I've worked on multiple shipping and loading docks. If you haven't had this type of work experience it would be difficult to understand that the entire line is one big connected system. If just one person stalls their part of the process, the other pieces both upstream and downstream are affected. And believe me, everyone on the line instantly knows who is falling behind and you'll begin to feel the eyes on you immediately. If the issue is not resolved quickly, the entire line might need to stop, which is rule #1 that you don't ever do. Sometimes you just get behind and realizing you need to catch up quickly, 0 fucks are given. If you're stacking and shipping a pallet every couple minutes then you're not going to care about a single case or two being damaged. Is the box torn open because you threw it? Fine, turn it around on the pallet so no one can see the tear - problem solved. Is the supervisor riding you for being too slow? Fine, I'll show them who's slow, because it isn't me - look how fast I can do my job (without caring about what gets broken). Your job isn't to care what happens to these thousands of mystery boxes you're handling each day, it's just to get them out the damn door on time.
The mood issue is real as well and it's less about personal feelings in general and more driven by how you're being treated at work. Any shift in the normal routine can set the mood of the entire warehouse and in return lead people into not caring. It could be announced mandatory overtime or even something as simple as removing something from the break room. Retaliatory action isn't seen as an inconvenience against the customer, it's a middle finger to corporate. You treat us like shit and we're going to make you feel it too, proxied through customer complaints about broken or missing items. Some individuals do go off the rails and it's usually related to some sort of perceived slight against them by the company. A lot of these could have been squashed if the manager didn't throw up their arms and say there was nothing they could do about it; take it up with HR. Most of the time if someone in corporate had just listened to the issue and let the employee get it off their chest, that would have been enough to calm the anger. What many white collar employees in the front office don't realize is how seriously some small and inconsequential issues can matter to blue collar laborers. This could go on and on about blue vs. white collar relations and management practices, but the point is that it's not about the customer so much as it is about internal politics and maintaining the status quo.
I can corroborate most of this. Basically it's a stressful job, with low pay, weird hours, and very high turnover. Some people handle the stress better than others. Generally when people leave, it's because they burn out, or reach some kind of "last straw" moment, or get physically injured (often the back, from lifting improperly and/or too fast). The company doesn't care, they're just using you up and they'll hire a new one when you leave.
"Fragile" and other special instructions printed on the box are kind of insulting if you think about it. On the one hand, I'm a "professional" doing this for a living, so it's not like I need instruction from your I've-never-loaded-a-truck ass. And on the other hand, do I look like I have time to give your precious package special attention and follow your additional instructions for how it should be handled? It will be handled like all the rest. Maybe worse now that you pissed me off.
My pet peeve was the packing. If you've done a proper job of packing, i.e. fulfilling your responsibility to secure your stuff, you quickly find you don't need to proclaim "Fragile" on the outside. But if you don't pack well, and then write "Fragile" on it, you're kind of trying to transfer your responsibilities to me, and deserve a lesson.
This was judgmental young me talking, by the way. It's been a while since I did this. But speaking of judgment I also should mention the ultimate worthlessness of most of what people went to the trouble to ship. I handled a lot of B2B stuff, such as a region's worth of cigarette advertising for all the (insert name of convenience store chain here) in that region. Invariably marked "Fragile."
Just another example of how we all need to consider the lives, emotions, situations, feelings of others before jumping to conclusions. Life is never as simple as it may seem.
That all makes sense, but it doesn't explain why shipping workers would be EXTRA careless with items marked fragile. I would expect equal carelessness with all packages.
I believe it does:
"Retaliatory action isn't seen as an inconvenience against the customer, it's a middle finger to corporate. You treat us like shit and we're going to make you feel it too, proxied through customer complaints about broken or missing items"
As a customer, if my box arrives smashed I am angry.
If my box arrives smashed with a "Fragile" sign printed on it, I feel insulted.
I guess in the second case the complaint is going to be worse and the reputation of the shipping company damaged even more ("They can't even deliver a 'fragile' parcel properly")
I don't think that Atari was a gleam in the founders' eyes when I last worked on a loading dock. Probably the most complicated devices we schlepped were irons or coffee makers. I do remember rough handling of stuff, but it was stuff that would stand it--paper goods or canned soda.
Having said that, I can see how physical exhaustion and stress would lead to careless handling of goods.
The mood issue is real as well and it's less about personal feelings in general and more driven by how you're being treated at work. Any shift in the normal routine can set the mood of the entire warehouse and in return lead people into not caring. It could be announced mandatory overtime or even something as simple as removing something from the break room. Retaliatory action isn't seen as an inconvenience against the customer, it's a middle finger to corporate. You treat us like shit and we're going to make you feel it too, proxied through customer complaints about broken or missing items. Some individuals do go off the rails and it's usually related to some sort of perceived slight against them by the company. A lot of these could have been squashed if the manager didn't throw up their arms and say there was nothing they could do about it; take it up with HR. Most of the time if someone in corporate had just listened to the issue and let the employee get it off their chest, that would have been enough to calm the anger. What many white collar employees in the front office don't realize is how seriously some small and inconsequential issues can matter to blue collar laborers. This could go on and on about blue vs. white collar relations and management practices, but the point is that it's not about the customer so much as it is about internal politics and maintaining the status quo.