Customer won't call in pick up, calls in complaint.

[crow27]

I am on a business heavy route with a lot of pick-ups (85-110 business stops, 15-40 residential, ~30ish scheduled pickups). When businesses have unscheduled pickups for me most of the time it's no problem as it's just one, two even four or five I scan under special counts and keep going.

Today I got a complaint from a customer-- who regularly leaves pile of boxes at the front desk for me to pick up, which I do-- that I refused to pick-up when I simply asked them to call them in because it was 2:48 and I had to make another saver...I wouldn't have time to load up their stuff, cart it down the elevator and into PC.
Normally it isn't an issue although I've suggested they try scheduling a pickup, all she told me was "I called UPS and they told me you can't refuse a pickup" asking me my last name and what-not...sometimes my hands are tied like today to make a saver, and getting to the 30+ customers who actually pay UPS for me to come by.

My sup talked to me about it today and implied he doesn't want to have to get involved, and for me to be a professional bring in the volume etc. Am I wrong for asking them to call these in?

TL;DR- Customer wants free pickup everyday with their deliveries, says I have to take them no matter what (most of time I do, but couldn't today)

 

[Rack em]

If you don't have time to pick up unscheduled pick ups then you don't have time. Tell your supervisor you can do the "free" pick up but miss service on at least one, if not more, packages. He would tell you to leave the packages and make service every time.

As long as you are "professional" with the customer, you can't be disciplined for anything.

 

[dookie stain]

you don't have to take anything. friend those cheap bums. Same with the people who have the UPS "yes/no" signs but aren't a scheduled pickup...honk honk byyyyyeeeeee

 

[tadpole]

Tell them you'll be right back for the packages. Come back to pick them up after you deliver the saver.

 

[Rack em]

you don't have to take anything. friend those cheap bums. Same with the people who have the UPS "yes/no" signs but aren't a scheduled pickup...honk honk byyyyyeeeeee

Roll damn tide?

Tell them you'll be right back for the packages. Come back to pick them up after you deliver the saver.

So then run up your miles and have your sup asking why you were over your miles or over allowed because you drove back to a place to do a FREE pickup? If the packages have to be sent out that day the customer can pay for a pick up or take them to a ups store.

 

[johnny_hotdog]

I always thought that we were supposed to pick up whatever customers gave us but I believe in one of the training modules I did recently it said if a customer is requesting an unscheduled pickup that will cause you to miss service you must not do the pickup and tell the customer to make other arrangements.

 

[Jones]

Sounds like someone is gonna start getting their deliveries at 1700 every day.

 

[dookie stain]

Roll damn tide?


So then run up your miles and have your sup asking why you were over your miles or over allowed because you drove back to a place to do a FREE pickup? If the packages have to be sent out that day the customer can pay for a pick up or take them to a ups store.

 

[El Correcto]

So then run up your miles and have your sup asking why you were over your miles or over allowed because you drove back to a place to do a FREE pickup? If the packages have to be sent out that day the customer can pay for a pick up or take them to a ups store.

If that's what the supervisor wants give it to them. I see no problem with running up miles and over allowed as long as you are working as instructed and making service.

 

[crow27]

Tell them you'll be right back for the packages. Come back to pick them up after you deliver the saver.

I basically have ~100 businesses to get off before 3:30-3:45 then pickups all the way until 5:15-5:30 so it's not always possible to go back but I do if I can.
(Nobody bid on this route for a reason)

 

[Sweeper]

Tell them you'll be right back for the packages. Come back to pick them up after you deliver the saver.

If you can't service the customer, for whatever reason, call the center and put it in there lap. Definitely don't miss service commitments due to an unscheduled pick up though. Unless directed

 

[Coldworld]

I am on a business heavy route with a lot of pick-ups (85-110 business stops, 15-40 residential, ~30ish scheduled pickups). When businesses have unscheduled pickups for me most of the time it's no problem as it's just one, two even four or five I scan under special counts and keep going.

Today I got a complaint from a customer-- who regularly leaves pile of boxes at the front desk for me to pick up, which I do-- that I refused to pick-up when I simply asked them to call them in because it was 2:48 and I had to make another saver...I wouldn't have time to load up their stuff, cart it down the elevator and into PC.
Normally it isn't an issue although I've suggested they try scheduling a pickup, all she told me was "I called UPS and they told me you can't refuse a pickup" asking me my last name and what-not...sometimes my hands are tied like today to make a saver, and getting to the 30+ customers who actually pay UPS for me to come by.

My sup talked to me about it today and implied he doesn't want to have to get involved, and for me to be a professional bring in the volume etc. Am I wrong for asking them to call these in?

TL;DR- Customer wants free pickup everyday with their deliveries, says I have to take them no matter what (most of time I do, but couldn't today)

You are getting scewwd on this run...

 

[JustAnotherSup]

I'm surprised that your supervisor wants you to pick up packages for free. I'm even more surprised they want you to pick up packages for free when it would lead to a service failure.

Not only that, I'd even be somewhat surprised if the OMS who handled the complaint didn't tell the customer the same thing you did... And only talked to your supervisor because you were picking up packages for free.

I can only imagine that your center manager would be similarly surprised about all of these things.

With that said... Work as instructed, until instructed otherwise. It's your supervisor's call. I'd just make sure you have those instructions clearly documented.

 

[Coldworld]

I'm surprised that your supervisor wants you to pick up packages for free. I'm even more surprised they want you to pick up packages for free when it would lead to a service failure.

Not only that, I'd even be somewhat surprised if the OMS who handled the complaint didn't tell the customer the same thing you did... And only talked to your supervisor because you were picking up packages for free.

I can only imagine that your center manager would be similarly surprised about all of these things.

With that said... Work as instructed, until instructed otherwise. It's your supervisor's call. I'd just make sure you have those instructions clearly documented.

Guys have been "fired" for this exact same thing...if they don't pay a pu fee you don't stop ... they can hand the pkgs to you while you are there delivering...end of story.

 

[UpstateNYUPSer(Ret)]

I'm surprised that your supervisor wants you to pick up packages for free. I'm even more surprised they want you to pick up packages for free when it would lead to a service failure.

Not only that, I'd even be somewhat surprised if the OMS who handled the complaint didn't tell the customer the same thing you did... And only talked to your supervisor because you were picking up packages for free.

I can only imagine that your center manager would be similarly surprised about all of these things.

With that said... Work as instructed, until instructed otherwise. It's your supervisor's call. I'd just make sure you have those instructions clearly documented.

Sounds like the complaint was less about the pickup and more about the OP's attitude when dealing with the customer.

 

[Indecisi0n]

I'm surprised that your supervisor wants you to pick up packages for free. I'm even more surprised they want you to pick up packages for free when it would lead to a service failure.

Not only that, I'd even be somewhat surprised if the OMS who handled the complaint didn't tell the customer the same thing you did... And only talked to your supervisor because you were picking up packages for free.

I can only imagine that your center manager would be similarly surprised about all of these things.

With that said... Work as instructed, until instructed otherwise. It's your supervisor's call. I'd just make sure you have those instructions clearly documented.

As far as I understand, putting it in an unscheduled isn't free. They will get charged for the pickup.

 

[UpstateNYUPSer(Ret)]

As far as I understand, putting it in an unscheduled isn't free. They will get charged for the pickup.

This is not true.

 

[TearsInRain]

your sup is a maroon

 

[MyTripisCut]

EVERY sup is a maroon

Here go! fixed it for you...

 

[FrigidFTSup]

Here go! fixed it for you...