Nothing brings out the clueless consumer in me like moving to a new home. This week, as I work on moving my family, I’ve been tasked with the regular new home chores such as turning on utilities, finding the nearest grocery store, learning new nighttime noises, and installing a mailbox. Okay, maybe that last one isn’t so regular. I was informed by the previous tenants of our home that one day their mailbox just disappeared, and they never bothered to get a new one, so they just got a PO Box. Now, I know many of you don’t know me well, but I’m TERRIBLE at getting the mail now, with a mailbox. A PO Box would be like sending my mail off to the Bermuda Triangle. Do they have support groups for things like this? It’s something I am working on.
I digress. In order to try to get this mailbox situation resolved, I contacted our new small town post office for advice on how to go about getting mail delivered to a shiny new mailbox that I’m all set to purchase. I wasn’t sure if I could just put it out there and be in business, or as with most government agencies, if there is some sort of “process” that will need to be followed that will ensure that I won’t see mail until the far end of 2018. The woman who answered the phone was very friendly, and after I’d explained our situation, asked me to hold on for a moment.
Imagine my surprise when the woman who picked up introduced herself as the mail carrier for our neighborhood. She proceeded to let me know that in her fifteen years, she’s been personally returning all mail sent to that address to sender. She knew the previous owners of our home, of course, and had set up their P.O. Box personally. She knew that they didn’t want any of the unsolicited mail that may have gone to their address, so she simply took care of the matter for them. For fifteen years. She then proceeded to let me know that she’d go out to our new property after work tonight and take a look at where the new mailbox would need to be set up. She’s going to call me in the morning with the info. Until we get it out there? She’ll take care of holding our mail for us to come pick up at our convenience.
This is far exceeding her standard job duties. I’ve never met a mail carrier that hops on the phone with their customers, and then goes out of their way to make the customer’s life easier. Before I’d given her my name, she made me feel welcomed and taken care of. With all the stress that goes along with moving to a new home, I can’t even begin to thank our friendly new mail lady. I think I’ll start with a basket of freshly baked treats, even though I’d really like to give her a huge hug! Turns out, that is frowned upon in some professional situations.
If someone were to ask one of your customers how your service makes them feel, what do you think they would say? Do you liken your service to small town service, or big city business? A little advice: take a minute to make a personal connection with them, offer a bit of assistance, or simply let them know you’re listening even if it isn’t part of your daily job duties. Take a moment to take care of your customer, and you’ll have a customer for life.