Customers and sales people unintentionally conspire against operations and efficiency at times. The hypothetical Scott talks about here recently came up again in real life. The customer HAD to get the product on Day X or they would run out. It was out-of-route, but Sales accommodated the request, and Operations made it happen. This was next-level customer service for the first week of new service, but 16 months later when we looked at it as part of our discovery and planning process, nothing had changed.
We brought in some extra product, helped their customer store it for a bit, and moved the delivery day back two days to get it in alignment with the route. Our client cut their customer in on the cost reduction we created, and everyone walked way happy. This kind of thing makes our collective day – because we transportation nerds. We don’t need roller coasters or zip-lines get our thrills, we get hopped up on logistical efficiencies!