“We are currently losing $25 million per day,” Postmaster General Patrick Donahoe warned earlier this month. Somebody save the poor Postman please! Take it private if necessary.
The bad management of USPS has trickled down to the end user level. Customers are more annoyed beyond rate increases and long lines. USPS has worsened the quality of their products and customer service as a response to their own failing/winning product and marketing strategy.
I had a fun chat with a staff yesterday on Flat Rate Priority Mail. Besides raising the intl priority flat rate by ~20%, they also degraded the envelope with flimsier, easier to torn recycle stock; and you are NOT allowed to reinforced the edge with tape, or it'll be treated as “package”, when they are obliges to charge you much, much more.
It was USPS' innovative idea to offer flat rate priority mail to customers: all you can put inside the envelope for up to 4 pounds for a flat rate. It seemed to work well for the postmaster and customers, for a while until recently... About a year ago my mom started dreading going to the post office to forward me my posts via intl flat rate priority mails. Every time she went the postal staffs started harassing her about the envelope being too heavy (usually around 2 pounds); until I nudged her to remind them about the 4-pound rule (their own rule), then they stopped. I was told that the employees were pressured to discourage customers from taking advantage of the offer to improve revenue.(???)
Internet eliminated most of our needs on sending letters but increased our reliance on them (and other carriers) thanks to online shopping. E-commerce sales during the holidays increases by 16 -18% per year, 4 years in a row. Was USPS able to capture any of its spill-over benefit? There is something obviously not working with its management and business strategy. Let alone customer service (I haven't even touched on their pickup-note-instead-of-package delivery strategy). if they continue this route we might one day see this great American brand turns into another bygones. Please, somebody save this USPS.
A designer, illustrator, repro-media consultant, brand strategist, new product developer, real estate investor, new venture builder, scuba diver, martial artist… and most importantly, husband and father, Filip holds a BFA from The Academy of Art University in San Francisco, and an MBA from The University of Chicago Booth School of Business. He is constantly seeking equilibrium between Form and Function; Purpose and Survival; He is equally comfortable with fuzzy feeling and fussy