"Our Mission is to Help Small and mid-size Companies"

Discussion in 'UPS Discussions' started by InsideUPS, Nov 6, 2019.

  1. InsideUPS

    InsideUPS Active Member

    UPS CEO David Abney - "Our mission is to help small and mid-size companies compete with the large retailers and e-tailers. It's much bigger than one company, and we are leaning in and it's working."

    UPS CEO talks about holiday shipping, drones, Amazon threat

    The above article appears on Cheryl's news feed and caught my interest as I continue to watch UPS lose customers to FedEx. I recently spoke with one of our long time drivers that informed me that he just lost an 800 piece per day pickup to FedEx. The shipper informed our UPS driver that although he likes this particlular UPS driver much better than the FedEx driver, he was disgruntled with the lack of customer service UPS was providing him for his shipping needs. Calls to UPS customer service were not returned, etc. while FedEx customer service was very cordial and attentive to the shippers needs in a variety of ways.

    Ever since we (UPS) have had a reduction in local customer service representatives, we have lost many accounts to FedEx. These cost cutting moves only serve to overwork existing customer service reps that are not from our area (national account reps, etc.) and whom eventually develop an apathetic attitude about retaining business.... much less attempting to acquire new business accounts. We truly are a company that is "penny wise and pound foolish" in many ways. Many times Corporate UPS is simply out of touch with smaller feeder centers. Mr. Abney's mission statement from above is simply hypocritical IMHO based on what I see and hear. Also, our weak position in international growth (reference article) is also a direct result of poor customer service issues IMHO.

    Drivers can only do so much to sell our services. Why should a driver sell a service through sales leads that we cannot "deliver" on or is not backed up by an excellent customer service experience? Mr. Abney, please bring back a strong customer service experience to our business as the only thing we have to sell is service. If you're not able to compete cost wise with our competitors , the very least you can do is provide a better service experience at the higher cost we do charge.
     
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  2. UnconTROLLed

    UnconTROLLed perfection

    UPS is quite literally transforming into wal-mart. The old UPS died a few decades ago but now you can see the rebirth
     
  3. Staydryitsraining

    Staydryitsraining Well-Known Member

    I really hate to be bearer of news but, we just got the best contract ever. Our 3q was a home run. Profit is up, volume is up. Were still friends with Amazon. Fed ex on the other hand has been whispering to sell their air division since 2018. Their profit is tanking and they wasted 4 billion on that European company that is burning money. Best contract ever!
     
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  4. Elmo.goes.to.prom

    Elmo.goes.to.prom Active Member

    Long winded and far fetched
     
  5. DonaruTarampu

    DonaruTarampu Member

    Can we please stop using the term "leaning in"and speak like actual adults instead of some bird brained millennials?
     
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  6. Indecisi0n

    Indecisi0n Well-Known Member

    Birds have very good brains .
     
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  7. Operational needs

    Operational needs Virescit Vulnere Virtus

    What does that even mean?
     
  8. Jkloc420

    Jkloc420 Well-Known Member

    an 800 piece bulk stop, i bet that was the happiest day of that drivers ups career
     
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  9. The Milkman

    The Milkman Well-Known Member

    Many years ago each center had a rep. Then little by little they were shared amongst other centers, Then the sales lead crap started so you could earn points etc. With international growing you never had enough time as a driver to help shippers fill out the proper forms, even with the template things were still sketchy. You arrive at your pickup running a bit behind, now they need help that further backs you up. Then in the morning they bust your chops for your over/under numbers. I wonder why? Turning in sales leads that are never followed up on frustrates the shipper and makes us look bad when they ask when a rep is going to call. Then UPS loses accounts and wonders why. DUH!
    Then drivers stop turning in the leads after trying to sell them on our service etc. I was embarrassed many times and gave up on wasting my time. What do you think would happen Board Members when you reduce the Customer Service Reps? What a bunch of Stooges
     
  10. PASinterference

    PASinterference Yes, I know I'm working late.

    Corporate is cutting cost in the wrong places. A center near us runs 32 routes and has 3 on road sups. Why?
     
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  11. Staydryitsraining

    Staydryitsraining Well-Known Member

    1 to watch the computer, 1 to train, 1 to ghost drivers
     
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  12. UnconTROLLed

    UnconTROLLed perfection

    probably a feeder run, or bid separately
     
  13. UpstateNYUPSer

    UpstateNYUPSer Well-Known Member

    An 800 piece pickup would have gone on a trailer.
     
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  14. Jkloc420

    Jkloc420 Well-Known Member

    yes, and that driver was happy when it was gone
     
  15. UpstateNYUPSer

    UpstateNYUPSer Well-Known Member

    It was most likely a pickup where they would pick up the full trailer and leave an empty.
     
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  16. Jkloc420

    Jkloc420 Well-Known Member

    true
     
  17. Maple Grove MN Driver

    Maple Grove MN Driver Cocaine Mang!

    Wrong
    I had a Pickup that was sometimes 5,000 pieces. 2x2x4 inch boxes.
     
  18. Poop Head

    Poop Head Lovin' every minute of it!

    Service!!
     
  19. Returntosender

    Returntosender Well-Known Member

    6BE4FA5A-CCB8-447D-9CB7-D53DB84B382C.gif
     
  20. Yeet

    Yeet Inbound, turnaround, go to town

    Good ol drop and swaps. I hate them.