is for the front office. Which just comfirms what I said before they tell you not to park out front becasue they don't want you to deliver you packages to the front door.

Just to be clear, the sign says Deliveries pointing to the side of the building. Once there, you must ring a phone in which the receptionist lets you in. Next, you must navigate a hallway with two heavy glass doors. Then you have to wait for the elevator to take you to reception.

If I could deliver to reception directly it would be a 1 second drive, a quick back and a 30 foot walk to the reception area. Instead I'm forced to use the difficult route...

upsguy72 · 11-02-2009, 05:17 PM

Quote:

Originally Posted by browniehound

Just to be clear, the sign says Deliveries pointing to the side of the building. Once there, you must ring a phone in which the receptionist lets you in. Next, you must navigate a hallway with two heavy glass doors. Then you have to wait for the elevator to take you to reception.

If I could deliver to reception directly it would be a 1 second drive, a quick back and a 30 foot walk to the reception area. Instead I'm forced to use the difficult route...

So where do you put the box next to the receptionist? What if you have a couple of trips with you hand cart. Once she let me in the Secure door I'd stack them next to the wall and walk down the hall and get a signature.

Do you put the packages away for her also. Give me a break I understand you want to keep customers happy but it seems that you let them walk all over you.

browniehound · 11-02-2009, 05:23 PM

Quote:

Originally Posted by dilligaf

Brownie, I hear ya. We do have to take care of the customers. In your situation I probably wouldn't do anything differently. If you do what needs to be done with a smile customers tend to not get as pissy when we have to break a routine. This week, I had a regular customer that wants their deliveries at the back door. Fine with me, it is actually easier in the long run but when I have one box I go through the front door to the back fo the store. They don't complain because it doesn't happen very often. It works.

I hear ya Dilli, I have another customer that doesn't want the package car parked in front of the dealership or on the property (Yes, I have a crapload of suck-a-- customers). They want the stuff delivered in the back where the auto parts guys go. Problem is, the driveway is at a 45 degree incline. I would bottom out at the very beggining of the hill.

The jerk Expects me to 2-wheel, tires, transmissions, exhausts, etc. up this hill? I can't do that. So what i do is park in front of the building next to the dealership and 2-wheel through the front door and bring it to the back. It really sucks because they get tires everyday.

I have another very bad parking requirement if you want to hear it, my route is full of them...

browniehound · 11-02-2009, 05:25 PM

Quote:

Originally Posted by upsguy72

So where do you put the box next to the receptionist? Once she let me in the Secure door I'd stack them next to the wall and walk down the hall and get a signature. Do you put the packages away for her also.

UPSguy,
I wish I had your balls. I can't do that. Every time I try to be firm and do that I get a comnplaint or resistance from the customer. What would I do if she wouldn't sign for them unless I brought them up?