InsideUPS
Well-Known Member
UPS CEO David Abney - "Our mission is to help small and mid-size companies compete with the large retailers and e-tailers. It's much bigger than one company, and we are leaning in and it's working."
UPS CEO talks about holiday shipping, drones, Amazon threat
The above article appears on Cheryl's news feed and caught my interest as I continue to watch UPS lose customers to FedEx. I recently spoke with one of our long time drivers that informed me that he just lost an 800 piece per day pickup to FedEx. The shipper informed our UPS driver that although he likes this particlular UPS driver much better than the FedEx driver, he was disgruntled with the lack of customer service UPS was providing him for his shipping needs. Calls to UPS customer service were not returned, etc. while FedEx customer service was very cordial and attentive to the shippers needs in a variety of ways.
Ever since we (UPS) have had a reduction in local customer service representatives, we have lost many accounts to FedEx. These cost cutting moves only serve to overwork existing customer service reps that are not from our area (national account reps, etc.) and whom eventually develop an apathetic attitude about retaining business.... much less attempting to acquire new business accounts. We truly are a company that is "penny wise and pound foolish" in many ways. Many times Corporate UPS is simply out of touch with smaller feeder centers. Mr. Abney's mission statement from above is simply hypocritical IMHO based on what I see and hear. Also, our weak position in international growth (reference article) is also a direct result of poor customer service issues IMHO.
Drivers can only do so much to sell our services. Why should a driver sell a service through sales leads that we cannot "deliver" on or is not backed up by an excellent customer service experience? Mr. Abney, please bring back a strong customer service experience to our business as the only thing we have to sell is service. If you're not able to compete cost wise with our competitors , the very least you can do is provide a better service experience at the higher cost we do charge.
UPS CEO talks about holiday shipping, drones, Amazon threat
The above article appears on Cheryl's news feed and caught my interest as I continue to watch UPS lose customers to FedEx. I recently spoke with one of our long time drivers that informed me that he just lost an 800 piece per day pickup to FedEx. The shipper informed our UPS driver that although he likes this particlular UPS driver much better than the FedEx driver, he was disgruntled with the lack of customer service UPS was providing him for his shipping needs. Calls to UPS customer service were not returned, etc. while FedEx customer service was very cordial and attentive to the shippers needs in a variety of ways.
Ever since we (UPS) have had a reduction in local customer service representatives, we have lost many accounts to FedEx. These cost cutting moves only serve to overwork existing customer service reps that are not from our area (national account reps, etc.) and whom eventually develop an apathetic attitude about retaining business.... much less attempting to acquire new business accounts. We truly are a company that is "penny wise and pound foolish" in many ways. Many times Corporate UPS is simply out of touch with smaller feeder centers. Mr. Abney's mission statement from above is simply hypocritical IMHO based on what I see and hear. Also, our weak position in international growth (reference article) is also a direct result of poor customer service issues IMHO.
Drivers can only do so much to sell our services. Why should a driver sell a service through sales leads that we cannot "deliver" on or is not backed up by an excellent customer service experience? Mr. Abney, please bring back a strong customer service experience to our business as the only thing we have to sell is service. If you're not able to compete cost wise with our competitors , the very least you can do is provide a better service experience at the higher cost we do charge.
