GOLD STAR FOR CROSSETT POST OFFICE OFFICE

L-R: Supv. Customer Service Tammy Allison and SSA Mary "Lou" Withers

Ms. Mary "Lou" Withers earned a gold star for a perfect transaction!

Crossett Post Office received a 10 out of 10 on the overall customer experience and the shopper commented, "I would return to this facility for the good customer service."

The Retail Customer Experience process gives the Postal Service an objective view of our retail locations.

It can be used as a real-time snapshot of a customer interaction. It is not just about the score.

It is even more important that the results drive changes in behavior that will result in improved customer satisfaction and increased retail revenue.

The attributes measured in the Mystery Shopper program should become so commonplace to our everyday performance that if the program were to end tomorrow it would not change the customer's retail experience in any way.

Mystery shoppers record how long they spent in line, how the retail unit looked, how courteous the retail associates were, and other details about their visit.

GOLD STAR FOR CAMDEN POST OFFICE

L-R: MPOO Randall Joines, SSA Shannon Fry, Camden OIC Matt Hamilton

Congratulations to Shannon and the Camden Team!

Arkansas Offices recognized for achieving Targets on CEM Experience Categories in FY 2013

The Arkansas District had ZIP Codes for 108 offices meet district Customer Experience Measurement (CEM) targets in Fiscal Year 2013. 

Targets were set in the four weighted CEM categories on the

residential and/or business survey scores.

“It is an honor to recognize offices achieving the targets for Customer Experience Measurement,” said Acting District Manager Robert Carr. “The U.S. Postal Service faced several challenges in FY 2013, and our employees, both craft and management, continued to emphasize customer service in their job performance. This is evident in the Arkansas District’s Top 6 national finish on both Residential and

Business Contact Scores.”

MPOO Area II had the most offices with ZIP Codes achieve targets for all four CEM categories with 30 offices. In addition, the Clarksville, Helena, Perryville and Yellville offices met district targets on the four weighted CEM categories on both the Residential and Business survey scores.

CEM surveys are mailed on an ongoing basis to Residential and Small/Medium Business customers to provide an opportunity for the customers to report on their experience with the U.S. Postal Service.

Offices by MPOO Area with a 5-Digit ZIP Code achieving target on CEM Experience categories:

AREA I Augusta, Biscoe, Edgemont, Hensley, Houston, Humnoke, Malvern, Mayflower, Perryville, Prattsville, Scott, Sheridan Sweet Home and Ward

AREA II Arkadelphia, Bismark, Crossett, Delight, DeQueen, Dermontt, El Dorado, Eudora, Fountain Hill, Glenwood, Gould, Gurdon,Hermitage, Kirby, Lake Village, Lewisville, Mineral Springs, Monticello, Mount Ida, Newhope, Portland, Prescott, Rison, Sims, Sparkman, Thornton, Tillar, Walko, Warren, Washington

AREA III Alma, Booneville, Clarksville, Combs, Danville, Decatur, Elm Springs, FS Fianna Hills, FS Midland, Garfield, Greenwood, Hartford, Hector, Knoxville, Lavaca, Magazine, Midland, Mountainburg, Natural Dam, New Blaine, Ola, Paris, Russellville, Scranton, Tontitown, West Fork

AREA IV Bee Branch, Bergman, Berryville, Brockwell, Clinton, Drasco, Heber Springs, Jasper, Lakeview, Marshall, Midway, Mount Judea, Mountain Home, Oakland, Omaha, Plumerville, Romance, Rose Bud, Russell, Shirley, Timbo, Valley Springs, Yellville

AREA V Bassett, Blytheville, Bono, Fisher, Forrest City, Helena, Hickory Ridge, Lake City, Manilla, Oneida, Paragould, Peach Orchard, Piggott, Reyno, West Helena

EUREKA SPRINGS RURAL CARRIER ASSOCIATE HERO

Ken Smith - Rural Carrier Associate in Eureka Springs

While Ken Smith was delivering mail he came upon an elderly customer (Mrs. Mooney) sitting in her walker.  He approached her and she stated she was waiting on him, she appeared to be frantic and explained that lightning struck a tree by her home, knocked the power out and ruptured a gas line.  The ruptured gas line was on fire, the flames were about 1 1/2 to 2 feet high.

Smith didn't have cell service in this rural area so calling 911 was not an option.  He risked his own safety to shut off the gas and therefore stare the fire and saved Mrs. Mooney's home.  He told her to not got back in the house, he found a neighbor to come sit with her until help arrived.

As soon as he received cell service he contacted the gas company.

Postmaster John DeWitt stated, "This is indicative of Mr. Smith's daily life. He is a very positive person and in fact every day he shows up at work with a positive attitude and proclaims he is 'bright eyed and busy tailed.'

Mr. Smith states, "I am the only one who can determine what type of day I will have." 

He is a true hero to Mrs. Mooney and the community!

OVER 1,200 ARKANSAS VETERANS HONORED FOR THEIR SERVICE

Many thanks and applause to the Arkansas District postal employees who have served or are currently serving in the armed forces.  America would not be "the land of the free and home of the brave" without your selfless sacrifice!

Greenbrier OIC Larry Webb and fellow veteran presents certificate and letter of appreciation from Robert Carr, Acting DM to Justin Hundperger.

GOULD POSTMASTER RELIEF LANDS AN EDDM SALE

Gould PMR Brenda Allen submitted a lead for the Gould First Baptist Church.  

The Pastor was interested in bringing unity to all the surrounding churches by hosting several events.  To get the word out as efficiently and inexpensively as possible, our Sales folks suggested Every Door Direct Mail as the best solution.  

Thanks to Brenda – and a little help from our Sales team - that effort resulted in approximately $5,000 in new EDDM revenue. 

contributor Patti Robinson

MARSHALL RURAL CARRIER RECEIVES ACCOLADES FROM CUSTOMER

Rural Carrier Eli Carey

Marshall, AR Rural Carrier Eli Carey is more than a valuable employee, but was helpful in thwarting a possible dire situation.   

His customer wrote to the Postmaster…”We have been pleased with the services of our letter carrier however the other day, he did our family a great service, my grandmother is suffering from Alzheimer’s. 

Her caregiver was gone just a few moments when she wondered off.  Eli saw her and made a point to contact my mother, who immediately went to her aid.  

I can tell you that it is of great comfort that he took these precious few moments to first notice and then contact us. She could have been seriously injured, but thanks to his actions, she was found quickly and returned home safe and sound.” 

GOLD STAR FOR EL DORADO POST OFFICE OFFICE

L-R: MPOO Randall Joines, SSA Danielle Murray, Sue Ellen Lisemby, PM Richard Wynn

Retail Associate Danielle Murray was awarded the District Manager's Gold Star Award, for perfect customer service.

El Dorado Post Office received a 10 out of 10 on the overall customer experience.

The Retail Customer Experience process gives the Postal Service an objective view of our retail locations.

It can be used as a real-time snapshot of a customer interaction. It is not just about the score.

It is even more important that the results drive changes in behavior that will result in improved customer satisfaction and increased retail revenue.

The attributes measured in the Mystery Shopper program should become so commonplace to our everyday performance that if the program were to end tomorrow it would not change the customer's retail experience in any way.

FT SMITH SUPERVISOR "DIGS UP" NEW REVENUE AT THE GADGET GRAVE

Supervisor of Customer Service Nancy Raney excavates new revenue in Fort Smith

It’s called the Gadget Grave (www.gadgetgrave.com).  It’s where all those outdated or broken electronic devices go, when they die.  Once they go there, cell phones, tablets, iPads and other gadgets are repaired, rejuvenated, resold and shipped to new owners, everywhere.

Fort Smith Supervisor Nancy Raney was determined to “dig up” some new revenue.  So when representatives from the Gadget Grave contacted her inquiring about the USPS’ package services, Nancy was quick to inform them of our exceptional USPS offerings and rates, without all the surcharges and hassles of dealing with one of our competitors. 

The company initially began bringing in a tub of packages every day.  As their business grew, so did their relationship with the Fort Smith Postal Team.  Supervisor Raney and Station Manager Patrick Koenig “dug deeper” and met with the business owner, educating him on one of our best offerings, free package pick-up. 

Now, the Gadget Grave is “buried” in business, and ships approximately 100 packages a day, which equals over $50,000 in new annualized revenue. 

No telling what how much more new revenue Nancy will “unearth” in the future! 


CONTRIBUTOR PATTI ROBINSON

LOWELL RURAL CARRIER'S LEAD TURNS OUT TO BE THE REAL McCOY

Lowell AR Rural Carrier Sherry McCoy and Postmaster Donald Knotts

"The real McCoy" is an idiom used in much of the English-speaking world to mean "the real thing" or "the genuine article.”  And when folks think of Lowell AR Rural Carrier Sherry McCoy, and Postmaster Donnie Knotts, that metaphor really hits the target. 

Vigilance paid off for Sherry, when she noticed one of the customers along her route had ordered some USPS shipping boxes.  She did a little more research and identified the customer as Chad Lockhart, owner of Prestige International.  Sherry discussed the situation with her Postmaster, Donnie Knotts, and entered the business information into Rural Reach.

Postmaster Knotts visited with the customer, who had previously used several of our competitors.  Knotts found the business model the customer used to be pretty straightforward; he purchases products at wholesale prices, and ships them out for profit.  With a thin profit margin, an economically smart shipping decision could make or break a company of this kind

Pointing out the perks of shipping packages with the USPS, Donnie touched on the fact that our competitors have a plethora of surcharges, such as fuel surcharges, additional costs for rural delivery and even charge the customer for Saturday package delivery.  Plus, the customer was delighted to find the USPS provided free packaging.  When Donnie brought in Sales Rep Nikki Allen to explain all the electronic shipping options and commercial rates, it was a done deal!

The customer had no doubt, the U. S. Postal Service beat the competition, hands down.  Now, Prestige International is shipping an average of 100 domestic and international packages a day.  This “Real McCoy” of a sale brought over $48,000 of new revenue to the U.S. Postal Service – and that’s about as genuine as it gets!

CONTRIBUTED BY PATTI ROBINSON