To Whom This May Concern,
I have always seen UPS as the corporate model for customer service and professionalism. Your drivers, in their familiar brown uniforms, are the first face of your company and in my experience have always represented your company well. They are true professionals and my children are always excited when they see one of your drivers.
Sadly, this was not the case today. At around 5pm today, on Coral Way in Coral Gables, Florida my children and I were shocked at how rude and unprofessional one of your representatives in brown treated us. We were not his client, we were not complaining, we were a mother and her two young children asking a UPS driver what happened to his truck. You see, your driver was loading packages into a red Jeep and my children were asking me where the UPS truck was. Since our experience with UPS drivers has always been one of an approachable and friendly person I didn’t think twice to ask him. He ignored me and when I asked again this person turned angrily to me and said in front of my children “listen lady I really don’t feel like explaining anything to you right now.” This is who is representing your company in Coral Gables, FL. Worse than that your employee stunned and saddened two children that up until that moment saw your company and its drivers as friendly, knowledgeable and just plain cool. I walked away wishing this person a happy holiday and reminded him that in this economy he should feel lucky to have a job and honored to have a job with your company. My seven year old walked away asking me why the UPS man was angry. My son then mentioned that UPS is not nice and he never wants us to use UPS. This is the impression your driver, in a red Jeep, left on two innocent children that were excited to know what was going on with the UPS truck. Shame on him.
I understand during this time of year, your drivers are stretched thin but I also know they are well trained and held to the standards that UPS holds for their employees. It is those standards that makes UPS such a great company and it is because of those standards that I came to expect so much more from one of your drivers. I still believe in UPS and will continue to use it for my shipping needs. I felt it extremely important to bring to your attention how deep one angry comment can sting and how this driver was simply nasty and mean.
I hope some attention is paid to this matter.
Olga Palacio
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