I stand corrected regarding UPS drivers' income.
Decades ago I was at a conference where an exec from McDonald's gave a talk about customer service. He stated that if McDonald's was 99% accurate in completing customer orders that meant 100,000 per day did not get their order correctly filled. He then stated that to get the accuracy up to 99.9% would require someone to directly oversee and check the order taker and another person to oversee the food server plus adding another level of oversight with someone checking the checkers. The majority of the cost of the added personnel would be added to the customers' food price. Additionally, with the added check and oversight procedures customer wait times would increase and fast food would become less fast.
The exec's point was that you don't even want to be perfect. Instead aim for being really good. There will always be friction in the system/process. For that 1% whose orders were screwed up and comeback to complain, just give them a free meal voucher.
How much would shipping cost if UPS, FedEx and any other shipper provided a perfect level of service and who would be willing to pay for it?
