It is amazing how the company introduces catchy new phrases for its business model, Yet, when its needed to run the business, that new phrase is meaningless.
"Thats Logistics" is a phrase used to show how organized UPS service is when it comes to the delivery process. But when does "service" become a "dis-service"?
Yesterday, February 14th 2011, UPS was set to deliver flowers from 1800flowers and proflowers. In addition, the new Iphone was set to also be delivered on the same day.
With the Iphones, these deliveries need a signature to release so a percentage increase in signature stops averaging 15% per car was the case.
With the flowers, handling two companies packages also meant an increase in stops for the day.
These two specialty deliveries came with promises to each shipper. UPS sent emails to each reciepient advising them the Iphone was coming and would need a signature.
Each was told to be home between 9am and 5pm.
With the flowers, the shipper expected these to be delivered before 5 pm to homes and businesses in order for the recepient to celebrate the day. When UPS contracted with these flower companies, they promised UPS could make these deliveries in a timely manner and all customers would be satisfied.
But, in typical UPS fashion, some IE ***, thought it best to cut cars for the day and each driver in the center worked an average of 1145 hours.
My last flower delivery last night was at 855pm. After 6 pm, every flower delivery was a service failure in the customers mind. How does UPS expect to maintain these accounts when a good percentage of flowers were delivered after 8 pm?
I heard many complaints from customers who expected these flowers to have been delivered prior to 5pm and long before they got home. (wife home/husband ordered)
With the IPHONES, people took the day off in order to be home between 9 and 5 and our drivers were arriving well after 7pm with a good percentage of phones. EACH customer complained that they had to take the day off and waited all day only to have us show up in the late night. My last phone delivery was made at 910pm.
These two examples are only a sample of the many bad decisions made by UPS when it comes to the delivery process and NO catchy phrase can satisfy a customer who is angry when its after 8pm and our drivers are knocking on doors.
When will the company get it? When does service become a dis-service?
Peace.
"Thats Logistics" is a phrase used to show how organized UPS service is when it comes to the delivery process. But when does "service" become a "dis-service"?
Yesterday, February 14th 2011, UPS was set to deliver flowers from 1800flowers and proflowers. In addition, the new Iphone was set to also be delivered on the same day.
With the Iphones, these deliveries need a signature to release so a percentage increase in signature stops averaging 15% per car was the case.
With the flowers, handling two companies packages also meant an increase in stops for the day.
These two specialty deliveries came with promises to each shipper. UPS sent emails to each reciepient advising them the Iphone was coming and would need a signature.
Each was told to be home between 9am and 5pm.
With the flowers, the shipper expected these to be delivered before 5 pm to homes and businesses in order for the recepient to celebrate the day. When UPS contracted with these flower companies, they promised UPS could make these deliveries in a timely manner and all customers would be satisfied.
But, in typical UPS fashion, some IE ***, thought it best to cut cars for the day and each driver in the center worked an average of 1145 hours.
My last flower delivery last night was at 855pm. After 6 pm, every flower delivery was a service failure in the customers mind. How does UPS expect to maintain these accounts when a good percentage of flowers were delivered after 8 pm?
I heard many complaints from customers who expected these flowers to have been delivered prior to 5pm and long before they got home. (wife home/husband ordered)
With the IPHONES, people took the day off in order to be home between 9 and 5 and our drivers were arriving well after 7pm with a good percentage of phones. EACH customer complained that they had to take the day off and waited all day only to have us show up in the late night. My last phone delivery was made at 910pm.
These two examples are only a sample of the many bad decisions made by UPS when it comes to the delivery process and NO catchy phrase can satisfy a customer who is angry when its after 8pm and our drivers are knocking on doors.
When will the company get it? When does service become a dis-service?
Peace.
