This is not a rant about the U.S. Postal Service — even though a “Priority Mail” birthday package I sent last month is in limbo somewhere on the West Coast.
True, my son’s birthday box of presents (and cash) hasn’t arrived as I post this. But rather than gripe about what happened, I want to compliment the USPS in general, and one clerk in particular.
It’s a classic example of good customer service. I know the USPS has its share of problems, financial and otherwise, but I have to give credit where it’s due.
Here’s the deal: I sent a Priority Mail box from Central New York to my son in Seattle, with an expected delivery date one day before his birthday. I’ve sent many of these packages, and have never had a problem.
After several days tracking the package as it racked up frequent flier miles bouncing between Washington State and California, I filled out a “delayed mail report” on the USPS website. The next day I received a call from a clerk at my local post office, who has been incredibly diligent as well as apologetic.
He’s been calling the processing facilities on the West Coast, and is doing everything he can to try to find out why my package is in another dimension. He told me to come in for a refund of the $17.90 postage. “We haven’t lived up to our end of the bargain,” he said.
The package comes with $50 insurance, so I will file to at least recover some of my losses. My son is minus some birthday presents, but the clerk said there is still a chance the package will get to him or be sent back to me.
Oddly, the experience has left me with a positive feeling — all because one clerk, one employee, takes pride in what he does and knows how to treat customers. It’s a lesson that other companies and employees would do well to learn.
On that note, I am in the midst of the exact opposite experience dealing with a national retail outfit. Stay tuned here for that story.