If the package is medicine, NDA or NDA SVR, on a Friday, I will do everything that I can, within the methods, to get it delivered.
I don't know what's in the package.
I don't care what's in the package.
I don't care about the service level.
I don't care what day it is.
They get their attempt, by the methods, and it will then be what it is.
If they call in and we go back, if we go above and beyond, they expect it every time.
That's why we need to be consistent.
Let them help themselves by finding me on route. (I'll help them do that)
Have them leave me a note as to where I can indirect.
Have them pick it up at the hub.
This type of "tough love" will condition the customer to do their part in the process in the future.
For most it only takes once.