Responding to Change

As I was finishing my online order three weeks ago, I was offered the option to ship my order via UPS or USPS. Since the price was the same for both, I thought, "Let's give the Postal Service some business. With e-mail draining away a great deal of revenue, they can use all the help that they can get."

I checked the shipping box for USPS. That was the beginning of a lesson for me.

A week later, I found a note in my mailbox that the Postal delivery person could not deliver a package, and I would have to retrieve it at the Post Office. "What's going on," I wondered. "He always brings large packages to my door."

Curious and somewhat irritated that I had to make a special trip to the Post Office for the package, I made a point to go the next day. First I mailed a book, and the lady at the window who helped me asked if I wanted to purchase stamps. "No," I replied as I handed her the notice, "but I would like to pick up this package."

When she returned with the package, I asked her why it had not been dropped off. "It must not have fit in your box," she stated.

"I've always had packages brought to my door," I returned. "Why not this time?"

"Oh, you must have had a sub. Your regular guy was gone. Do you have a long driveway?"

"Yes," I replied.

"Well, the sub won't go up a long driveway."

"The sub could have left it at the end of the driveway. I have a receptacle placed there for that purpose."

"How would she know that?"

"You should have informed her," I maintained. "I specifically asked to ship this via USPS to give you more business. I didn't realize that doing so would make more work for me."

"I should have informed her?" The lady huffed, turned, walked away shaking her head, and terminated our conversation.

While I realize that this lady specifically may not have had the information to inform the sub, someone, at least the regular delivery man, did and could have shared it. Even more, the Post Office would be wise to have a delivery policy that regardless of the length of driveway the delivery person was to do whatever was necessary to deliver the package. After all, their competition has this policy. UPS and FedEx deliver, period. They do not offer excuses. I think that my regular Postal delivery guy gets that.

Obviously, not everyone who works at the Post Office embraces his attitude.

What is happening to the Post Office is a classic case of not keeping up with and responding to a changing business environment. The Internet and e-mail are taking a great deal of business from the Post Office. At the same time, the Internet is offering more delivery business via online orders. This is an opportunity for the Post Office, but, to grasp the opportunity, the Postal delivery people must all deliver packages to the door. Expecting someone to pick up a package at the Post Office is an attitude which discourages repeat business.

It discouraged mine. Next time, I will not ship via USPS because it's too much hassle.

How is your business doing in response to a changing business environment? Are you responding to what your customer wants? Do you know what that is?