In my office, our main overnight delivery service until recently was DHL. It was cheaper than FedEx, and reasonably reliable. But the word around the office was always that if you were serious about getting a package to someone overnight, you should spring for FedEx.
DHL is gone now. On Christmas Day FedEx took a big step in reinforcing its reputation in the consumer’s mind as the most reliable choice overnight delivery. While UPS gave all of its employees the day off, FedEx announced that it would keep all 665 of its Express Centers open on Christmas morning.
A huge portion of the country has experienced really rough weather in the week before Christmas. Heavy snow and ice created havoc in air, rail, and ground transportation. Here in the Pacific Northwest, many roads are still iced over. Some packages — including many holiday presents — just couldn’t be delivered on time.
FedEx understood the disappointment that would cause, and decided to give parents one more chance to put the presents under the tree. This undoubtedly cost them a considerable amount of money, and created inconvenience and hardship for some of their employees. They did it anyway.
So if you were expecting a Christmas present via FedEx, you may be able to get it today. If it’s coming UPS? Sorry, you’ll have to wait until they get back on Friday.
Customers of both companies will remember what happened, and how each company responded to the challenge. So will all the people they talk to, and millions more who hear about it in media reports.
Which company will they choose when it absolutely, positively has to be there overnight?
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