I have a package that I need to send out. It has a prepaid FedEx Ground label on it. So, when the FedEx guy came by today (how is it that I know my UPS guy by name, but FedEx sends a different person every day?), I gave it to him. He told me he couldn’t take it.
The "not-ground" guy can’t take the ground package. I double-checked, and his patch says "FedEx." But, I know it’s not his fault, so I didn’t make a big deal out of it (I mean how many times a day must this poor guy get this question?). I head down to the FedEx box next door. Just before I drop my package in I see the sign – "Cannot Pickup FedEx Ground."
Well, now I’m pissed. I mean this is so stupid it’s painful.
Here’s the thing: Why make things arbitrarily difficult on your customers? Moreover, why put your employees in that position? They have to – on a daily basis – tell customers "no." Over and over. "No." For something so stupid.
Free solution for FedEx (send consulting fees if you feel guilty): Pick up the damn package!
I know, it’s two separate companies. To you. Not to your customers. The minute you slapped FedEx on the side of those trucks you created this disconnect. For another freebie here is the logistical solution: Put a bin in the back of the "not-ground" truck marked "ground." Then make the "not-ground" distribution center one of the ground pick up spots. Every night pick up all of the ground packages from the distribution center. Then deliver them. Heck, there is probably a cooler way to do it, and Lord knows you would be the guys to figure it out, but until then can you just do it my way?
Oh, there’s a lesson here, and I’m going to be looking inside for answers: Don’t make things hard for your customers. Or at least try not to do it for no good reason. Break down silly barriers and policies.
"That’s just our policy." If you have to say this, listen closely. There is quite possibly something there that could be improved.