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Customer Service - interesting changes

By
Services for Real Estate Pros with Marte Cliff Copywriting

Is customer service subject to trends? And if so, who is behind - the US Postal Service, or Fed Ex and UPS?

I live in the country, so we have mailboxes - sometimes they're at the end of a very long driveway, and sometimes fairly close to our homes. Ours is about 150' or so from the house.

Up until a few months ago the mail delivery person would put a note in the mailbox to let us know when there was a package to be picked up at the post office 11 miles away. If we had over-sized mailboxes, they'd bring packages that fit, but we had to go to town for large ones.

Then they suddenly decided to offer more service - as long as the house wasn't more than a certain distance from the road (1/8 mile? 1/4 mile?), they would not only bring the packages out, but would drive to the house and put them in a designated place. We all were asked to fill out cards telling them where to put the packages.

All this time FedEx and UPS were routinely bringing packages to the house. Depending upon the driver, they would either put them on the table by the back door, set them inside the storm door, or lean them against the corner of the house - under the roof overhang. 

One UPS driver was afraid of dogs, so she'd beep the horn and hope someone came out to retrieve the package. If we weren't home, neither were the dogs, so she was safe. 

Now all that has changed. Instead of coming near the house, they toss things out on the ground and drive away. I suppose it saves precious seconds. 

I don't know what they'd do if it looked like something that would break if tossed. Maybe they'd step out and set it on the ground. puppies just have to chew

Last time I got a FedEx envelope our puppy was out at the shop with my husband. As soon as the truck drove away he bounded to the house to see what she'd tossed out, so had the envelope half open before my husband got there to retrieve it. 

I thought it was funny today. I work in the basement, but heard a motor so went up to see. My package from LL Bean was laying alongside our drive, so I brought it in. Then about 2 hours later I got an email from LL Bean - informing me that my package had been delivered. 

I guess that would have been good to know if I hadn't noticed the delivery and the pup had gotten to it first. Fortunately, he wasn't home when the package came, or he just might have used that package for a chew toy. 

Comments (25)

Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Belinda - It makes me wonder if they have new drivers.

Kathy - That's the first time I've gotten notice that the package had been delivered. Was yours also from LL Bean?

Jan - And yet the USPS is offering more, while FedEx and UPS are getting sloppy. 

Jul 25, 2014 12:39 PM
Beth and Richard Witt
New York, NY
The best Retired Brokers !!!!

I guess we are fortunate that we still get great service from these folks...

 

Happy Day Marte

Jul 25, 2014 10:05 PM
Rob D. Shepherd
RETIRED - Florence, OR
RETIRED

Customer service or lack of it comes with a new attitude, its not at my "pay grade". SUGGESTED

Jul 25, 2014 11:33 PM
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Beth - FedEx did send a different, more polite driver yesterday. He (or she) leaned the envelope up against the wall next to the door. And knocked on the door before driving away.

Rob - Don't you just cringe when you hear "That's not my job?" I just went through that with the refinance on my home. A loan officer and a whatever that woman was - both telling me the other one was going to do whatever. Then the other would say, "No, that's not my job. She (or he) does that."

 

Jul 26, 2014 01:00 AM
Broker Patty Da Silva Da Silva
Green Realty Properties® - 954-667-7253 - Cooper City, FL
Top Listing Broker

Terrible service. Glad nothing happened to your package. I lost one before because we are not home almost all the time.

Jul 26, 2014 01:33 AM
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Patty - I can see that happening. Unfortunately, not all people are honest - and not all dogs understand "not yours."

Did you see that video clip a couple of Christmases ago? UPS brought a package, then FedEx brought a package. (Or maybe I have them backwards) Anway, the second driver left, then came back and examined the first package and took it away with him. He didn't know he was being filmed the whole time. 

Jul 26, 2014 01:41 AM
Patricia Kennedy
RLAH@Properties - Washington, DC
Home in the Capital

Hey, Marte!  I incuded this post in today's Last Week's Favorites. 

Jul 27, 2014 01:08 AM
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

Living in a condo in the city, this is one more detail that's taken care of - deliveries are left with our security staff, who put a slip at our mail boxes informing us that a package is in the mail room--I can pick it up at my convenience. No more driving to the post office, standing in line to get my package.

Jul 27, 2014 01:57 AM
Donna Foerster
HomeSmart Realty Group - Parker, CO
Metro Denver Real Estate Assistant

Marte~ Seems a bit ridiculous to me. Are those seconds really so precious?

Jul 27, 2014 07:13 AM
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Patricia - Thank you! I've been away all day... will have to go see what else you have. 

Lottie - Sounds convenient, but sure wouldn't be for me. I need at least a quarter mile between me and any neighbors. The width of a wall just wouldn't do it. 

Donna - Maybe so, if they do it often enough, it might add up to 5 minutes or so in a day. 

Jul 27, 2014 09:04 AM
Stacy Ann Stephens
Keller Williams Realty CT - 860-704-9070 - Wallingford, CT
Realtor, New Haven & Hartford CT Homes For Sale

Marte, interesting indeed; it is interesting to see how customer service has improve in some areas (call ) and decline in otherswith the poor delivery service. 

Thanks for sharing!

Jul 27, 2014 07:48 PM
Debbie Reynolds, C21 Platinum Properties
Platinum Properties- (931)771-9070 - Clarksville, TN
The Dedicated Clarksville TN Realtor-(931)320-6730

Marte, I wouldn't want a dog chewing my envelope or package. They are still bringing packages to my porch. I hope that doesn't change.

Jul 27, 2014 11:35 PM
Suzanne De Vita
RISMedia
Online Associate Editor

Our neighbors were expecting several deliveries while they were traveling, and asked if I'd collect the packages while they were away. I was happy to do so, but mortified to find at the end of each day a package carelessly left out in the rain or on the curb. It seems like this issue is widespread, Marte!

Jul 28, 2014 12:29 AM
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Stacy - and it's shocking to have USPS be the one with improved service while UPS and FedEx decline. Of course, with them it has to do with the drivers and what they think they can get away with.

Debbie - No, and my dog is still a puppy, so whatever is on the floor seems fair game for chewing. 

Suzanne - That's not exactly service, is it? 

Jul 28, 2014 01:34 AM
Gary L. Waters Broker Associate, Bucci Realty
Bucci Realty, Inc. - Melbourne, FL
Eighteen Years Experience in Brevard County

Just when I think USPS is getting better I am let down. Just as I swear to Fedex only, I get let down.  I guess the delivery business has its UPS and downs!

Jul 28, 2014 04:12 AM
Ron Marshall
Marshall Enterprises - Saint Michael, MN
Birdhouse Builder Extraordinaire

Our UPS and FedEx guys just leave them outside the door, too.  And, we do get a notice from the vendor, but does that help if the package is stolen when we might not be home for a few days....

Jul 28, 2014 05:39 AM
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Gary - Yes, I guess it does. As with all businesses, the quallity of the service generally depnds upon the attitude of the managers and the values they impart to individual employees. 

Ron - No help at all. I guess it's a trade-off. Years ago we had to drive in to town to pick up both postal packages and any kind of "freight." I'm really glad things get delivered now, and I'm glad I don't have to be here to sign for every package - so it's a chance we take. 

Fortunately, the biggest threat my packages have is from my own puppy - or rain and snow. Few people pass by our house and with the exception of those delivery people, those who are regulars are our friends. 

Jul 28, 2014 05:59 AM
Susan Haughton
Long and Foster REALTORS (703) 470-4545 - Alexandria, VA
Susan & Mindy Team...Honesty. Integrity. Results.

We live off of a private, gravel road about 3/10ths of a mile from the road where our mailboxes are...so far, our wonderful mailman delivers packages to us that won't fit in the box and our UPS guy is wonderful.  FedEx has had some missteps in the past, but new employees are great.  So far, so good!

Jul 29, 2014 10:11 PM
Sarah Lynn Jaskowski
Williamsville, NY
House. Home. Today.

I agree, customer service with these companies are going south.  The seller of a house that I helped a buyer purchase accidentally shipped a Christmas gift to their old house.  I was asked to let my buyer (new owner) know it'd be coming. Well it came, during a big snow, in a white package and left on a snow covered picnic table.  Owners dog found it before the owners did.  Had it been placed under cover or between doors it would have been found sooner. 

Jul 29, 2014 11:24 PM
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Susan - It has a lot to do with the employees. I think our "old timers" at FedEx and UPS have been replaced.

Sarah - I'd call that irresponsible! The least they can do is put something under cover.

Jul 30, 2014 12:44 AM