I definitely feel that the staff needs more training, particularly when it comes to customer…read moreservice, problem-solving, organization, and managing the flow of customers.
There were three employees working, but only one person was actively assisting customers. The other two employees were simply watching as more and more people continued to walk in instead of stepping in to help or even acknowledge the customers waiting. At the very least, they could have said something as simple as, "Hello, welcome! We'll be right with you." Instead, there was a very long line with little to no communication or direction.
Many of the customers were simply dropping off packages, including USPS drop-offs, which could have been handled very quickly. A simple announcement such as, "If you're here for a USPS drop-off, you can leave it here," or asking someone, "Are you here to drop off a package? We'll be with you in just a moment," would have made a huge difference and helped move the line along.
The whole situation felt extremely disorganized. Customers were not being directed, the staff seemed unsure about how to handle different situations, and there was very little problem-solving or communication.
In my particular case, I was denied a service that I know is offered at UPS Stores. I worked at and managed a UPS Store location for more than nine years, so I am very familiar with UPS Store services and shipping procedures. I understand that businesses want to increase sales and upsell additional services, but when a customer comes in specifically asking for a service, the response should not simply be, "We don't offer that service," when the service is in fact available.
There was also an issue with the measurements of my packages. The dimensions being entered were incorrect. And please, don't respond by simply bringing up dimensional weight. I understand how dimensional weight works, and I am very familiar with UPS shipping rules. The issue was the actual measurements being entered.
The scales were also not properly zeroed out before weighing the packages. That is a basic step that should be checked before weighing and charging a customer.
Beyond the customer service issues, the store itself was also very disorganized and appeared dirty. The drop-off packages had accumulated to the point where the container was completely full and packages were overflowing, yet no one seemed to be doing anything about it. This was especially frustrating to see while more and more customers were continuing to come in.
As someone who has managed a UPS Store, if I had seen my staff standing around watching a line grow while customers were waiting, packages were piling up, and the store was becoming disorganized, I would have addressed it immediately. Customer service, cleanliness, organization, and keeping the workflow moving were standards I took very seriously when I managed my location.
Maybe my standards as a manager were simply very high. I know that I took pride in keeping my store organized, clean, and providing good customer service. At the same time, I understand that every franchise owner may have different management styles and expectations for their staff.
I honestly chose not to say anything further at the time because there were already so many customers waiting, and I did not want to make an already chaotic situation worse. However, the experience was frustrating and could have been handled much more efficiently with better communication, organization, attention to detail, and proper staff training.
I hope management takes this feedback seriously. These issues are very fixable, but they require employees who are properly trained, willing to step in and help when the line is growing, and attentive to the details of each transaction.
