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<blockquote data-quote="wisedragonfly" data-source="post: 499315" data-attributes="member: 21453"><p>Hey dilli, We will have to join forces and plead our case to corporate to insist that IE give us the time we need to get the job done. </p><p> </p><p>The AE's and sales reps do work a lot harder than drivers or operations are willing to admit. It is an endless feat for them to stay on top of finding new business while they are constantly putting out flames on service failures that have nothing to do with the sales force and really does fall back on failures in operations. </p><p> </p><p>Here's a fairly recent example. For some unknown reason, one of our larger customer packages would turn up in the weirdest hiding places through out the building, causing major service failures and refunds of shipping. Do you think a BD person was going to the hub to hide the packages to prevent operations from processing the them? Do you think BD likes to refund service charges? No, of course not! I'm not sure who was hiding the packages, or for what reason, but it surely was not BD. It is a fact, when the dirt hits the fan it is always BD's job to clean up the mess. So, in the case of the hidden packages it was decided that a BD person would be assigned to search the building daily, hoping to prevent the customer from diverting. Needless to say, we lost the account fairly recently because we could not find all the hidden packages, every single day. That volume now goes with USPS. Why? Because we failed in service over somebody for some reason hiding the customers packages. <img src="/community/styles/default/xenforo/smilies/FeltTip/knockedout.png" class="smilie" loading="lazy" alt=":knockedout:" title="Knockedout :knockedout:" data-shortname=":knockedout:" /></p><p> </p><p>One day 149 packages were found hidden in the building. The packages were carried upstairs and exceptions were entered into the system. Do you realize how much time it takes to enter 149 exceptions, then process 149 package refunds? <img src="/community/styles/default/xenforo/smilies/FeltTip/biting.png" class="smilie" loading="lazy" alt=":biting:" title="Biting :biting:" data-shortname=":biting:" /></p><p> </p><p>How can the sales force find new sales without the help of the drivers, when BD actually spends more than half of their day locating lost packages, inspecting damage packages and fixing many other service related issues, that many times takes place in operations. </p><p> </p><p>Perhaps, it's a better idea to split sales and service issues into different departments, to give customers the service that they pay for.</p><p> </p><p>It's a team effort to find new business and keep our existing business and everyone should help in the process, no matter how you look at it. <img src="/community/styles/default/xenforo/smilies/FeltTip/peaceful.png" class="smilie" loading="lazy" alt=":peaceful:" title="Peaceful :peaceful:" data-shortname=":peaceful:" /></p></blockquote><p></p>
[QUOTE="wisedragonfly, post: 499315, member: 21453"] Hey dilli, We will have to join forces and plead our case to corporate to insist that IE give us the time we need to get the job done. The AE's and sales reps do work a lot harder than drivers or operations are willing to admit. It is an endless feat for them to stay on top of finding new business while they are constantly putting out flames on service failures that have nothing to do with the sales force and really does fall back on failures in operations. Here's a fairly recent example. For some unknown reason, one of our larger customer packages would turn up in the weirdest hiding places through out the building, causing major service failures and refunds of shipping. Do you think a BD person was going to the hub to hide the packages to prevent operations from processing the them? Do you think BD likes to refund service charges? No, of course not! I'm not sure who was hiding the packages, or for what reason, but it surely was not BD. It is a fact, when the dirt hits the fan it is always BD's job to clean up the mess. So, in the case of the hidden packages it was decided that a BD person would be assigned to search the building daily, hoping to prevent the customer from diverting. Needless to say, we lost the account fairly recently because we could not find all the hidden packages, every single day. That volume now goes with USPS. Why? Because we failed in service over somebody for some reason hiding the customers packages. :knockedout: One day 149 packages were found hidden in the building. The packages were carried upstairs and exceptions were entered into the system. Do you realize how much time it takes to enter 149 exceptions, then process 149 package refunds? :biting: How can the sales force find new sales without the help of the drivers, when BD actually spends more than half of their day locating lost packages, inspecting damage packages and fixing many other service related issues, that many times takes place in operations. Perhaps, it's a better idea to split sales and service issues into different departments, to give customers the service that they pay for. It's a team effort to find new business and keep our existing business and everyone should help in the process, no matter how you look at it. :peaceful: [/QUOTE]
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