Everybody knows about UPS. It is a worldwide company, which helps connect senders with receivers. Some connections are with happy endings, some of them are not.
I had a couple of memorable experiences. After them, I understand that nobody will change human beings. They can present the company in the best way, but they can flood the Internet with sentences such as this service sucks and so on.
After these encounters, I understand that every human action is vital. If we do our duties in the best way possible, everybody wins.
The integrity of our lives is the essential trait of the character.
Catching Up with UPS
Okay, it is enough for my brag about the UPS. I will begin with my two stories. As I live in the apartment building, I prefer to pick my package in customer service, in the UPS facility. After the first notice, early in the morning, I called UPS and asked to hold my bag. Okay, this girl said. After a few hours, another customer service representative called and stated that my package waits for me. Good. I went to pick up and what do you think?
My package was left at the front door. I asked for the manager, and he explained. A sweet smile showed on the face. Okay, I am home and look for the package. Nothing. It was a router in this package. I hope that somebody would find the place to use it.
I got from the manager instructions on how to deal when I did not receive the package. The manager offered options.
- Contact UPS
- Ask for the operator to place lost package tracer
- Contact chipper
- Give shipper UPS claim
I wonder how everybody would be happy if some with common sense would be used here, in this particular situation. Coordination between driver and customer service would work beneficially for all of us.
To me, it seems that nobody cares about it.
A Man With a Sense of Integrity
There is a different story about UPS that has an entirely different ending.
A couple of years ago, I ordered some herbal tea from Tianshi- Tiens Company. This company removed her customer service, and I was the last person who used it.
UPS delivered to different address my package. They did not care what real address was on the box. Okay. I asked to keep it for me on hold. I went to pick it up the next day, but to my surprise, they sent a package back. The sender officially closed the office. It means that nobody can take care of this package.
I thought maybe something could be done. Trucks travel with packages a few days until they reach the final destination. I called UPS customer service. One guy, his name Scott, God bless him, took all problems to his hands.
He asked to transfer the package to the different trucks, who returns. It means that my parcel will be here as supposed to be. After a couple of days, I got my tea. I did not ask his last name, but he left a great impression on me. One human being can make changes so quickly, as in the first case, all the bunch of UPS team could not deal with one little package.
Do You Want to Leave an Impact?
I think that integrity is critical. I understand that these jobs, as in UPS, are not the best, which could make you feel like on cloud 9. Anyway, customer service is an essential and valuable asset in every company.
For example, the Zappos company praised for excellent service. They started from nothing, but the great approach to customers served them well.
If you have a business, how do you treat your customers? It is interesting, but I remember this guy Scott from UPS until now. He did what for somebody would be a difficult task. He thought from customers’ place and found the best way how to deal with the situation.
If you treat your customers in the best way possible, they will pay you back. It could not be a monetary reward, but word of mouth. Positive feedback is the backbone of a successful business. Let’s keep in this way.
Hi Nemira, thank you for sharing these stories of UPS.
I totally agree with you that by going the extra mile, you will leave a deep impression on your customer.
Integrity is a very important value for any company providing customer service. I hope everyone in UPS can follow Scott’s example.
All the best to you!
Hello Edmund. It is interesting that this case with Scott was few years ago, but I can not forget it. I was so moved with his great attitude and ability to sot things out.
Couple day ago I got a letter from UPS, in which was stated that I got package. I opened another claim, because here was complete lie. How I can get this package, when I asked them to put on hold and I would pick by myself? They called my from customer service that package waits for me, but after half hour driver leaves it somewhere . Who knows? He could offer somebody in street, it would be the same effect. I worked all day long and after my job, I visited UPS, where I heard this story about driver who knows what he is doing.
Anyway, I will forget it, but Scott always will a perfect example for person who is professional and decent human being.
Thanks for comment, all the best, Nemira.
This worker named scott seems to have the ‘knack’ in place for making his company ( in this case UPS ) look extremely helpful. When you manage to get workers that are willing to go the extra mile you will always stand above the competition – no matter what line of business you are in. Great read – loved this article!
Hello Chris, thanks for input. Yes, these guys as Scott put smiles on people’s faces and make us to believe that nothing is lost. People are different, but his attitude to costumers problems cheers me up.
All the best, Nemira.
Hello Nemira from Latvia!
Yes, integrity really is the thing which money can not buy. It is from a very early age Mom and Dad should insert in their children. The school will already be a little too late. My life experience more than once proved that the fair game pays off double.
Hello, best wishes to Latvia. Thanks to visiting my website. I was touched with generosity from Scott, that remember this story till now. It is a great example, how positivity can make big changes in people’s lives. I understand that in so big companies as UPS, not easy to control all cases, that everything would go smoothly. What confuses me, their attitude.
Anyway, I got my money from credit company. For me is happy ending. It teaches me lesson how is important customer service.
All the best, Nemira.
Thanks for sharing this story it gives me more motivation and also i agree that integrity can’t be bought by money as all other great ethics, if i deal with any company or a bank if i didn’t like the way that customer service staff behave, i try to stop dealing with this company as treating customers well means to me a lot and give me confidence too with the service they are providing, thanks again for sharing.
Hello here, thanks for input. I wanted to show in this story about UPS how people play enormous role saving a image for company. When I compare these two cases, I think about Scott with thankfulness and smile. An other case is forgotten and does not play an impact in my life. Just it is an example how do we need to serve customers. A customer is always right. Unfortunately, some companies forgot this truth.
All the best, Nemira.