Can’t

December 2nd, 2008

We are cold to others only when we are dull in ourselves. William Hazlitt

Today (Friday) at 3:00 pm I went to our local (independent contractor) rural post office with an express mail package. The post office lady took one look at my express mail envelope and she said, “I can’t take that.” I’m sure I looked surprised and said, “You can’t?” “Nope” she said, I can’t take any express mail after 11:00 am.” “Well, can it get picked up tomorrow?” I asked. “Nope,” she said; “we can’t do express mail on Saturdays.” Silence. I said, “What can I do to get this package to New Jersey by Monday? Do the other post offices take express mail?” She said yes, I asked her how to get to the nearest other post office and went on my way.

It all felt so negative. And I thought, “Was there another way to do this?” So I played a different conversation out in my mind:

The post office lady saw my express mail envelope and said, “I see you want to get that package someplace in a hurry.” “Yes, I want it to be in New Jersey by Monday.” “Well, our next express mail goes out on Monday, but the Briargate post office can get it out for you today. Do you know where that post office is?”

Same information. Entirely different conversation. Entirely different customer experience.

Bottom line. It isn’t what you can’t do, but what you CAN do that interests me.

Entry Filed under: Insights on OC