Consumer Maven

Ziplock Vegetable Bags are Back!

In the 1990's I discovered Ziploc Vegetable bags, by Dow.  The bags looked like any other one gallon food storage bag except the bags had perforations which allowed excess moisture to escape.  I loved these bags and how they kept my food fresher and crisper, since there was less moisture build up.  Suddenly, my coveted vegetable storage bags were off the market.  Part of my inheritance included an unopened box of the bags, thanks to my mother who believed in stocking up on things on sale.  Because it was packed away with other kitchen items that were never unpacked, there they were, like a Christmas gift.  

With the information on the box, I called the company to see if they had any left over, of which I would gladly have paid for.  The very helpful lady in Customer Service told me that not only did they not have any left over, but she received quite a few calls and often from people  who also wanted these bags.  I asked her why they were pulled off the market, and she told me that they were not selling.  I shared with her my observations that they were not merchandised properly.  Many lesser quality vegetable bags were frequently sold alongside fresh produce, so that consumers would become aware of their existence. 

Fast forward to July 2009, and I am at my local Jewel grocery store on the north side of Chicago.  I'm searching for one gallon sized freezer bags, but my eyes are glazing over because all the packages look so similar that it takes effort to discriminate what each item is for.  I am staring at something that  didn't say freezer bag, but said vegetable bag.  While Hefty makes a vegetable bag, which I have used, I picked up this other item out of curiosity.  Once in my hand, I realized I was holding the new incarnation of my favorite vegetable storage bags.

The predominantly blue box shown below is the current point of purchase packaging.

 

The predominantly green packaging in the photo below is what the original point of purchase packaging looked like.  I'm not so sure I like the newer packaging more, because the older packaging  clearly announced Vegetable Bags whereas the new POP indicates it via vegetables, but that could also be used for their regular storage bags. 

Looking at the top of the packaging, the new design appears superior.

 

However, looking at the bottom of the packaging, again, the original winds hands down.  There is no double that these are special use bags.

The backside of the packaging, in my opinion, could go either way, although I prefer the older packaging in that it clearly identifies the product use.  By using a color other than the blue prevalent on all their other plastic bags, it also differentiates it by use, which is an easier way for consumers to know which box they are reaching for when they are in a rush.

 

Despite a few issues with the current POP packaging, I for one am very pleased that SC Johnson of Racine, Wisconsin, has chosen to bring back this most excellent product.  I hope this posting is found by your many customers who have been searching for these very well designed bags.  There is one desgin change that is evident, and that is in the product itself.  The Ziploc design is much better.

Thanks again, SC Johnson, for bringing back the Ziploc Vegetable Bags!

Customer Service is why I shop at Zappos

This morning I ordered another pair of Cole Haan Nike Air sandals from Zappos.  This is after returning 7 pairs that I ordered and shipped back, with free shipping round trip.  It's not that I like to run after my UPS guy or haul boxes to the Post Office;  years ago I sprained one of my ankles and subsequently one side of my foot is more swollen on the top.  The tops of my feet are also have very sensitive and the skin very thin, so most sandals create a lot of raw, blisters and other problems, rendering wearing most sandals impossible.  I also walk a lot, so cushioning is also important.  Thanks to Zappos I've found both a Think sandal and this current model and can now  "free my feet" when it's very hot out.

I've heard from many of the Zappos customer service people that they are a customer service company that happens to sells shoes.  They use this as their tag line as well.  Unlike many stores that purport to provide excellent customer service, Zappos actually delivers.  I've shopped with them for many, many years.  When I first bought shoes from them I seemed to be the only person among my friends that did.  Now I often go to my local Jewel  and chat about our best shoe deals with one of the employees there, who also walks a lot and stands on her feet.  In our little shoe huddles, comfort is queen.  She is a new Zappos customer, and enthusiastically raved about their shipping policies and customer service.  To me, there is nothing more exciting in the area of customer service and retail than to find other customer evangelists.

I recently came across an article about the CEO of Zappos in a 2006 edition of Inc. Magazine.   In three years they attained a growth rate of 948%.  Phenomenal you say for a shoe store???  I agree, but even more impressive than their growth is the awareness that CEO Tony Hsieh has of what drives customers to return again and again to a company.

This is the crux of what makes a successful on-line shopping experience:

We all sat around one day talking about what we wanted the Zappos brand to represent. We decided to be about providing the best service; we said, "We're a service company that just happens to sell shoes." But in order for that to happen, we had to control the entire customer experience. We expanded the warehouse to 77,000 square feet and stopped having manufacturers ship directly to customers. It was a scary time--drop shipping was 25 percent of revenue, and we gave it up all at once.

For anyone who hasn't shopped at Zappos, it's a Class One online experience.  Their website is easy to navigate, and their search parameters actually return relevant and useful results.  As with Amazon.com,  there is a way for customers to provide input that others can read and there is also an option to be told when a shoe that is out in the size that you want is back in stock.   Because shoe sizes, widths and arch support varies not only from brand to brand but across styles, the customer input facility is a valuable tool in making purchasing decisions.  Their photos also provide multiple views of the shoes, which have in the past helped me make decisions to buy or to not buy a particular shoe. 

Because of Zappos, I've tried brands that I normally would not have purchased, such as my Cole Haan Nike Air slides.   Personally I dislike going into shoe stores.  The fumes alone have contributed to me purchasing shoes I needed to later return.  With Zappos I can shop from home, wear them all day inside the house to make sure my feet aren't looking or feeling like torture victims, and make a decision based on a "try on time" that is more realistic in approximating actual use.  Returns are also done online, and you can easily check to see if your return is recieved and credited, in the event that you haven't received their email notifications.  Credits process from their end in a timely manner, no "60-90 day" credit excuses from Zappos, which is not what I can say about many other companies who somehow expect a customer to want to come back to them when they hold onto their money when a refund is due. 

CEO Tony Hseih got it right when he said, "We interview people for culture fit. We want people who are passionate about what Zappos is about--service. I don't care if they're passionate about shoes."  With online retail, service is where the store atmospherics are created, with each transaction and with each company encounter, whether online or on the phone.   

When Good Security Goes Bad or "Human Firewalls go Bonkers"

When I decided to purchase a new television, I shopped online and found the company I wanted to order from.  Crutchfield.  They are known for their customer service, and my uncle, who has purchased many things from them, swears by the quality of their service.  I tried using both their email and live help, and was able to resolve any other questions that I had.  I decided to go ahead and order.

To expedite matters I just decided to use my debit card.  Usually I would use a credit card but because I was doing some online banking, I had transferred the funds over to my checking account.  On Wednesday I decided that everything was good to go.  Unfortunately "go" wasn't "going" very smoothly. 

Crutchfield has a policy of verifying your card with the banking institution that issued it.   I rarely use the bank card that I decided to use for my fateful purchase.  When Crutchfield called, my bank refused to provide any information, and the transaction was therefore declined.  I emailed my personal banker, only to find out upon following up with a phone call, that she was no longer employed there.  Another bank employee took the call, and she told me she was the person Crutchfield contacted, and that she could not divulge any account holder information.  The bank thought that it would be a balance inquiry.  I told her that all Crutchfield wanted was to verify that I am the person who indeed is making this purchase.  I was told that for security and privacy reasons, I would need to sign a disclosure form giving them permission to verify my name/address/phone number and card number.  While it is great that my bank protects my privacy, since I already was on the phone with them this seemed to be overkill!!!  I faxed the signed authorization, and both Crutchfield and I thought we were finally good to go.

We tried to go forward but ended up going nowhere.  Crutchfield told me they couldn't't get the transaction to go through, that it was being declined.  With one phone connected to Crutchfield, I used another phone to call the bank.  Apparently my bank is extraordinarily good at keeping their account holder's funds safe, and in the bank, as evidenced by my not being able to get my money out!  I had briefly thought about just using a credit card, but by now I was determined to complete the transaction the way I had initiated it.  The bank employee asked me how much the purchase was.  Apparently they have limit as to how much an account holder can withdraw per day using a debit card.  While this is great if you are being forced at gunpoint to withdraw your funds, since I called them I found this rather inconvenient.  Unfortunately it was also immovable. 

The bank representative suggested either breaking the transaction up in two days, or using an ACH transfer, which would be a direct debit to my account.  My Crutchfield customer service guy contacted another department to find out if either could be done, and unfortunately it turned out to be that neither type of transaction could be done.  He did have the idea that I could get a gift certificate and apply it to my purchase so that the balance due that would hit my debit card would be less than my bank's daily withdrawal allotment.  Wanting to expedite this, I bought the gift card on a different bank's debit card, really testing the boundaries of processing.  Two hours later that transaction still had not been completed.  I called Crutchfield and it was held up because it needed to be verified, AND I had to call back from the phone number associated with my card.  By 6pm Friday evening, I still had not received the e-gift card. 

My e-gift card arrived via email on Saturday morning, as did a call from Hunter, my now favorite Crutchfield employee.  Together we suffered the effects of security policies, systems and procedures that are ostensibly in place to protect the consumer from unauthorized transactions.  His system did not show the gift card number yet, so I read it to him, and we were able to FINALLY get the transaction to go through.  This translated to over 3 days of effort to get a basic online purchase to be completed.  It was truly one of the most frustrating experiences I ever had, yet this frustration was due to two companies with policies in place that are designed to protect the consumer. 

Would I want these policies changed by either company?  No, not really.  Next time I'll just give up and use a credit card, but I'd have to keep my fingers crossed that the transaction goes through.  A month ago the card company from one of my credit cards called to say there was fraudulent activity on my card.  My card was automatically canceled by the card company and once I verified on the phone (thankfully I didn't have to jump through as many hoops as one of my bank's required) they reissued a new one.  Of course any orders I had outstanding that were waiting to ship and then be billed were declined, too. 

What disturbs me regarding all of this is that:

1).  These procedures are all a sign of our current times, where financial and credit fraud are so abundant that companies need to put in place increasing safeguards to reduce fraud and identity theft.

2).  That credit cards rule.  I once tried to not have a credit card, and it quickly became evident that in our modern world, that just isn't possible. 

3).  One of the positives about debit card use is that their transactions do not impact your credit report.  How three companies suddenly became the "be all" method that allows consumers to get credit, rent an apartment and buy a car when none of this was permissioned by the consumer has always been a sore point with me.  Related to this, I dislike and disrespect the fact that our privacy in this country is "for sale," as data miners and companies sell information (and misinformation) about us for a fee.  All of that is easily downloaded so people who have no business trying to get into our business don't even have to get up out of their chairs to invade our lives with any semblance of informed consent on our part.

4).  Anyone who had experienced severe financial difficulty and who does not have a credit card probably experiences a substantial amount of frustration and inconvenience if they need to rent a car, make purchases of expensive but necessary items and if they basically need to do anything that those of us who have credit cards take for granted.  The irony is that for many, the concept of "going into debt" every time one uses a credit card is so disconnected from reality, (that is, until the bill comes), versus looking into your wallet and seeing that you have less cash.   

Yet all of "this" is where we are today, and "this" is what we have, as a society, become. 

DTV Converters and DVD/R set ups

I've never been a fan of waiting until the last minute, so I redeemed my DTV Converter coupon and purchased my converter box.  Now for any of you who know me personally, you are no doubt rolling your eyes and wondering how anyone so into high tech gadgets and having geek DNA could possibly want to continue using 'rabbit ears,' but that is my preference!

Setting up the converter box was relatively easy, although I should remind anyone reading this that is planning to do the same, that they need to purchase audio visual cables.  Radio Shack has them in stock as would most stores that sell electronic equipment.  The converter I purchased, by Philco, came with an antennae cable which I appreciated, since I've had problems in the past finding them.

The main point of why I am writing about this is that there seems to be a dearth of information out there about the other side of our forced compliance in going with HDTV signals.  It's called compatibility.  While the TV part of the connection, passing through the DVD/R,  went well there was a problem when we tried to view the television using the DVD/R.  When I hooked up our DVD/R and tried to get a television signal through it, it looked as if we had no antennae whatsoever.  I checked the connections multiple times, called Philco's tech support and all I could say was that between the two of us, we beat it to death and could only say that it was connected properly.

This morning I did some online research on and discovered that I needed to get a DVD/R that either had upscaling abilities or one that could handle HDTV.  The one I had could only handle ATSC, so the HDTV signal coming through the wire was basically useless.   So for those of us who actually need to record TV programs, come February 2009 we will have needed to have switched to cable or purchased a DTV converter AND purchased a new DVD/R if our current one only handled ATSC.  So for us, this required format conversion is not just costing us a converter box but an additional expenditure of over $200 for a new DVD/R, and that is NOT covered by any government converter coupons.

Resources:
http://hometheater.about.com/od/dvdrecorderfaqs/f/dvdrecgfaq14.htm
Solid Signal.com (Digital Converter Boxes)
JR.com (HDMI/HDTV upscaling technology DVD/Rs)

I've personally dealt with JR.com many times and have always been pleased with their service and the knowledge level of their sales people.  Solid Signal I discovered as a result of needing a Digital Converter Box.  Their customer service is very good and their tech support was also very good.  We would definitely shop at either again.

Eddie Bauer Petite polos

Eddie Bauer does it right for us gals needing petite tops.  The problem with petite summer tops for me is that I do not have the body type that clothing manufacturers usually create their patterns for.  I am short.  I have wide shoulders.  Worse yet, I dislike form fitting summer tops that fit like swimsuits.  I like my tops to be loose and to drape.  For me, nothing adds to summer humidity and discomfort more than having a skin tight article of clothing on.

I've shopped at almost every imaginable type of store you can think of, looking for petite large tops that I feel comfortable in.  It  doesn't matter whether the store is budget, low end, high end, trendy, classic, whatever... I've consistently had the same problem except for one particular store, Eddie Bauer.

For example, I recently received a very cute, sleeveless top from one of my favorite stores.  This company knows enough to make petite tops a bit less long in the torso, and to take the sleeves up, but like most companies, it is totally clueless about sleeveless tops.  I've even called them and was told that they list all the measurements so obviously the arm hole thing is my fault.  Talk about missing the point of a customer call!!   That company rep even bristled when I suggested they reduce the size of their gigantic arm holes.

Case in point, here was my top from this particular company:    The length was perfect, the drape, perfect.  The shoulder distance, perfect.  What was my complaint???  The armholes are so gigantic that you could see the entire length of the band of my bra when I had my arms in anything but plastered flat against my sides.' 

I had ordered some sleeveless polos to replace my old ones that just wore out, and decided to buy from Eddie Bauer, since I recalled that they were the only ones that didn't seem to make sleeveless armholes for petite tops that were more suited for a sumo wrestler.  They arrived Friday.  Not only did they fit perfectly, but having a free show from armpit to armpit will no longer be an issue.  Best of all, they are available in some great summer colors!

Cliptomania Clip on Earrings: Revisited

I love businesses that not only try to "get it right" but do things so well that they create customer evangelists.  I've written about Cliptomania before, but after a recent experience with them, I felt it only appropriate to revisit this small and growing company.

We recently  interviewed Candy Santo, one of the owners of Cliptomania and would like to share our interview with you.  For the uninitiated, Cliptomania is the place on the Internet to find ear rings for us girls who do not have pierced ears.  They not only have a stellar selection for all ranges of budgets, but an equally interesting selection in terms of colors, gemstones, and fashion needs.

Consumer Maven:  Can you tell me more about when and how you got started?  What was your inspiration for  starting your business???

Candy Santo:  The idea for Cliptomania arose from my husband's attempt to find me  nice earrings for our 30th anniversary in 1998.  We were living in the New York metropolitan area and not only could he not find anything, but they laughed at him at Macy's.  He thought that maybe this was a need that an Internet store could fill.  Our oldest was already out on his own and our daughter was in college and he thought a small Internet business would be a good counter to the empty nesting. 

After a year of study and planning, we opened our online store on Thanksgiving Day 1999.  Looking back, we were so naive that it is a miracle that we are still in business!  Had we tried it just 2 years later when online selling had taken off and start-ups were much more difficult and expensive, we're pretty sure it wouldn't have worked.   It helped that neither of us quit our day jobs and business was light enough then that our daughter could help while continuing her studies. One of our best assets, however, was my several decades of non-profit management which provided a good knowledge base for growing our little business.

Consumer Maven:  Are you in  partnership or sole proprietership?  What are your overall goals in terms of business growth?

Candy Santo:  Where we are now with a customer base of approximately 20,000 is something we never imagined and on most days more than half our customers are first timers so it looks like there's more growth ahead.  In addition to the 3 owner/operators (Christy & I are now full-timers & then some) Cliptomania - an LLC - employs 2 full-time and 5 part-timers.

Our primary goal is to be the Kleenex of clip earrings.
Secondary goals are:
... to provide a range of styles that makes it possible for a customer to find at least 2 pair of earrings they want to buy whenever they come into our store; 

... to image and describe the earrings in such a way that the customer gets what they expected (that this goal is being attained is demonstrated by the fact that less than 5% of what we sell is returned to us.)

... to provide outstanding customer service, giving customers the feeling they are shopping in a good local jewelry store

We couldn't meet these goals - particularly the range of products offered - if we were making them ourselves. So at any given time I'm dealing with at least 40 manufacturers, importers and designers.  I have a core group that have been key parts of our success as they have been willing and able to provide products that meet the unique needs of an Internet store.

Thank you Candy, and thanks for a great shopping experience!!

Cliptomania:  http://www.cliptomania.com

The Consumer Maven isn't the only fan here!  Check out the Tamale Chica Chronicles for another customer evangelistic perspective.

How was your shopping experience?

A few weeks ago I was at my local Whole Foods when, at the checkout, the cashier looked at me and said, 'And how was your shopping experience?'  I nearly dropped my organically raised produce when he said that.  Oh ohhhh, have I been busted???  Because the Consumer Maven is all about assessing the customer's shopping experience, it almost seemed like a kowinkydinky moment.  Ironically, just a month before this they had this one woman cashier who had the personality of a twice dead zombie and the warmth to go with it.  I dealt with her once and vowed never to go through her line ever, even if it there were no people in it and every other line was 20+ deep.  Fortunately she seems to have left for the night of the living dead.

So back to the question, "How was your shopping experience?"  Lately at "my" Whole Foods, it's been very good.  In the past, what struck me was that while the seperate service areas such as fish, meats, supplements, etc. were very service oriented, the customer service and cashier areas had been somewhat spotty and occasionally unpleasant.  So far whatever changes that had been made about half a year ago seem to be, with the exception of the zombie woman, providing a good customer service level, one that we'd expect for a store whose claim to fame is higher standards.  In fact, my last few experiences at the customer service desk were great, as have been the cashier areas. 

It is interesting that this is a question that some stores and business should dare not ask unless they are truly prepared to stand behind change.  At least at Whole Foods, they had the guts to ask it.

Robbins Brothers Jewelers Lincoln Park

A friend of mine has a family member who was hired by a jewelry company that opened up three stores in the Chicago area.  Two are in the suburbs and one is in the city.  When my friend’s family member was first hired, this person was enthusiastic, excited and passionate.  This is about the days that led to the dying of this passion. 

From what I was told, of the three stores, the Lincoln Park location was expected to be, no pun intended, a crown jewel.  A jewelry store in Lincoln Park would easily be expected to fit that billing, considering the high income level and demographics of that neighborhood.  When Chicagoans think of Lincoln Park, they think of young, upwardly mobile professionals, people with high incomes and a good amount of disposable income, and those who are able and willing to spend money on luxury items.  When we Chicagoans think of Lincoln Park, we think of north Halsted, Clark street, and in the general fashionista districts  close to DePaul.  It is that walkable area best served by high foot traffic. 

Herein is problem number one:  location, location, location, or rather, lack of it.  Their  "Lincoln Park" is actually not in the Lincoln Park that we think of, but on the 2100 block of North Elston.  This is an area best reserved for those planning a big box retailer trips by car.  Location wise, this is not Lincoln Park in terms of Trixies and the trendanistas and people who normally walk to their boutique stores. 

This leads into problem number two.  Besides their obviously stellar poor choice in geographic location, there appears to be a problem in effectively reaching the demographic of 'buyers of engagement rings.'  I was told that they were advertising on stations to reach 20-30 year olds.  This is an interesting choice, since people get married at all ages.  WE also know that the boomer market is graying and this segment is in the remarriage market.  Also, people delay their marriages, often focusing on developing their careers first, creating a demographic segment that easily ranges from 30-40 plus.  In marketing WOM (word of mouth), one doesn’t just want to reach the end consumer, because brand awareness is important for 'influencers' as well.  Influencers can be parents, friends, mentors, relatives, as well as consumer experts, etc. 

I was told that they did do “something” in the area of public relations, so I agreed to take a look at it for this person.  If they are spending money on marketing for the Chicago store, it doesn't appear to provide any long range benefit (read: brand building), nor does it appear to have any strategic focus.  It appears to have been done just for attention, otherwise known as publicity.  This included publicity during their opening day (Lincoln Park), and ramping up some attention getting aspects for Valentine's Day.   One shot publicity events are not brand builders.  Effective marketing is all about creating the customer experience, which also goes to creating an atmosphere by employees.  If employees are unhappy and disgruntled and are treated unfairly, or there is a perception that they are being treated unfairly, this creates a pallor.

Enthusiasm and passion are energies that translate from employees to the store and create 'atmospherics.'  There are other things that create atmospherics too, but employee 'energy' is a big part of it, and if it's faked the customer feels it, which encourages them to flee.  That creates negative "word of mouth," and no business strives for that.  This is a company that really need to invest money in developing a marketing strategy and public relations (not publicity) campaign and implement the type of programs that will make their company stand out and give people a reason to go to the Lincoln Park store.  The way things look right now, it's NOT a destination store.

Why are we writing about them?  Because a business that opens up effects not only the people that work there, but their families and the community is serves.  In this one example, a family member of a dear friend of mine was affected by their poor decision making.  Their errors in decision making led to downsizing and people losing their jobs, which in turn has effected their families.  We are also posting this blog on the oft chance that someone who is in their corporate headquarters is not well informed about what is going on here in Illinois, and wonders why a store in a supposed "hot" locale is yielding cold sales.

Whole Foods Market Alternatives fresh from Jewel

I live on the north side of Chicago and shop at Whole Foods, Trader Joes and Jewel for food and household supplies.   In another time in Chicago, I used to be able to go to an assortment of natural foods stores, but for those of us in Chicago, for the most part, Whole Foods ate up all their natural foods grocer competition and now they are the only game in town.  Or they have been.

Over the past several years, I've been delighted to find that my local Jewel carried a decent selection of organic produce, especially the Earthbound Organics line.  Because of dietary restrictions, there was a time where I used to lament that if I were locked in Jewel for a week I'd starve.  That, I am happy to say, is no longer true.  The proof is in the fact that I often need to take either my Zuca Cart or horrors, even my bubba cart because Jewel is now blessedly providing much in the way of food shopping alternatives for even fussy shoppers like me. 

There I've been able to buy my organic vegetables, salad materials, some fruit, dairy and soy products, eggs, dried cereal, snacks, and now chicken!  For anyone who hasn't been in a Jewel lately, they've reorganized (again) and thankfully gone back to segregating most of their natural and organic foods from the conventional stuff.  In my "small" Jewel, in a section called, "Wild Harvest," there are two full aisles of dry goods, followed by another aisle of refrigerated goods (dairy but not eggs), and the store also carries some natural and organic breads in the standard bread aisle.  There are also organic and natural (preservative and artificial additive free, just for clarification) frozen foods that include both desserts and entrees, as well as gluten free foods!!

Mostly out of curiosity, I just picked up a package of their Wild Harvest boneless chicken.  My impressions when I brought this home was that it was very, very  well packaged.  For one, the outer plastic packaging was thicker and leak proof, making using a plastic bag around it unnecessary.  Inside, the chicken was placed in a plastic tray.  Although maybe not the most environmentally sensitive use of packaging, with all the recycling options in Chicago this just requires it to be rinsed/washed off.  What it does do from a consumer standpoint is keep the chicken pieces intact better and not create a little bio-bacterial farm that seems to occur when stores use a plastic/cotton pad underneath to soak up the difference.

I also could not help but notice that the chicken didn't smell, and I mean that in a nice way.  Lately my chicken from Whole Foods has an odor that chicken gets when it begins to obviously deteriorate.  This occurs even when I purchase it the same day I use it.  I've heard that when the life energy level of a store or business (or even a home) is "low" then foods will tend to rot or deteriorate quickly.  Who would have ever thought that this could happen more at Whole Foods versus my local Jewel?  Then again, maybe something is a little rotten at the top of my favorite grocer.

UPS and FEDEX service decline?

Since last fall, I noticed that UPS stopped ringing my doorbell when they deliver, and worse yet, they would just 'drop' the packages in the foyer.  Since I live in the city, I always preferred UPS deliveries to the Post Office since they would hand delivery everything and it wouldn't just sit out in the open.  In the past, we've had packages left in the foyer stolen by passersby, so the drive and dump mode is not a good thing here. 

We had a great UPS guy before.  In fact, we had a great substitute driver that took over his route part of the time when our regular driver changed routes.  I was talking with one of my neighbors, a retired UPS Supervisor who commented that FED-EX was doing the same thing, and we thought that perhaps it was driver specific.  Then a friend of mine in another neighborhood commented that the UPS driver was also doing the drive and drop delivery method, as well.  Since I appreciate a driver ringing my bell and bringing the darn thing upstairs (especially when it involves a case of printing paper), I was dismayed to experience what seemed like a decline in service levels.

Last week I called UPS at one of their operations centers.  It turns out according the the UPS person I spoke to, IDOT (the Illinois Department of Transportation) reduced the amount of hours that a driver can be on the road per day, from 12 to 11 hours.  Anyone who ever knew a UPS driver knows that they work long hours, that they hit the road very early and that they have to be back by 8pm so that their packages can be unloaded and processed and retransported to whatever hubs they need to go to.  So basically, the drivers have to do what they did in 12 hours in 11 hours, or some semblance of that.  Now if that is true, I can understand why the service level went from personalized delivery to what my postman does, which is to drop it off in the hallway. 

That being said, today my FEDEX delivery guy rang my bell and schlepped up a heavy box for me.  Truck to driver to recipient package delivery isn't all dead yet, Hallelujah!