A few days ago, I visited my local post office and noticed that for a late Monday afternoon, the staff was friendly, inviting, and seemed sincere about meeting the needs of the customers….and I’m not talking about one postal clerk, either; I observed all three. Smiles, proper greetings, and a true desire to help were all evident. I must admit, I was a bit shocked. You see, I have been to this post office for many years to pick up packages, purchase stamps, and once or twice to purchase a money order, but never once had I received this level of service.
In the past clerks seemed somewhat cold, abrasive, and uninterested in helping the customers. It was almost as if they did not understand why they actually work: to serve customers.
Nonetheless, Monday was a different day. I deliberately watched and listened; I guess I expected some curt response or misstep, but this was all to no avail. With a long line of customers and with a clock quickly approaching 5 o’clock, they waited on each customer patiently, consistently, and with the attention everyone deserves.
As I waited, I wasn’t an angel because the aforementioned thoughts didn’t cross my mind. I wanted to pick up my package. I wanted the woman at counter three to figure out what kind of stamps (instead of trying to find the prettiest ones) she wanted and I wanted another postal clerk to stop what she was doing to ask, “Is anyone here to pick up a package?” as they often do when there’s a full house. To my dismay,none of these happened, so I waited.
When I got to the counter, after tapping my hand in impatience, I guess some sense kicked in. I complimented my clerk on her service and mentioned that I noticed a great improvement in their level of customer care. She exclaimed and told me they had “been trying to get better” before she ran, sharing my comments with the manager.
With paper and pen in hand, the manager suggested that I put my comments in writing.
So, there I stood in the post-office, with the manager supplied pen and paper, preparing to put my thoughts on paper. Unfortunately, impatience kicked in again. I had my package, another appointment, and didn’t desire to lengthen my cramped stay. So I left, but agreed to type up a letter and mail it.
The letter has been mailed and I will surely post any replies I receive.
So what did I learn from my thirty minute hold-up? Not much initially, but later I thought of how great it would be if I began writing more letters of support, encouragement, and satisfaction, instead of letters of complaint.
It’s something I’m committed to trying. I’m sure companies/organizations would love to know when they’re doing well.
I would enjoy hearing your thoughts on this.
Have a wondrous Wednesday!
