Team Talladega drives towards perfection

Congratulations to the Talladega Post Office for earning entrance into the pretigious 100% Retail Customer Experience (RCE) Club! Pictured below are members of the winning retail associate team: David Grisham, Kim Tipton, Stephanie Bussie, Kim Buttrill and Jessica Rice.

"They always work well together," said Talladega Supervisor Dennis Goray. "Everybody blends. We don't have any problems."

Goray is also proud of the generosity of his staff. "Each year at Christmas, they purchase presents for needy families in the community. This year, they adopted three families and provided holiday gifts for five kids."

We Alabamians are a competitive bunch, and Talladega's entrance into the 100% club inspires Postmarks to issue this challenge: let's make it so that that membership in the RCE 100% Club is the norm rather than the exception.

Every post office and every retail clerk is capable of achieving a perfect score, so let's all drive forward together towards the finish line, where 100% of Alabama post offices will have achieved a 100% score. Wouldn't that be an amazing accomplishment? We can do it!

Recipe for Success

In the past decade, the popularity of five-ingredient recipes has soared: a plethora of books, websites, and television shows are devoted solely to this topic.

Busy consumers are craving simple, speedy satisfaction, and the Pelham Post Office is giving them what they want. Pelham's success at doing this became evident to all last month when they were welcomed into the 100% Retail Customer Experience Club.

Pelham Post Office retail associates Danny Brisby, Karen Shelton, Kim Stewart, Sue Stevens, and Jackie Scott

"A lot of times, you hear about employees who are rude to customers. But here in Pelham, the opposite is true: our clerks are a little too friendly," joked Pelham OIC Rhonda Kimbrough. "We have regular customers who drive all the way from ______ (we're not going to post what she said) and other surrounding areas because they say that they would rather come here."

Kimbrough then told Postmarks some of the attributes of each Pelham retail associate:

1. Danny Brisby is on the case when it comes to tracking down lost or delayed passports. In one instance, he located a child's passport the day before the family was scheduled for departure. He is also known for his calm demeaner and ability to soothe both colleagues and customers.

2. One of Karen Shelton's many strengths is her skill at explaining our products and services to customers.

3. Kim Stewart is adept and compassionate when dealing with older customers who might need extra attention.

4. Sue Stevens' specialty is dealing with post office box rentals and completing the accompanying paperwork.

5. Jackie Scott is known for being friendly and helpful. Recently, a customer called the office to report how Jackie had volunteered to go out to his car and carry in a package that was too heavy for him to get inside by himself.

Postmarks joins Kimbrough in feeling proud of the Pelham retail associates and thanks her and Carol Brekle for sharing Pelham's acccomplishment.

February is Black History Month

The most amazing carrier rescue story so far....

Last Friday, Postmarks interviewed West Blocton Rural Carrier Barbara Pope about a recent rescue that she made while delivering mail on her route. Her amazing story has all the makings of an action movie, one where the hero wins in the end.

While delivering mail on a rural highway, she came across a woman whose throat had been cut.

"I didn't know it at the time, but I was walking right into a crime scene," Barbara said.

To find out more, read Barbara's story in the print version of Postmarks, which should be arriving in your mailboxes very soon.

Giving and Receiving at the Ensley Post Office

Earlier this month, Ensley Post Office employees were recognized by Acting Birmingham Postmaster Mike Allison for their generosity during the holiday season. Allison provided breakfast for everyone and awarded certificates that read, "In Appreciation To Employees of Ensley Station/ Recognizing Your Exceptional Generosity to Help Families In Need!/Christmas 2010."

A little over a week before Christmas, Tracy Steedley of Operation Santa sent Nesa Smith the names of 7 needy children, along with a wish list from each child.  During a routine safety talk, she discussed with her staff the possibility of providing holiday gifts for the kids; immediately, everyone agreed to help. "They rallied, they really did, " Smith said.

Time was limited, so right away, Ensley employees contributed money and brought in items requested by the children. They purchased or donated books, toys, a microphone, a red wagon, shoes, jeans, shirts, and several things related to Dora the Explorer. "Almost every kid wanted something Dora," Smith said.

Together, they were able to collect almost every item wished for by the children.

"I love giving, and my employees love it, too," said Smith. "And it made it even easier for us to express our feelings knowing that DHR had verified all of these children as truly needy. We're so fortunate to still be blessed with a good job."

The Ensley staff all decided that next Christmas, their goal is to get started much earlier. Although it's hard to imagine that they will be able to accomplish more than they did this year.

Same Time, Next Year

Alas, the holiday season is now long gone. With fond memories (and a sigh of relief), Postmarks presents our final Christmas picture from the 2010 season.

This was taken at a Christmas party for the Alabaster community that was held at the Alabaster Post Office on December 11, 2010. This event was established in December 2003 by former clerk and current New Castle Postmaster Peggy Allen, now-retired clerk Sandra K. McKinney, and Postmaster Michael D Renda .

Refreshments were offered to everyone, while children received balloons, toys, and kids' meals. Of course, Santa, Mrs. Claus, and their friendly elves were also in attendance.

Bottom row left to right: Alabaster resident Gloria "Tootle Lou" Glenn from Magic Clowns, Santa Claus (Mr. Ed Jones), and Montgomery Post Office Secretary Ziann Goree (wearing her Christmas balloon masterpiece). Top row left to right: Alabaster Supervisor Scott Emery, Ms. Claus (Mrs. Ed Jones), and Alabaster Postmaster Michael D Renda

Postmarks thanks Ziann Goree for sending the picture and Michael Renda for providing information.





The perfect customer experience, and one of the Post Offices that makes it happen

Last December, employees at the Jacksonville Post Office earned admission into the exclusive 100% Retail Customer Experience (RCE) Club.


Supervisor Kayla Coffman, Retail Associate Danny Couch, Retail Associate Robert Box, Retail Associate Vivian Conner, OIC Susan Rice

Congratulations, Jacksonville! And thanks to Carol Brekle and Susan Rice for sharing the picture.

We all know that customer service is important. Here are some statistics about HOW important it really is:  

1. Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.  Source: Harris Interactive, Customer Experience Impact Report

2. A dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people. Source: White House Office of Consumer Affairs, Washington, DC 

3. 86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago. Source: Harris Interactive, Customer Experience Impact Report

4. It takes 12 positive service experiences to make up for one negative experience. Source: “Understanding Customers” by Ruby Newell-Legner

5. Happy customers who get their issue resolved tell about 4 to 6 people about their experience. Source: White House Office of Consumer Affairs, Washington, DC