If Only Customer Service were Always this Way

For years I have had a mailbox at the Shannon Road, Durham, post office.  I have hated going there, no matter what time of day.  The lines have been long, almost no matter when you go.  I would intentionally go at 2:15, or 3:45 or 1:22 to try and escape the black hole called USPS Shannon Road.

Almost all MyBode or BestHomePro mail has been shifted to our physical address because of my revulsion of the long waits, lack of energy and generally depressing auro.

Yesterday, Monday, January 11, 2010 I went to the post office to mail a package.  I fully expected to wait in line and watch the impatient patrons and dreary workers.

But somehow things had changed.  The energy was inspiring.  The lines were short, even though lots of customers entered and left.  Two postal workers were in front of the counters helping people and 4 or 5 workers were busy behind the counters.  I felt like I was in Harris Teeter (great example of terrific customer service!).  There were positive vibes in their on Monday!

In talking to my friendly helper at the desk I kidded, "did someone throw a new year's party here today?  It seems to lively, helpful and warm!"  The lady pleasantly said, "that's the Durham Postmaster over there with his computer.  He is trying to boost customer service."

She and I talked for a little while, as she helped me renew my box.  She said, "I like to serve people happily, but that is not the norm around here.  I wish it were."

I replied that it must be tough coming to work if peer pressure says you have to be glum to work here.

Anyway, I was very pleased with the NEW Shannon Plaza Post Office and its 2010 attitude of helpfulness and good cheer.  If only all service businesses treated their customers like Shannon Road did to everyone yesterday.  I might even enjoy my visits there and if everyone felt that way, perhaps USPS would not be losing billions, limiting hours and reducing the workforce. 

Great service makes you feel better and that energy translates to more business and greater profit for the organization and for it employees.  We all need to keep this in mind.

Go guy!  Congratulations to The Postmaster and to the attempt to change things for the better.  Happy New Year.