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<blockquote data-quote="Ricochet1a" data-source="post: 556888" data-attributes="member: 22880"><p>Large volume customers have a lot of sway with FDX. If you dont't know that, well...</p><p> </p><p>Customers that ship as well as receive large volumes get that extra special treatment, or they're on the telephone to your station complaining that Courier X didn't meet their every whim. I've had first hand experience with this. </p><p> </p><p>I was regularily overloaded with P-1 and had a certain receiving department manager at at big box store think their time was much more important than mine. They wanted to treat Express as any other freight delivery, with waiting unitl they were ready to count pieces and only then sign for delivery. I was spending upwards to 10 minutes in the location to get one stop off that should've taken 2-3 minutes, and they weren't tied up with other freight. They were just "communicating" that they were in the power position, and not the courier. I was burning 1-2 P-1 a day, because of this situation. I had enough, and started leaving door tags if they weren't signing the ppad within 5 minutes of my arrival. The situation escalated, since I was burning P-1 and getting stuck at this location. </p><p> </p><p>The receiving manager called the station and complained. Supposedly there is supposed to be a 5 minute window for the consignee to sign or we can leave. This doesn't apply to customers who receive large volumes on a regular basis. I ended up getting an OLCC for not providing adequate customer service. The only "out" was to change routes. The next poor schmuck that got the route was faced with the same thing. The route goal eventually had to be changed, to accomodate this one customer. No other customer on the route had the same problems. It was purely a power play by the manager of that store. </p><p> </p><p>I've had other problems with customers not wanting to sign for deliveries promptly upon arrival. With the squeeze of increasing route goals, every second is needed to make sure nothing burns. They complain if they don't get their stuff on time, but they have no sense of urgency when you actually arrive. They all have this mindset that their shipments are the only one you are making for the day. They don't get the concept that they are number 12 of 84 for that day.</p><p> </p><p>Customers know all they have to do is call the station, and the employee will receive an instant OLCC. No dispute mechanism, no getting your side of the story, no entering your account of the situation along with the managers "story". Read this, enter your computer signature here. Congrats, the electronic papertrail just got that much longer. </p><p> </p><p>This is one of the many reasons no one cares anymore. We are working harder and harder, and being told we're incompetent if we don't meet the ever increasing goals and keep customer service at the same time. At the same time our compensation package keeps on losing ground every year. </p><p> </p><p>There is only ONE reason that Express is able to keep some semblance of service level right now. I hate to say this, but it is because of the career employee that is stuck with no other options for an occupation. They know what is going on, but they aren't in a position to do anything. They don't want to rock the boat, for fear of making things worse. The middle of the Courier experience scale has almost disappeared. I'm part of that middle. It isn't a job worth having. Once the new hire learns this, they're looking for a new job PDQ. The only reason turnover has slowed in the past year is because of the economy. </p><p> </p><p>At my location, in the year prior to the last, the turnover rate hit 30%. They were in a permanent training mode and near panic mode. Station goals weren't being met, since all the experience had left. The rate slowed, but has picked back up in the past few months. People are just getting sick of it and either quitting or retiring early. We are actually running heavy into OT, since the attrition has been so high. </p><p> </p><p>Once the economy picks up, people will start leaving in droves. I kind of think this is Fred's plan, to get rid of the topped out Couriers. In the meantime, we don't care and we just go through the motions to avoid getting an OLCC. No one gives a rat's tail about the performance review anymore, since it means nothing now. We aren't trying to do a "good" job, we're trying just to get the job done and passing the time until we can quit. </p><p> </p><p>In the current environment, customers know that they can complain and their every wish will be granted. FedEx will bend over backward to retain revenue and while they're bending backward, the employee is being bent forwards.</p></blockquote><p></p>
[QUOTE="Ricochet1a, post: 556888, member: 22880"] Large volume customers have a lot of sway with FDX. If you dont't know that, well... Customers that ship as well as receive large volumes get that extra special treatment, or they're on the telephone to your station complaining that Courier X didn't meet their every whim. I've had first hand experience with this. I was regularily overloaded with P-1 and had a certain receiving department manager at at big box store think their time was much more important than mine. They wanted to treat Express as any other freight delivery, with waiting unitl they were ready to count pieces and only then sign for delivery. I was spending upwards to 10 minutes in the location to get one stop off that should've taken 2-3 minutes, and they weren't tied up with other freight. They were just "communicating" that they were in the power position, and not the courier. I was burning 1-2 P-1 a day, because of this situation. I had enough, and started leaving door tags if they weren't signing the ppad within 5 minutes of my arrival. The situation escalated, since I was burning P-1 and getting stuck at this location. The receiving manager called the station and complained. Supposedly there is supposed to be a 5 minute window for the consignee to sign or we can leave. This doesn't apply to customers who receive large volumes on a regular basis. I ended up getting an OLCC for not providing adequate customer service. The only "out" was to change routes. The next poor schmuck that got the route was faced with the same thing. The route goal eventually had to be changed, to accomodate this one customer. No other customer on the route had the same problems. It was purely a power play by the manager of that store. I've had other problems with customers not wanting to sign for deliveries promptly upon arrival. With the squeeze of increasing route goals, every second is needed to make sure nothing burns. They complain if they don't get their stuff on time, but they have no sense of urgency when you actually arrive. They all have this mindset that their shipments are the only one you are making for the day. They don't get the concept that they are number 12 of 84 for that day. Customers know all they have to do is call the station, and the employee will receive an instant OLCC. No dispute mechanism, no getting your side of the story, no entering your account of the situation along with the managers "story". Read this, enter your computer signature here. Congrats, the electronic papertrail just got that much longer. This is one of the many reasons no one cares anymore. We are working harder and harder, and being told we're incompetent if we don't meet the ever increasing goals and keep customer service at the same time. At the same time our compensation package keeps on losing ground every year. There is only ONE reason that Express is able to keep some semblance of service level right now. I hate to say this, but it is because of the career employee that is stuck with no other options for an occupation. They know what is going on, but they aren't in a position to do anything. They don't want to rock the boat, for fear of making things worse. The middle of the Courier experience scale has almost disappeared. I'm part of that middle. It isn't a job worth having. Once the new hire learns this, they're looking for a new job PDQ. The only reason turnover has slowed in the past year is because of the economy. At my location, in the year prior to the last, the turnover rate hit 30%. They were in a permanent training mode and near panic mode. Station goals weren't being met, since all the experience had left. The rate slowed, but has picked back up in the past few months. People are just getting sick of it and either quitting or retiring early. We are actually running heavy into OT, since the attrition has been so high. Once the economy picks up, people will start leaving in droves. I kind of think this is Fred's plan, to get rid of the topped out Couriers. In the meantime, we don't care and we just go through the motions to avoid getting an OLCC. No one gives a rat's tail about the performance review anymore, since it means nothing now. We aren't trying to do a "good" job, we're trying just to get the job done and passing the time until we can quit. In the current environment, customers know that they can complain and their every wish will be granted. FedEx will bend over backward to retain revenue and while they're bending backward, the employee is being bent forwards. [/QUOTE]
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