Comments on: A further nail in the coffin of the Royal Mail? http://www.the-confidant.info/2009/a-further-nail-in-the-coffin-of-the-royal-mail/ Working behind the scenes, helping people of power see themselves, situations, and others differently Mon, 20 May 2013 19:39:29 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: Katie-Ellen Hazeldine http://www.the-confidant.info/2009/a-further-nail-in-the-coffin-of-the-royal-mail/#comment-23 Katie-Ellen Hazeldine Tue, 26 Jan 2010 11:51:07 +0000 http://www.gbw247.info/power/?p=121#comment-23 Hello Graham…good luck with your book project plans.
Royal Mail and Customer Contempt rather than Delight…well, indeed.
I had a card through the door last week, saying a delivery had failed and I would need to re-arrange delivery or go and collect it from the sorting office. What was exasperating was that I had been right there at home when the delivery came…no-one even rang the bell. I'm bound to say..the post men I've got to know are very good and enterprising and will even push packets through the cat flap if I can't get to the door. They know I work at home, that I'm slow because of mobility difficulties and that I might not be free to come to the door if I have a customer with me. So this wouldn't have been the regular postie.
My husband went to collect the packet and explained that I had actually been in when the delivery had 'failed'. He said he was met with a sneer by the woman behind the counter. 'Oh, not that one again, not that old chestnut about us not ringing the doorbell.
'Jobsworth a****hole' was his assessment on arrival home. Pardon me. When I tried to telephone them to re-arrange the delivery (and vent a little spleen, lol, by politely pointing out the discourtesy) I found I couldn't, but must go online. NOT a quicker easier option, is it, negotiating corporate websites..a sledgehammer to crack a nut.
Sorting office staff could take lessons in customer service/ PR from their best posties at a time when the Royal Mail needs public support.

]]> By: Graham Wilson http://www.the-confidant.info/2009/a-further-nail-in-the-coffin-of-the-royal-mail/#comment-21 Graham Wilson Thu, 07 Jan 2010 02:21:28 +0000 http://www.gbw247.info/power/?p=121#comment-21 Nice idea, Tom. Thanks for finding the blog, and for taking the time to comment.

I had a few comments from others too, though most of them seemed to mis-read, make extraordinary projections onto me, or miss the point I was making… Which is…

The world has changed. People have new expectations of their communication. The Royal Mail has many diverse competitors. It needs to keep ahead of the competition by devising smarter and more responsive tools and services.

Incidentally, a statistic I heard the other day (but can't trace the source right now) was that only 30% of post these days is personal – the rest is B2C advertising matter. If that is the case, then when those companies begin to discover better ways of marketing (which I'm sure they will), then the Royal Mail will surely fold?!

Cheers, Graham.

]]> By: Tom Downing http://www.the-confidant.info/2009/a-further-nail-in-the-coffin-of-the-royal-mail/#comment-19 Tom Downing Mon, 04 Jan 2010 13:02:42 +0000 http://www.gbw247.info/power/?p=121#comment-19 Graham: Stumbled on your post on post (ha ha). What if we did circular greeting cards–when we meet again I'd give you one that you would add to and pass on to the next person you meet? I still like the feel of a real greeting and building a social network at the same time! But I agree the British Post Office is a failed institution… Tom

]]>