Listening to Customers

Those of us who still use the Post Office probably have a vast array of stamps that indicate a previous lower price for 1 ounce First Class mail. So we are well aware of the price increases that happen quite frequently. We also hear that the Post Office continues to lose money and will in all likelihood cut services. How can the Post Office become more customer centric and gain patronage loyalty?

Standing in line recently at a local Post Office, it was clear that a recent policy was not in the right direction. This particular customer had a package that needed some tape and requested it from the Post Office employee, who had a roll of tape at her fingertips. However, the customer was told that she could purchase a whole roll of tape, but the Post Office employee was not able to give her any - a recent cost saving measure coming from the Post Master. How about even selling a 12 inch strip?

This example is repeated in many businesses, where cost savings are put in place which are in the face of creating customer value and loyalty.