UPS have been trying to deliver a package to me this past week, and their notion of service, is that they won’t tell you or agree at what time during a day the will deliver. And they showed up two times at 12.30 (both of which I was in a lunch meeting), and most companies close their reception during lunch, what is UPS thinking?
Probably they plan their whole logistics system, including their customers, but with-out considering their customer’s customer (namely me that is the customer of Iomega, which in turn is a customer of UPS in this case).
Lesson to learn for all entrepreneur’s, design your services and products and go one step further, this is not the only way UPS in it’s practices bluntly ignores the receiving end, and upsets people (or rips them of).
UPDATED: To elaborate a bit, you need to understand the eco-system that you are in, and how that reaches beyond your own customer. When Iomega finally get the feedback (or UPS handling of Iomega’s customers get apparent) and figure out what the problems are (UPS), it is often too late for UPS to correct the problems (too much negative momentum). But if you instead can work into your business to understand the eco-system better (and deliver value through out it), you will be more successful over time.