Hey Apo, I know your resume well and i tell you, God Bless ! I hope to get to where your at.
As for the account situation, several of my regular customers tell me that it's either UPSF or NEMF coming at a lower price. Maybe this has to do with the metro area being very competitive for us all. As far as I know, our sales people (whoever they are) don't seem to budge too much with certain customers. I'm pretty sure we aint losing frt. because of damages. I think one of our problems when it comes to slow frt. has to do with having "regional" sales people. Im not too knowledgable when it comes to this area but I hate when customers ask me if I know their salesman ! I would think not having a more personal relationship with these people is gonna hurt your business just a little bit.
I have a daily pickup on my route and I was told that the boss wanted to see me. He told me that he would love to give us all his business but he can't due to the fact that NP raised his rates. Mind you, this customer has been doing business with us for over 25 years. I asked what was his conversation like with the "regional" sales rep. He said it wasn't too nice and when he notified the rep that he's gonna lose some of the regular pickups, the rep replied "so be it".