On what not to do with your customers: Post Office and sales pushing

Hobbes, I just came back from the post office. Like an American supermarket, an English Post Office is a cathedral to human nature, although in this case, a cathedral to lack of custumer service and savvie.

Have you notice they sell travel insurance, phone cards, credit cards and many other things? Well, they do. Nothing wrong with it, other than the fact that you should have seen the face of the lady who just wanted to send a letter 2nd class, special delivery… that’s what she wanted, but due to some bizzarre twist of fate, she ended up being pushed to hear everything he had and wanted to offer her.

And we were about 12 people waiting behind her.

And he kept offering something, insurance I think.

And she kept looking back nerviosuly.

“I am in a hurry. Thanks.”

And the queue grew and grew.

“I just want to send this letter, second class, special delivery. Thank you.” She spat to the man on the window. She finally got what she needed, and when we were around 20 people in the line, she stormed out of the post office.

The incompetence of some of the Royal Mail’s employees is legendary. It wouldn’t be fair to say that all of them are incompetent, but then, it makes me wonder why anyone with a sound spirit would volunteer to work in an organisation like that, where I can see how the efficient few, do their job with a face that tells “I just want to pay my mortgage”.

To those few, you are doing a fantastic job. You are a spark gives hope!



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