Quote:
Originally Posted by DorkHead
Tieguy, What`so naive? The day before the strike, our sups called every one of our accounts promising there will be no strike. ???
Tieguy - You sure about that? We had to go around and visit a whole list of customers a week before the strike. We read from a carefully worded script generated by corporate. We told each customer we hoped their would be no strike but that there was a chance it would happen. We did this to give the customers time to get their packages out of our systems.
This was one of the most frustrating things about the strike-you are both right, when it came to our customers, there was no nationwide gameplan, no internal bulletin to handle it consistently. Our customers were told so many different things it was insane. I remember doing a case study in grad school about the Tylenol cyanide crisis in Chicago in the early eighties. They talked about Johnson & Johnson's swift actions to unite, take quick action, pull the product and be proactive with the public. Tylenol is still around today, leading the industry in sales (amazing) J & J even developed consumer safety packaging that didn't exist before that crisis - all told they came out of a huge catastrophe almost better then they went in.
The biggest thing they did was tell the truth right out of the gate-"We don't know what happened, but we will keep you apprised throughout the process of the investigation, meanwhile we are pulling all product" They did a great job of keeping everyone in the loop during the investigation and it is incredible that the brand survived and thrived.
UPS had absolutely no contingency plan in place for a nationwide strike. They were the largest employer of the most volatile union in the history of organized labor (teamsters), and they had no plan for the strike, it was utterly inexcusable. In the days following the work stoppage we told our customers all types of different things, but never a consistent companywide message. In many ways, '97 paved the way for our competitors to gain huge entry into our market. Our customers understood our labor landscape better than we gave them credit for - They just didn't like that we told so many of them that it would never happen, and after it happened, we told them that it would be over tomorrow- Many of them never forgot those transgressions.
It makes you wonder if even today there is a company wide emergency plan for a sustained work stoppage.