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The truth about ups
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<blockquote data-quote="scoobypanda" data-source="post: 833955" data-attributes="member: 13957"><p>great 1st post from chewonthis. to clarify some of the points chewie made, i will provide some examples. 1) later start times- this leads to increases in service failures on air packages. sadly, i have been told by my d.m that very few customers are calling for refunds. not getting caught doing something wrong is not the same as doing something right. we used to do it right more often. 2) we no longer shuttle misloads and missorts to the other buildings in our area. yes, we are obviously cutting costs, but now the customer gets their package a day later when we make a mistake in our sort. having an excuse is not enough to ensure customer loyalty. 3) closed holiday- we have stops held in retention loads as "closed holiday" when customers are in fact open for business and awaiting their deliveries. corporate estimates 3% of our commercial stops close on certain holidays and we then begin guessing at who will be closed. this is ineffective and unprofessional. 4) pumping up the driver's paid day- most residential customers are very happy to see their ups driver with a delivery. this warm,fuzzy feeling tends to disappear as night falls. my guess is around 8 pm, the joy of delivery is replaced by the feeling of "what the hell are you doing here so late?"</p><p> I know it is very important to lower operating costs to increase profits, but not at the expense of customer service. It's a fine line and i think we're on the wrong side of it right now.</p></blockquote><p></p>
[QUOTE="scoobypanda, post: 833955, member: 13957"] great 1st post from chewonthis. to clarify some of the points chewie made, i will provide some examples. 1) later start times- this leads to increases in service failures on air packages. sadly, i have been told by my d.m that very few customers are calling for refunds. not getting caught doing something wrong is not the same as doing something right. we used to do it right more often. 2) we no longer shuttle misloads and missorts to the other buildings in our area. yes, we are obviously cutting costs, but now the customer gets their package a day later when we make a mistake in our sort. having an excuse is not enough to ensure customer loyalty. 3) closed holiday- we have stops held in retention loads as "closed holiday" when customers are in fact open for business and awaiting their deliveries. corporate estimates 3% of our commercial stops close on certain holidays and we then begin guessing at who will be closed. this is ineffective and unprofessional. 4) pumping up the driver's paid day- most residential customers are very happy to see their ups driver with a delivery. this warm,fuzzy feeling tends to disappear as night falls. my guess is around 8 pm, the joy of delivery is replaced by the feeling of "what the hell are you doing here so late?" I know it is very important to lower operating costs to increase profits, but not at the expense of customer service. It's a fine line and i think we're on the wrong side of it right now. [/QUOTE]
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