Cynics may say that you would never expect a public servant to give outrageously good customer service. So let me prove you wrong. Ross, who works at the USPS located in Point Roberts, WA provided incredible service…so good that he puts many corporate retailers to shame.
Despite the fact that Canada Post has an outlet across the street from my house, I deliberately drove 45 minutes to the nearest U.S. border to mail my packages bound for multiple destinations across the United States. You may be asking “why”? Well, from past experiences I can tell you that not only are the savings enormous, the service that I have received at my Post Office across the border is second to none.
Last Friday, Ross delivered a customer service experience that I will never forget. As I placed my packages on the counter and waited for Ross to carefully weigh each envelope, he asked the game-changing question: “Can I offer you the “WOW” factor?”
I was intrigued. The line-up grew longer by the minute…yet everyone was captivated by our conversation. “OK. Tell me more”, I said. He explained the following: “If you spend an additional $2.00 on each envelope, your mail will be delivered with our priority service. Your package will stand out with our priority label and you will show the recipient that you are seriously interested in them. If you want to get their attention, this will do it.”
In a matter of 30 seconds, I was sold. I also learned that I could order U.S. postal supplies such as free padded envelopes, print my mailing labels in advance and bring my ready-to-mail packages to a special entrance with no need to wait in line for next time
This tiny US post office does big business, and people like Ross are the reason many customers keep coming back. We don’t do business with entities. We do business with people. When people understand what it means to take the lead with their customers, they create memorable rather than mediocre moments that truly make the difference.
U.S. Flag: Photo from Stuart Miles