UPS by Horse
Mark O'Connell, CEO of Metro Atlanta United Way, introduced UPS as United Way's best friend. How true. At the end of his introduction, he brought out Mike Eskew, Chairman and CEO, of UPS. Mike shared with us the UPS story --- the transformation of UPS since 1907.
As I listened to how UPS has made a global imprint, I thought of how they do whatever it takes to fulfill their mission. In Northern Michigan, there is a small beautiful town located on Mackinac Island. Christopher Reeves once made a film at the Grand Hotel located on the island. A small location of paradise in the waters of Lake Michigan. The deal is though, no cars allowed. Hence, no trucks. Any trucks. Even Brown Trucks.
On a recent visit, as I walked up to the Grand Hotel, there went past me on horse a UPS driver with packages for delivery. Dressed in his 'browns', the driver headed off to get the package to the customer.
So when they say the do whatever it takes to satisfy a customer ---- they mean it. We can learn much from our partner UPS, but their fierce focus on mission and the satisfaction of a customer is a beacon we must follow. Even if it means climbing on the horse.
As I listened to how UPS has made a global imprint, I thought of how they do whatever it takes to fulfill their mission. In Northern Michigan, there is a small beautiful town located on Mackinac Island. Christopher Reeves once made a film at the Grand Hotel located on the island. A small location of paradise in the waters of Lake Michigan. The deal is though, no cars allowed. Hence, no trucks. Any trucks. Even Brown Trucks.
On a recent visit, as I walked up to the Grand Hotel, there went past me on horse a UPS driver with packages for delivery. Dressed in his 'browns', the driver headed off to get the package to the customer.
So when they say the do whatever it takes to satisfy a customer ---- they mean it. We can learn much from our partner UPS, but their fierce focus on mission and the satisfaction of a customer is a beacon we must follow. Even if it means climbing on the horse.
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Particularly interesting that he focused on the idea of "every customer served as one"...who would have thought a vast package delivery network could strive for that? Gives one pause when we hear United Way colleagues saying "we'll never get to real relationship management here."
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