I've been wondering about this for a while now (due to PAS/EDD and overallowed planned days/missed pieces), and would like to ask other's opinion on the subject (especially those of you in management). What is SERVICE? Is there an official UPS definition of service? Is service simply limited to the delivery of packages on the date promised by the commit time promised? ...and pickups made 15 minutes before or after the scheduled pickup time? ...and deliveries not attempted between 1200 and 100 to "closed for lunch" businesses? ...and deliveries made before close of business or 500 PM? Is that all there really is to service? Or, is there a more broader, unwritten definition of service that has drivers "bending over backwards" for customers? For example, delivering the ground packages with air? ...or placing bulk deliveries in a closet for a customer? ...or making a second attempt on the same day to a business that is temporarily closed? Eskew once said to treat every customer as if they are your only customer. I have never really understood that statement. My question would be, where do you draw the line? Some say that the customer is always right, but what if the customer wants you to DR a Dell computer on their porch because they can't be home to sign for the package? Is that customer still right? Many posters on this site seem to take service very seriously (almost to the point of overkill). Others have stated that UPS took the service out of United Parcel Service when it officially started being known as simply UPS. Then there are those who use service as an excuse just to milk the clock. So, my question is, what exactly is service?