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What came first, disgruntled hourly’s or management?
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<blockquote data-quote="kingOFchester" data-source="post: 497247" data-attributes="member: 11246"><p>Great post!!</p><p>I will add that there is a balance between the two (numbers and customers) to give you the greatest profit. I guess a great question would be, what would the formula look like? At what point does working towards customer satisfaction give you less income VS working towards higher numbers? At what cost does higher numbers hurt the bottom line? At what cost does customer service hurt the bottom line if you have lower production? </p><p> </p><p><span style="font-size: 10px">Interesting enigma.</span></p><p> </p><p>Drivers deal with the customers face to face. Drivers are the ones that have to deliver the mangled box with the foot prints and poor re-tape job to the customers. In the drivers eyes, the customer is of utmost importance.</p><p> </p><p>Managers deal with reports and numbers day in and day out. They are the ones that have to justify why today’s numbers are worse then yesterdays. In the manager eyes the production numbers are of utmost importance. It is difficult to pin a lost account on a single manager. Easy to point the finger at a manager who has a lower production then "planned". What you get is managers that care more about production then anything else.</p></blockquote><p></p>
[QUOTE="kingOFchester, post: 497247, member: 11246"] Great post!! I will add that there is a balance between the two (numbers and customers) to give you the greatest profit. I guess a great question would be, what would the formula look like? At what point does working towards customer satisfaction give you less income VS working towards higher numbers? At what cost does higher numbers hurt the bottom line? At what cost does customer service hurt the bottom line if you have lower production? [SIZE=2]Interesting enigma.[/SIZE] Drivers deal with the customers face to face. Drivers are the ones that have to deliver the mangled box with the foot prints and poor re-tape job to the customers. In the drivers eyes, the customer is of utmost importance. Managers deal with reports and numbers day in and day out. They are the ones that have to justify why today’s numbers are worse then yesterdays. In the manager eyes the production numbers are of utmost importance. It is difficult to pin a lost account on a single manager. Easy to point the finger at a manager who has a lower production then "planned". What you get is managers that care more about production then anything else. [/QUOTE]
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What came first, disgruntled hourly’s or management?
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