As I touched upon not too long ago, when you work in a customer service job, there are two ways you can respond to constant negative criticism from customers. You can overcome the negativity and become better for it; or, you can adopt an "I'll get them before they get me" attitude. I'd have to say that the United States Postal Service has adopted the latter. ALL of the United States Postal Service.
How did I come to this conclusion? Personal experience. I ventured to the post office for the first time in a long time a few weeks back. The day after Christmas, I received a "pink slip" from the USPS - one of those tiny pink pieces of paper that they leave you to say that you have a package. In my experience as a long-time apartment dweller, the USPS will generally leave the package with the leasing office. This time around, however, my pink slip said my package was at the post office. It was late afternoon, but the post office was only about 5 minutes away, so off I went.
I stood in line awhile before realizing they had a "package pickup" door, complete with "doorbell." (On a side note, I got a real "Wizard of Oz" feeling from this door, almost as if someone with a top hat was going to peek through, saying "No one sees the wizard, no way, no how!") I rang the bell and handed the man my slip. He glanced over it and declared that they didn't have my package, because the mailperson was still out delivering mail - the package would be available tomorrow. I thought to myself "they might have written that info down on the slip and saved me a trip," but shrugged it off, as it took minimal effort to get there, and was in no hurry to get my package (my birthday being 2 days away). I left, with plans to come back the next day.
And so I returned the next day, and spoke with the same man I did the previous day. He looked for my package, and informed me again that they didn't have my package. His excuse? "The carrier probably made a mistake," he said, "he probably meant to say that the package was at your leasing office." It was annoying, but made some sense. I ran some errands and returned to my leasing office. They didn't have my package.
So again I returned to the post office, this time dealing with a different person. She looked for my package, and for the third time I was denied. She made a pledge to talk to the carrier to help find the package, and took down my phone number so they could call me. I was again annoyed, but it was a fair enough proposal. So I left.
Then January 2 rolled around. 3 regular mail days had passed, and I had not heard anything from the post office. I visited a packed post office that morning, only to angrily turn away when I was told no one was manning the package pickup office. When I returned I dealt with a "pleasant" young woman (Note the parenthesis around pleasant). By this time I was quite perplexed at the total lack of anything resembling organization or customer care. I didn't want to deal with a rude person. And yet, there she was, right on cue. The woman seemed annoyed to even have to deal with ANY person - she took my slip with a frustrated look.
I explained to her the situation, and that I had not heard back from the carrier. She turned away to go to the back, mentioning in an annoyed manner that "the carrier was on vacation, that's why you didn't hear back." Yep, she couldn't even say this to my face, and - how the heck was I supposed to know the carrier was on vacation??! She returned empty handed. She then turned on the excuse machine, bringing up ideas like "maybe he left it on your doorstep and someone took it." She went to great lengths to point out the fact that my package was not insured, as if to say, "sure, we lost it, but it's not insured, so we're not liable." All the while I gave her the "you're full of it" look, and she informed me they'd be talking to the carrier soon. I turned away and said in a loud voice, "yeah I'm sure I'll be hearing from you REAL soon." All I got back was an annoyed grunt. As I left, I was walking beside another visitor who told me, "I wish I could be paid a lot of money to stand around all day and be incompetent." Wonder if he dealt with the same woman I did.
The next day, on a complete whim, I checked with the leasing office again. The package had miraculously shown up, with no notification to me whatsoever. I happily took the package, glad I could wash my hands of the USPS.
Any other company in a similar situation would have made some slight effort to help the situation. With most organizations you can generally ask for some kind of manager or supervisor, and plead your case. You may not get helped in the end, but with most competent organizations, they'll at least make an effort. They want to keep your business. Not so apparently, with the USPS. They won't lose a heck of a lot of business if you send your package via FedEx or UPS - because in the end, the standard mail is going to be handled through them. They get the money from those stamps. And if you complain to a "manager," they probably won't care.
And so, another situation comes along where someone or something doesn't care about courtesy. It's a frightening trend. The USPS doesn't care anymore. The USPS represents our government. A disturbing prospect.