I Have a UPS Story

I placed an order with Sean John awhile back and was expecting it soon. I went to my P.O. box on Monday (not where it was going, as far as I knew) and found a card in my mailbox from UPS saying that the package had been shipped to the P.O. box so, of course, they could not deliver it. I could pick it up at the address on the card (around 40 minutes away from my home) or call the number for more info.

So, I called the number and it sounded to me like I had to pick it up or had no other options. So, I hung up the phone* and proceeded to play catch with it, with myself, as I often do. I have a portable phone and I throw it up and down and all that. So, anyway, after maybe a minute and a half of doing that, the phone makes a noise and I put my ear to the receive and I hear “Hello?” The guy didn’t sound super angry, but a little perturbed. Thinking I may have picked it up my accident when someone was calling, I asked who I was speaking with. “This is UPS.” Wow.

So, he explains that he was going to help me with my package and, after I apologize, I give him some info and he tells me they can deliver it to my house. I give him the address, he set it up. He was polite and professional. Before he hangs up, I apologize again “for not knowing how to hang up a telephone”. He laughs and we hang up. (Finally).

I thought that was pretty cool service from UPS, a company I already like thanks to my frequent Amazon.com shipments. I see my UPS guy more than I see most members of my family. I think it’s important to highlight not only bad customer service experiences, but good ones. So, good job UPS.

* – or so I thought.

Patrick O'Keefe

Managing online communities since 2000, I publish a collective of websites known as the iFroggy Network. I wrote the book Managing Online Forums and, as a public speaker, have presented for organizations like CNN, institutions like Australian National University and conferences like SXSW. More about me.

1 Comment

Bryan Downing

about 12 years ago

Ha! That is a hilarious story. All too many times it's the support person making a fool of themselves...but not this time!

Reply

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