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Service Quality, where are we heading?
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<blockquote data-quote="textat3" data-source="post: 5686223" data-attributes="member: 12849"><p>Service only exists in measurable forms in 2023. The driver who goes around chatting all day, talking to peoples dogs, using DR bags, hugging every 80 year old and running 12/hr isn’t providing service. His cover driver who runs 24/hr is the service winner. He shuts his mouth, runs trace and doesn’t give a damn that grandma needs help getting the trash bins up the driveway. Grandma should be in a home anyways, The other driver is more productive, is able to service the customer earlier/faster and has time to sweep 2 UPS stores on his way in to get those packages “serviced” earlier. Service is not having a pot roast dinner with every family on your route. It is shutting your mouth, working as instructed, not telling you sup, manager or customer what the company should or shouldn’t be doing. If the company wants your input, they will ask. A preloader might load 4 trucks, 1200 pieces and all the trucks look like a bomb went off. His coworker might loads 3 county routes 600 pieces and have it set up stop for stop. The service winner is the guy he chucked 1200 pieces in 4 cars. He was more efficient and was more productive and provided a better service for the company. Service In 2023 is measured in ways that best serves the compnay and the shareholder. Get over it. Work as instructed. Get some real friends or a dog and stop talking to your customers. You aren’t getting a tip anymore anyways now that they all know you make 190k a year.</p></blockquote><p></p>
[QUOTE="textat3, post: 5686223, member: 12849"] Service only exists in measurable forms in 2023. The driver who goes around chatting all day, talking to peoples dogs, using DR bags, hugging every 80 year old and running 12/hr isn’t providing service. His cover driver who runs 24/hr is the service winner. He shuts his mouth, runs trace and doesn’t give a damn that grandma needs help getting the trash bins up the driveway. Grandma should be in a home anyways, The other driver is more productive, is able to service the customer earlier/faster and has time to sweep 2 UPS stores on his way in to get those packages “serviced” earlier. Service is not having a pot roast dinner with every family on your route. It is shutting your mouth, working as instructed, not telling you sup, manager or customer what the company should or shouldn’t be doing. If the company wants your input, they will ask. A preloader might load 4 trucks, 1200 pieces and all the trucks look like a bomb went off. His coworker might loads 3 county routes 600 pieces and have it set up stop for stop. The service winner is the guy he chucked 1200 pieces in 4 cars. He was more efficient and was more productive and provided a better service for the company. Service In 2023 is measured in ways that best serves the compnay and the shareholder. Get over it. Work as instructed. Get some real friends or a dog and stop talking to your customers. You aren’t getting a tip anymore anyways now that they all know you make 190k a year. [/QUOTE]
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Service Quality, where are we heading?
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