Poor customer service...what would you do?
By MsTickle
@MsTickle (25180)
Australia
October 6, 2009 8:40pm CST
I live in a small remote community. We do not have a postal delivery service, instead, we must collect out mail from the Post Office. We still pay the same amount everyone else pays who get full service.
Our Post Office is open from 9am to 5pm and closed for lunch as well between 1pm and 2pm. If I go to the post office while the mail is being sorted, I'm asked to come back later...even if I want mail from the day before, this is an interruption and an effort. I went to collect mail today and the post mistress was showing a friend around her garden. I was told "won't be long" and I had to wait a few minutes for her to return to the counter. The way I see it, the Post Office is there for MY convenience, not for me to go there when it is convenient to the post mistress. If she cannot cope with the sorting she should hire someone to help during that time. I know I could avoid the place at sorting times but that's not the point really...there is a principle involved.
She is seventy years old and has lived in the district all her life but I think she has a job and a responsibility...this is the MAIL we are talking about. She used to run the Post Office with her husband but he has died. It is a two person job.
I seriously think the job is too much for her now and I feel as though I should complain about the poor service. What would you do....what would you do if you were in my place?
6 people like this
20 responses
@byfaithonly (10698)
• United States
7 Oct 09
Hey I would be more than happy to apply for the job of being the second in the office to help out and would even eat my lunch on the job just to have a different job than what I have :)
Ok maybe not practical but yes the US Postal Service is a service and even though I feel for this elderly lady I'm amazed she's still working. Is she the only one in the area willing to do the job? Why hasn't she been retired? I would certainly be tempted to say something but honestly don't know who you would complain to if she's the only one in the office.
3 people like this
@Hatley (163781)
• Garden Grove, California
7 Oct 09
hey I am 82 and I could sort mail,just because we are elderly does not necessarily mean we are feeble and idiots, most of us'now days are healthy and able to do stuff like sorting'
mail.my goodness I shelved books in a library until I was 80 so this woman should be able to lift tiny bits of paper and
'wait on patrons. If she is of sound mind this is a great'
job for an elderly woman.
1 person likes this
@MsTickle (25180)
• Australia
7 Oct 09
Most Australian Post Offices are franchised these days but not all. The employees are still under contract and as a postal officer there are obligations and legal issues to uphold. I guess she chooses not to be retired, I don't know. There is a woman who helps out who is learning the ropes. Personally I think she's just a greedy old bag. The work is not hard for goodness sake. There would be many people ready to step up and take on this job but I'm not sure how it works as there is a residence attached to the shop. It was once a bank now it's the Post Office. I don't know if she rent or owns the premises. There is somewhere I can complain to. I was angry and I wanted to calm down and think. I still want to complain though as I believe there is a principle involved.
1 person likes this
@tamarafireheart (15384)
•
7 Oct 09
Hi Ms Tickle,
Regardless of her age, if a customer is there, she should serve them straight away, I think I would complain to the headquarter, write a stiff leter, they might take some notice, that is so bad.
Tamara
3 people like this
@GardenGerty (158154)
• United States
7 Oct 09
given what you have said, I would complain, and see if others would join in that complaint. I would want to see if there could be an investigation of her practices.
3 people like this
@Hatley (163781)
• Garden Grove, California
7 Oct 09
hi mstickle well as an elderly here I worked in the library until I was almost 80 and if I had shirked my work like your postal woman I would have lost my job. age is no excuse.after all she is not doing heavy manual labor for heaven's sakes. sorting mail is really not hard work, why cannot she do it instead of messing around in her yard.yes do complain of poor service. seventy now days is not old and feeble,if she could poke around in her yard she could sort the darned mail. I shelved books six hours a day and I was older than your postlady. shame on her.
2 people like this
@MsTickle (25180)
• Australia
7 Oct 09
She becomes flustered very easily and is always worried that she will get something wrong. She checks my mail yet again as she hands it to me. If I have a parcel, she gets me to sign the book before I have even seen the package and this annoys me as I could be signing for something I have not ordered...this actually happened once and so she whited out my signature then she found out it was not to be delivered till next day. She was trying to cover herself but did not care about me. She wanted me to sign it with a later date and I refused and she tried to blame me and I would not help her. I was able to fix things my end but I know she blamed me for her deliberate changing of the info as she had to account for the errors.
@catdla1 (6005)
• United States
7 Oct 09
No Post Office should be run by one person without backup. That's like an accident waiting to happen. What if she's not well, or otherwise unable to perform her duties? Does everyone then have to wait? You should notify whatever agency oversees the postal locations that one 70 year old woman is just not enough...I don't care how small the community is. It's time for her to have an assistant.
The other issue is when mail should be available for pick up. I can understand a delay while it's being sorted...but because of showing a garden?? I would think that postal duties should come first. I lived for a number of years in a rural community. There was delivery but you never knew when it would come, and the box was not visible from the house, so I opted to pick up my mail. While current day was being sorted it wasn't available either, but previous days were in our boxes for pickup. Maybe your post office should be closed from 12 to 2. One hour for lunch (and to show her garden) and an hour to sort and distribute the mail?
1 person likes this
@MsTickle (25180)
• Australia
7 Oct 09
It turns out that she basically owns the job as she owns the premises from which the business is run. She receives the pension and a commission (or something)for the Post Office job. She is quite money hungry (greedy) and not about to share unless she absolutely has to.
1 person likes this
@catdla1 (6005)
• United States
7 Oct 09
If you do decide to complain, you might suggest that she be required to get an assistant. Some mail, after all is time-sensitive. Being alone, if she gets sick, or breaks a legs, the post office can't remain closed for an unspecified amount of time. Then, if she gets an assistant, she can enjoy the sociability of the job for as long as she likes, and the assistant can get the important stuff done. In the event the unthinkable happens, there's a fully trained person ready to take over.
1 person likes this
@rosepedal64 (4188)
• United States
7 Oct 09
Hello MsTickle
It good to hear from you. By your discussion I see that you are not having a very good day. The mail is something important to all of us. She should be reported. I agree if she needs help then someone needs to get in their with her. I know here at our local post office that had a older gentleman that run it and he too had to be replaced to his actions like you spoke of. I wish you the best of luck and try to have a great day my friend..Smile...1 person likes this
@rosepedal64 (4188)
• United States
7 Oct 09
I know what you are saying. I live in a small town too and there is business that seem to get away with all the time. It is sad but that is how things seem to work. Maybe you will get lucky before you know it..Keep smiling my friend..
1 person likes this
@gabs8513 (48686)
• United Kingdom
8 Oct 09
Well I think you should it is bad enough that you have to pick up your own mail but then to get treated like that on top of it I would certainly not be happy
What is wrong with Customers being treated decent these Days
It is terrible how Customers are being treated
@Lakota12 (42600)
• United States
7 Oct 09
hmmmmmmmmmm I would suggest that she get a helper as you have to come in a long wayto get the mail and it should be ready and avalible when you get there.
and guess she is so much used to doing it that showing off her garden helps her thruthe day.
1 person likes this
@Grandmaof2 (7579)
• Canada
7 Oct 09
I was very taken back by two things, One being that you have to pay postal service.
Before my separation my husband and I also lived in a small town where we had to go collect our mail. We each had a key and we went when we wanted and got our mail, we knew however the mail wasn't usually sorted till 11 am but we had access to our box anytime we wanted to check and there was no fee. The second thing that shocked me is your Post Mistress is seventy years old.... Good grief.... In your place I would definately say something. That's the way a lot of these small towns are, no one does or says anything except to gossip and I'm just not like that. I think in this case something needs to be said about retirement. Rightfully so at her age she should have the privilage of gardening and pretty flowers but come on not during postal working hours if she's employed. Now this is just my opinion dear friend.
1 person likes this
@Grandmaof2 (7579)
• Canada
7 Oct 09
That does really surprise me because were I live you do pay a fee each year for a mail box if you live in a place where there is door to door. Now I'm living in the city and I get my mail right to the apartment and there is no fee, but lets say I want a mail box then yes I would have to pay because I have free service to my door. In any town where there isn't door to door than you get the mail box for free.
@sid556 (30960)
• United States
7 Oct 09
We pay for postal where I live too. Well, I get it delivered to my door but if I wanted a post office box then I would have to pay a yearly rate for it. When I lived in a small town the only way to get your mail was to pick it up at the post office and we did have to pay the fee if we wanted our mail.
@MsTickle (25180)
• Australia
7 Oct 09
I'm not sure what her set up is...if she is employed and under contract to the postal service and renting the attached house or if she is a franchisee.
I can get a box as well but there is a fee for it and I would still have to wait at her convenience to receive my parcels.
@scarlet_woman (23465)
• United States
12 Oct 09
70 years old?
well..i can cut some slack on that.
it's a pain in the butt,but i'm not that busy.they really should get her some help though.
i'd be more fired up if the person was say 25 or so.i can wait for a 70 year old.
@CatsandDogs (13963)
• United States
15 Oct 09
I think I'd write an anonymous letter to her or type one up and explain to her how she's running the post office to her convenience instead of the customers isn't right because the customers time is very valuable too because most of you have to work. Having to go to lunch and run errands during one hour of our lunch time, we don't have time to stand and wait around for her to return. Besides, customers come first always when running a business.
Maybe that would get through to her and let her know that other than that, she's doing a wonderful job and her garden is beautiful so she'll feel appreciated.
1 person likes this
@MsTickle (25180)
• Australia
15 Oct 09
Her garden is barely ordinary but she loves to potter around. This is a farming community so no-one has a lunch hour per se but other than that, I agree with what you are saying. Actually, the last few times I've been in there she's been very friendly and yesterday she told me she was thinking of giving up the business, that someone made her an offer that morning and she was going to think about it. She told me that several friends have said if she gave up the business she would deteriorate and I told her that was rubbish, that she was active and social and had plenty of interests that would keep her busy. She was saying how much she missed her hubby and I said it was probably not a good thing for her in that respect to be tied down so much to the business, that being able to follow other hobbies and interests would be more fulfilling for her and she agreed with me.
The conversation made me think that her mind is on other things lately and that's why she has been so derelict in her duties lately. To me, she should be enjoying her time freely now without having the huge responsibility of running the business, it's just too much for one person. Here's hoping.
@zed_k4 (17589)
• Singapore
8 Oct 09
This is certainly a delicate issue. I think it's best to write a letter, and putting it in such a way that the lady requires a form of an assistant or something to get things done. Put it in a subtle way and I'm sure something would be done to improve work quality and service too.
1 person likes this
@Shellyann36 (11385)
• United States
7 Oct 09
I have had problems with my rural route carrier and I called the 1-800 number located on the US postal system website. I got the number from their website and called them. They called me back within 24 hours and took down my complaint and then told me that they would direct this to the appropriate person and I would hear back from someone in charge. Twenty four hours after this initial contact the post mistress at my local post office called me back to address the issue I had. If the lady who runs the post office is the post mistress for your area this might not work out as well for you. Perhaps when calling you should notify them that you do not want to speak to the local post mistress you want someone who is over her to contact you instead. Good luck!
1 person likes this
@suzzy3 (8342)
•
7 Oct 09
Poor old girl give her a chance go when you know she won't be sorting.She sounds a real old charactor it would kill her if it was taken away.Talk to someone who is friendly with her and get them to suggest she pays someone a few hours aweek to help out.I was not aware we paid anything for the post office service unless we used it stamps,getting money out etc,The problem is small communites are losing their post offices all the time.if you complain you might find this service taken away and you will end up with a mobile post office that only comes once a week.
1 person likes this
@MsTickle (25180)
• Australia
8 Oct 09
Hi suzzy, don't worry, there's no poor old girl about her. She has lots of interests and she is quite money hungry. She only gets help at Christmas and that is very limited. The payment for stamps and postage is what I mean. Most places have their mail delivered at no extra cost...we don't. Even the farmers get their mail delivered but here in town we have to go get our own. That doesn't bother me and of course the answer is to go when she's not sorting but I go when it's convenient to me. I'm sure when she decides to let go the cafe will take over the agency. Meanwhile, I guess I'll get used to the lack of good service that I'm used to.1 person likes this
@nannacroc (4049)
•
7 Oct 09
I would complain. If she can't cope with the job then it's time she retired.
Showing someone round her garden could have waited, she is there to provide a service for customers, not to let her private life come first.
1 person likes this
@MsTickle (25180)
• Australia
7 Oct 09
I think it's just accepted that these people are pillars in the community and so they can run there business as they see fit. I'm thinking I'm probably the only person in town who has a problem with this. I would get myself a post box but there is a fee and I would still have to wait at her convenience to pick up any parcels. Living where I do I do a lot of online shopping, so I generally get 3, 4 or more parcels a month.
I found out that she owns the premises. It's the post office attached to the house. It was originally the bank...the bank built the house and office and staffed it as required. The bank moved out of town and sold the premises, she and her husband bought it and took over the post office, transferring the business to their place where the old bank had been. So she can probably stay there till her last day.. Maybe I need to stop feeling self righteous....I don't know nannacroc. 
@Lindalinda (4111)
• Canada
7 Oct 09
I think you are getting very poor service. To have the post office close during lunch hour is also an imposition, in particular since you either have to wait around, go shopping, go home and come back or occupy your time otherwise. Sorting time is not your problem as well. As you said, the lady should get someone to help her. I don't think it would do any good to speak to the post mistress herself, she is an older lady, maybe dependent on this income and would get very upset. I would speak or write directly to the District Supervisor and suggest that in this day and age better hours and better service would be a good idea since the snail mail is now in competition with e-mail, texting and courier service. If he puts it to her this way it does not become personal. I imagine he/she also has the authority to bring about changes in the opening and closing times. Good luck.
1 person likes this
@MsTickle (25180)
• Australia
8 Oct 09
It's not quite like that Linda. There is a cafe, a police station, a pub and a post office here. It's a very small community. I've found that nothing I say or do would change things. It's up to this woman to retire whenever she wants to and things will get worse before that happens. She's too mean to hire someone.
@Bluepatch (2476)
• Trinidad And Tobago
7 Oct 09
I think you should send a letter to the proper authority explaining the problem here.
You are entitled to a good postal service and when people get too old to do the work they should be replaced.
After all, if the job is not getting done somebody has to do it.
@xenicha (2)
• Philippines
7 Oct 09
Ms Tickle, the woman is too old for the job. She is not supposed to be working since that job does not fit her personality. She must find someone who can work for her and change her place.
Each of us wants best customer service, I, myself, am a customer service representative and I give out the best service that I could offer to customers to keep the company's product as is.
It's okay that you are complaining about it since it serves as a heads up to all people connected with that old woman and by it, probably, they will work out of finding a solution to that problem.
1 person likes this
@MsTickle (25180)
• Australia
8 Oct 09
Hello xenicha and welcome to Mylot. I totally agree with you only I found out that she basically owns the business. So while she would be under contract, if she retired, the town would be without a postal service unless someone else acted as an agent. There is only one shop here and the woman who owns the shop would do it I think, but the older woman would have to retire first and she is obviously not about to do that.
