We just won’t use it.

You know how FedEx (and UPS) insists you use a phone number when shipping a package. My gray matter told me this was in case they had trouble delivering a package. The driver calls the number – which in case I didn’t mention, is required – gets assistance from the sender or the receiver and voilà, the package is delivered. Seems logical – right? Well, guess again.

What you need to know about FedEx (find the logic in this…)
It’s mid-morning on a Friday and I get a call from a client whose FedEx package is 2 days overdue. I plugged the tracking number into the FedEx Web site only to learn that the package is sitting in the Durham, NC hub due to a bad address. Check the address – it is correct. Call the client to confirm it is correct.

Next step is to call FedEx Customer Service. They say they need a more specific address, but the client gave me a valid address. They receive deliveries at this facility every day of the week, so this made no sense. I asked, “Why weren’t we called? After all, we are required to provide a phone number, why not use it?”

Are you ready for this logic… I was told that the only time that phone number is used is when the driver knows he is at the right location, but can’t gain access. Go back, read that again and let it sink in. He won’t call if he can’t find the address, only when he can find it but can’t get in. Does this defy common sense or what? The representative explained that if FedEx attempted to call all the bad addresses, the drivers would never get through their daily routes. She went on to tell me it was my responsibility to track the package online and make sure it was delivered. So in this age of cloud computing and interactive web sites that seem to know your every move before you make it, there is no trigger in the FedEx system to alert you to a problem like this? We opted to have them hold the package at the hub and the recipient went to pick it up so we could have it before the close of business.

Oh and you’ll love this – when the client was having trouble finding the FedEx hub, we asked for the phone facility’s number so she could call and get directions from someone local. They could not give out the facility’s phone number, company policy. Perhaps I’m being a bit cynical, but isn’t that a double standard?!? I’m required to provide a phone number that they won’t call and they won’t provide a phone number that we want to call. I’m rubbing my temples…

Lastly, the reason our package was not delivered to a perfectly valid address in the first place – a newbie driver. The regular route driver was on vacation. Even more reason to pick up and dial someone. But after all, that would require logic.

Remember your image is an asset. Build it well.
And keep a close eye on those packages, too!

Lori Blatt
Owner, Blatt Communications
610.987.9202
lori@blattcom.net