Is customer service a priority, or the last thing you think about?
Few business rivalries are as spirited as that between FedEx and UPS for the hearts and minds of package delivery customers. Both are huge organizations, with UPS the larger one at $30 billion in annual revenues compared with FedEx's $22.5 billion. I've dealt with both at various times with generally good results, until a recent bad experience soured me on UPS.
A few days before last Christmas, UPS tried to deliver a package to my home that required a signature for receipt. Since nobody is home during the day, they were predictably unsuccessful. Per UPS policy, after the third delivery attempt, they hold the package for five days at a UPS facility. If the recipient doesn't pick it up, the package gets returned to sender. They leave notices after each attempt, and this gives the intended recipient a chance to make sure someone is home when the next delivery comes, or call to arrange for alternative delivery.
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