If you are a driver,and have some concerns for a customer,you can realy the info to your sales rep,and they (usually) will go and see the customer to help them overcome whatever problem they may be having. From what I see at UPS,the sales people are not required to 'hold the customer's hand",and try and solve some of the problems they may have. Case in point, I had a complaint about a local cusotmer,they were having billing issues. I relayed the info to my local sales rep,who then emailed someone in accounting,who point blankly said, "they are in arrears,if they can't keep their payments up to catch up,we will not deal with them,and are sending them to collections". The customer WANTS to use UPS,but can't,becuz they are a small company and don't have alot of cash flow. they had workied out some sort of repayment plan with the former UPS collection person,but that person quit,and a new collections person took over,who then changed the payment plan,and was not willing to budge,at all. The collection person agreed this was account that was worth a potential $30K a year for the company,but would not deviate from his payment plan,and therefore,would not help this small company grow and expand,and grow some more,etc.
Anyways,maybe in the States,where UPS air and ground drivers are each handling only air and/or ground freight