JustTired
free at last.......
well, you forgot 3 drink lunches and daily golf. that is the hardest to schedule. we work long, thankless hours in parking lots all around the city.
We are the ones putting packages on the truck and keeping fedex from taking our volume. go ahead and negotiate a $4 million deal and win volume from fedex if you think you can.
there is a reason we are the only managers still in suits. we talk to the c-level executives at our customers. we ONLY get our full salary if our accounts are performing to plan. lots of us havent gotten full compensation in 2 years because of the economy. we are completly numbers driven, jsut like the drivers.
we are the ones blamed when a customer does divert, even if the real reason is constant service failure(s). it's easy to blame BD.
I agree.
As for your comment...."we are completly numbers driven, jsut like the drivers.".......I hope you meant that you are given unrealistic goals, just as the drivers are.
As in many businesses these days, the push is for new customers. And it seems to be at the expense of the existing ones. Existing customer concerns are relegated to the back burner. I've had pickup accounts in the past tell me they haven't seen a customer service rep in several years. And that they used to see someone at least twice a year. They are calling the 800 number and when that inevitably fails, their only contact is with the driver who can try to solve the problem or pass it along to the center team. The latter which almost always gets lost in the shuffle or just plain ignored.
I've always said that unless you are in BD or a driver....you cost the company money as opposed to making it money. An over-simplified statement...but basically true.