You really want to help? Create an environment where we CAN grow the business
While more can be done, I do not think corporate has done a terrible job giving us the opportunity to grow the business, save for not providing (or perhaps reinstating) the means to code time for sales leads. Perhaps UPS is concerned it will be abused. A simple solution is to set "requirements" for its use: if a driver codes out for "ND (business developement)", a corresponding sales lead should be turned in within 48 hours of doing so. If not, the driver's name comes up on a report, leading to the manager either submitting the lead he evodently forgot to turn in, or following up with the driver to find out why he coded the time as such. This leads to a caveat in the use: if an inquiry is made by the driver about business possibilities and it is quickly apparent the business is clearly not interested, the driver really shouldn't use the BD code for that stop. It takes maybe 30 seconds to ask a question/get a response; if you are at stop even a couple mins extra it will be no different than the extra time involved in general with delivering to businesses; good drivers manage their time in such a way that it all works out by the end of the day. The code should only be used when a lead is actually turned in, no exceptions. If a driver wanted to abuse the system by turning in false leads just to use the allowance, this probably can be borne out by noting how many of his leads actually lead to sold leads, or at least general interest shown (I've had several leads closed with the remark "Customer wishes to get info only"; the nature of that response indicates the door is open for future discussion, and the driver planted a seed, and thus wasn't wasting his time).
Even in the absence of the time code, however, if you are regularly turning in leads then suspiciously of the extra time being taken at businesses should not be so severe. Afterall, if questioned about it the driver could simply point out the turned in lead, thus corroberating his account.
Have a conversation with us about what service products we can compete with, and
what products don't compete.
This statement intrigued me. What products of UPS that we deliver don't really work for the customer? Keep in mind the customer is the shipper. They'll offer what works for their needs, which includes getting a satisfied customer for themselves, however there is a balance to be struck between quality and cost. Residential customers may not like surepost, but as long as it is free-and they don't really suffer from bad experiences, like their pkgs go missing, or take too long to arrive-they'll use companies that offer the lowest shipping prices, which are often achieved through surepost. And if a package DOES go missing due to being shipper released, the method for sending a replacement appears relatively simple: by using surepost the company accepted the risk for releasing the package without a signature, so they probably will send a replacement no questions asked. However, a smart company will send that package as a non-shipper release pkg, requiring more vigilence on UPS' and it's drivers' parts. The main point is little hassle for the customer even in a bad situation probably means the consumer uses them again .
Outside of surepost, what other product may not seem to be doing well?