Title: The Tape Hoarders (a true story)
Author: Liz
Date: 5.22.18
Once upon a time my mom asked me what kind of spiralizer I had so she could order her own. I exclaimed, "WAIT! Don't buy one; I have two." Someone had gifted us an extra. I threw the unopened spiralizer in my car with the intent to take it to the post office ASAP.
Fast forward a few weeks, life had happened, sickness, school plays, etc, and my mom texts me, "Elizabeth, did you happen to send me a package?" Oh shoot! I checked my calendar...haircut in town coming up...perfect. "It's coming at you soon, Mom!" Went to my haircut, then to the Fallbrook USPS. Walked in with my spiralizer only to realize that all their flat rate boxes were too small. Doh. No biggie. I'll just send it "as is" in the product packaging. It's a sturdy box. I've got this. I get up to the counter and ask....
"Can we send this just like this?"
"Oh, um, it looks like it might need some tape."
"Okay, can you lend me a couple strips?"
"No, we don't lend tape. Here are some rolls of tape you could purchase."
"I don't need a whole roll of tape; I have several rolls of tape at home."
"Oh, maybe you could go home to tape up the box and come back again?"
*crickets*
"No, thank you, I live in the mountains. I'm not going all the way home for tape. Can't you just loan me a couple strips?"
Fellow employee steps in, "No. We can't loan tape or everyone will want tape."
Back to my counter helper, "Hey! We have tape strips you could buy instead! They're only $1.75."
Thoroughly exasperated, I purchased the strips. I used what I needed and had left over. To my USPS helper across the counter I proffered, "Want to keep these to donate to the next customer [poor sap] who unwittingly comes in without tape?" Fellow employee interjects emphatically, "NO! We can't do that or people will think we are giving out OUR tape. It costs us money. Nothing is free, you know." (...she says condescendingly to the customer holding a shipping receipt for $10.15 plus $1.75 for emergency tape.)
Now, I'm no rocket scientist, but let's just break this down for a second. To me (and I readily admit I am not infallible), common sense and a GOOD BUSINESS MODEL would dictate that you eat the .25 cents it will cost you to loan a customer a couple of strips of tape in exchange for the $10.15 shipping fee they are spending for your services. Every. Dang. Time. Because it's better to keep that customer wanting to come back with their $10.15 over and over than to save yourself the .25 cents here and there.
And a GOOD BUSINESS MODEL would NEVER mandate advising a customer to "go home for tape and come back again." Yes, because my time and petrol are definitely cheaper than your .25 cents. *shakes head* Furthermore, if you are concerned about customers confusing donated tape for YOUR tape, then put out a spare box for the donated tape and write "DONATED TAPE" on it. That could have been done in the 30 seconds it took me to walk to the door after my transaction. I'm just so profoundly baffled by the stinginess of this USPS branch. It makes no sense for them or their customers.
No wonder USPS is losing customers to UPS; the latter seems to understand that in the world of customer service, sharing is not only caring, but it ultimately engenders loyalty and, therefore, generates revenue.
Peace out, Fallbrook USPS. *adds packing tape to her car emergency kit...face palm*
From Forbes Magazine:
"The secret to success is generosity.
It's about being willing to give a piece of yourself, or offering an invaluable gift of your time and expertise, or extending your network to someone you care to have a relationship with. It's about caring enough to make someone else successful first. It's about connecting people who share passions and aspiration. It's about empowering those around you through a simple word of encouragement and inspiration at a time when it matters the most. ALL WITHOUT EXPECTING SOMETHING BACK." (emphasis added) read more
