FedEx Delivers—Why Can’t You?

Photo showing FedEx trucks

On Christmas Eve, I had one more gift I was waiting for to arrive. I had two packages coming from FedEx. The gift for one of my nieces was due to arrive at 10:30 a.m., or so the tracking site said. The other package, which was a gift for me, was due to arrive at 4:30 p.m.

At around 10:40 or so, I checked the FedEx tracker again for the gift I cared about. Under “Scheduled to Arrive” it now said “N/A.” I called FedEx and talked to a cheery Tim, who put me on hold and then said they’d check with the driver and someone would call me. An hour and a half later, there was still no package and no call.

At about 1:30 p.m., just as I was thinking “Well, it’s not the worst thing in the world if the gift is a day late,” a FedEx truck pulled in my driveway.

Another cheery man, whose name I didn’t get, popped out of the truck with both my packages. I was hoping that would happen—that their systems would show I have two packages coming from two different places—so only one driver had to make a trip out.

“Oh great, you have both packages,” I said. “I don’t really care about that one,” I pointed to the envelope from the Gap. “But that was the one I was waiting for because it’s a gift.”

He said, with a knowing smile, “Ah yes, everybody wants these packages.”

As he was walking away, I wished him a Merry Christmas and said I hoped he didn’t have to work too late. “I only have an hour left,” he said with so much enthusiasm I couldn’t help but smile too.

If people working on Christmas Eve (probably dealing with a lot of cranky people waiting for their packages) can be cheery, why can’t people at every company?

I worked retail for years, so I know how nasty customers can get. It’s not always easy to stay cheery. But, here is one day—Christmas Eve, a very important day—and this company left me with such a positive experience.

I didn’t have to wait long for a person to answer the phone. I didn’t have to wait long when Tim put me on hold (yet he thanked me for my patience and apologized for keeping me waiting). My two packages arrived courtesy of a friendly FedEx driver. And Yolanda from FedEx’s Memphis office called me an hour later to make sure my packages arrived, and she was also super-friendly.

As a bonus, the Amazon items I ordered a few days ago were delivered in the mail (four days early!).

Be nice to your customers. Wow your customers. It’s the simple things that make us happy, so deliver—like FedEx does.


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