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<blockquote data-quote="dannyboy" data-source="post: 78650" data-attributes="member: 484"><p>Bottom line is you are a driver. Pure and simple. Pick up times are set by customer account execs that are supposed to network with your management to see to it that what they promise can be done. Your job is to do what they agree on.</p><p> </p><p>What a customer thinks or not is not an issue here. Whether or not she really deserves a 6:30 pickup is not an issue for you to decide either. If UPS wants you to take your P1200 with 6 packages on it, deliver them at 11:59 AM, then sit there till 7PM to pick up one package, why do you think you have the right to argue? Do you run the show? Do you write the paychecks? When the company says the customer is right, who the hell are to you say the customer is wrong?</p><p> </p><p>The driver that really takes care of his customer makes them feel like they are the only ones he ever really takes good care of. If they need you to be there between 6 and 6:05, you need to be there during that time, not before or after. And if management has agreed to that, then who the hell are you to argue, do your job!</p><p> </p><p>As for this customer, it was plain as day to what happened. The cover driver either didn't know or care (we had several like this in our center).</p><p> </p><p>As for the "train the customer attitude" that you have shown, the problem is that was UPS's thinking for many years. Use us, and you have to play by our rules. Problem is that that very thinking has allowed other companies to come in and clean our plow when it comes to taking care of the customer. If the customer base was so happy with UPS and its services, then what room for business would the others have?</p><p> </p><p>BTW, just so you know, I never had to represent a driver in any hearing ever that did not think just like you. But the evidence shown proved otherwise. So your thoughts on your service are impressive, but just that, your thoughts.</p><p> </p><p>Deal with reality. UPS is changing. Change with it or get left behind.</p><p> </p><p>d</p></blockquote><p></p>
[QUOTE="dannyboy, post: 78650, member: 484"] Bottom line is you are a driver. Pure and simple. Pick up times are set by customer account execs that are supposed to network with your management to see to it that what they promise can be done. Your job is to do what they agree on. What a customer thinks or not is not an issue here. Whether or not she really deserves a 6:30 pickup is not an issue for you to decide either. If UPS wants you to take your P1200 with 6 packages on it, deliver them at 11:59 AM, then sit there till 7PM to pick up one package, why do you think you have the right to argue? Do you run the show? Do you write the paychecks? When the company says the customer is right, who the hell are to you say the customer is wrong? The driver that really takes care of his customer makes them feel like they are the only ones he ever really takes good care of. If they need you to be there between 6 and 6:05, you need to be there during that time, not before or after. And if management has agreed to that, then who the hell are you to argue, do your job! As for this customer, it was plain as day to what happened. The cover driver either didn't know or care (we had several like this in our center). As for the "train the customer attitude" that you have shown, the problem is that was UPS's thinking for many years. Use us, and you have to play by our rules. Problem is that that very thinking has allowed other companies to come in and clean our plow when it comes to taking care of the customer. If the customer base was so happy with UPS and its services, then what room for business would the others have? BTW, just so you know, I never had to represent a driver in any hearing ever that did not think just like you. But the evidence shown proved otherwise. So your thoughts on your service are impressive, but just that, your thoughts. Deal with reality. UPS is changing. Change with it or get left behind. d [/QUOTE]
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