I always go to the back too, and never have a problem with any delay that may come up. I just know this situation has happened (remember back before BASIC was a service and we had the odd few pkgs a year for the PO and we never went to the back then) to one unlucky, probably rushed and impatient driver. I am on first name terms with all my customers possible, PO included, and this is my most helpful tool in dealing with challenges, just being courteous. Sometimes I get held up, but mostly not. Mgmt team can never solve this kind of issue better than driver to customer can, unless there is a total breakdown in communication. And if they fix it in that situation, the driver will still have to cultivate the relationship or it will only be a temporary solution, imho.