dilligaf
IN VINO VERITAS
that might start out just flat out not caring about customer service. I have a story for you that might just change your mind. One of the drivers that I work with has been on her route for 12 or 15 years so she knows all of her customers very well. One of her customers passed away recently, an elderly woman that lived with her husband in a assisted living community. Most of you are thinking, well that happens. Part of life is death. Right. In the words of the immortal Paul Harvey, "Here's the rest of the story.".
Recently she was on vacation and a cover driver that we have nicknamed No Such Nolan was covering her route. Well our illustrious NS Nolan NSN'd this elderly womans meds. He couldn't be bothered to get out of the truck and go look for the condo number. I have delivered to this area many many times and it is pretty straight forward and easy to figure out. All duplexes and all single story. All it takes is a little initiative. But he couldn't be bothered. The elderly woman passes away a couple of days later.
Now before a ya'll start jumping on the bandwagon, sayin it ain't UPS's fault, that's not where I am going with this. We simply don't know. But, the regular driver, coming back from her vacation saw the husband and he was inconsolable. He couldn't understand why his wifes meds were not delivered. He was heart broke over her loss and the regular driver could do nothing or say nothing that would make him feel any better. She was heart broke for his loss.
The question begs to be asked.............................. was her death a direct or indirect result of the lack of caring for a customers needs?
You cover drivers out there don't understand (and won't until you get your own route) that we become attached to our customers in a fundamental way. We connect with them because we see them daily. We learn their lives through years and years of service to them. And what you do on our routes affects us directly. We have to go clean up your messes. We have to do the DFU's that your create and we have to apologize to angry customers that you piss off.
The next time you fling that package, the next time you NS something, the next time you piss off a customer because you are in a hurry just remember this...........................
KARMA SUCKS!!
Recently she was on vacation and a cover driver that we have nicknamed No Such Nolan was covering her route. Well our illustrious NS Nolan NSN'd this elderly womans meds. He couldn't be bothered to get out of the truck and go look for the condo number. I have delivered to this area many many times and it is pretty straight forward and easy to figure out. All duplexes and all single story. All it takes is a little initiative. But he couldn't be bothered. The elderly woman passes away a couple of days later.
Now before a ya'll start jumping on the bandwagon, sayin it ain't UPS's fault, that's not where I am going with this. We simply don't know. But, the regular driver, coming back from her vacation saw the husband and he was inconsolable. He couldn't understand why his wifes meds were not delivered. He was heart broke over her loss and the regular driver could do nothing or say nothing that would make him feel any better. She was heart broke for his loss.
The question begs to be asked.............................. was her death a direct or indirect result of the lack of caring for a customers needs?
You cover drivers out there don't understand (and won't until you get your own route) that we become attached to our customers in a fundamental way. We connect with them because we see them daily. We learn their lives through years and years of service to them. And what you do on our routes affects us directly. We have to go clean up your messes. We have to do the DFU's that your create and we have to apologize to angry customers that you piss off.
The next time you fling that package, the next time you NS something, the next time you piss off a customer because you are in a hurry just remember this...........................
KARMA SUCKS!!
