Helping you Make the Most of Post
Many of you have been benefiting from our Make the Most of Post campaign, aimed at helping to maximise mails remuneration and improve customer service.
As well as Back to Basics workbooks and support, there are five 20 to 30-minute training sessions covering topics such as Drop & Go, Inland Mails, International Mails, Prospecting and Business retention.
At Great Bridge branch, Postmaster Satnam Raindi tried Prospecting for the first time, having joined the branch just before the pandemic restrictions happened.
“It was really useful to go out to local businesses and talk about the range of transactions we do – and not just Mails, as some businesses didn’t know they could do their banking with us and have now started to,” he said.
“My team also found the 5Ws training a really useful reminder of why it’s important to have that conversation every time – even a member of my team who has worked here for 15 years said it was a useful refresher. It reiterated the different services we offer, and many customers who are posting an item that has quite a high value like the reassurance of a next day guarantee and cover for the item when we tell them about it. They have peace of mind that they have got the right product for their needs, trusting the Postmaster and the team to listen and offer relevant products. The business benefits from customers being offered the right service relevant to their needs consistently, which results in increased business from returning loyal customers and in turn increases income. We’re now doing between five and 10 additional Parcelforce transactions a week.” The branch’s Special Delivery sales have seen an impressive 35 per cent increase against target too.
Cambridge Drive branch has also seen Special Delivery success, with an increase from 8.6 per cent to more than 15 per cent of total labels since the training. Signed For transactions in branch have also increased, from 31.2 per cent to more than 45 per cent of total labels.
Postmaster Joshy Varghese said: “My Area Manager spent time observing the conversations and then took the team back to basics. It helped them understand the benefits of having the 5Ws conversation every time and slowing the conversation down and listening to customers’ needs. I must admit that this is something they didn’t always do.
“Over the last eight weeks the difference is fantastic, not just in the numbers of Special Delivery and Signed For sales, but in the service my customers are receiving. It’s all about taking the opportunities, having the correct conversation and recommending the right service.”
Please speak to your Area Manager or Business Support Manager if you would like additional support to Make the Most of Post.