15 top tips to grow your business with Drop & Go

15 top tips to grow your business with Drop & Go

Our report published last week found that 43% of small businesses say they would not be able to continue functioning without the Post Office.

Services like Drop & Go service have become successful and it’s because of the service Postmasters provide. The service was introduced to be time saving, convenient and give peace of mind and people who use the service are our valuable customers.

Below, five of our top performing Greater London branches share their top tips for providing a great service. Collectively, the five branches serve over 300 Drop & Go customers.


Turnpike Lane Post Office

Postmaster Shamir Shaikh
Branch model: Main branch
Active customers: Approx 140

Why are small business customers important to your business?
At Turnpike lane Post offices we play a vital role at the heart of our local community. I believe we are the first point of contact for all Our Independent and businesses consumers alike who rely on us not just for Mails, but  all banking, Bill Payments and Money transfer needs.

What type of products and service do your small business customers provide?
As well as banking support for high street retailers who own independent supermarkets, cafes and restaurant, we also support our online market place traders who sell on platforms like eBay and Amazon.. The product range on offer from these traders can be varied from designer clothing to arts and craft and customised jewellery. 

The service they use is dependent on how quickly and securely they want the product to reach its final destination and not forgetting the compensation cost value of the items. In order to ascertain this information we use the 5 w’s to establish customer priorities.  

How do you attract new business customers?
At Turnpike Lane Post office we have one simple philosophy – we treat each customer with the upmost integrity and respect whether they are sending five items or five hundred.

Shamir’s top tips…

  1. Get to know your customers and their business needs/requirements
  2. Ensure effective time management and speed of service and don’t promise on what you can’t deliver
  3. Always try to protect the business Go the extra mile for the customers. We treat their business like our own business!

Portobello Road Post Office

Postmaster Sella Chandra
Branch model: Main branch
Active customers: Approx 50

Why are small business customers important to your business?
Small businesses are particularly important to me as they are one of the key users of the Post Office. Larger businesses often have Royal Mail directly pick up their mail from their site. I feel it is important for small businesses to support each other especially during the current climate.

What type of products and service do your small business customers provide?
Most of the customers sell and mail their own home made products such as food items, hand crafted toys, masks and paintings. Also, a few books and clothing items are sent.

How do you attract new business customers?
When we see a customer for the second or third time, we engage in casual conversation as usual but we explain the benefits of Drop & Go. We explain that it's a fast and free service which saves lots of time. Often we end up opening an account there and then.

Sella’s top tips…

  1. Try to keep one person dedicated to do Drop & Go parcels as they can build up very quickly.
  2. Give the customer enough materials such as bags, manifests, labels and signed-for/special delivery stickers.
  3. If you encounter any issues, call the customer as soon as you can, ask for the information you need and end the call by reassuring them.

Hayesford Park Post Office

Postmaster Shailesh Chande
Branch model: Community branch
Active customers: Approx 35

Why are small business customers important to your business? 
As we are community based business, local customers are forefront of our business. Customers go out of their way to use our branch and we have stayed open throughout Covid-19 especially for that reason. Serve local community.

What type of products and service do your small business customers provide?
Local dentists use us for dental moulds, Coffee Suppliers, Chocolate suppliers, Soft furnishings suppliers, and even Symphony orchestra CDs and DVDs as there are no live concerts, local football club posting their shirts and and face masks, bespoke jewellery makers, collectors items for museums abroad, branded high street trainers, eBay users, local shirt printers are just a few of what we have coming through since the original lock down when online was the only option available to small businesses.

How do you attract new business customers?
Our Drop & Go service have been a life line for most businesses during this very difficult time. We have from day 1 encouraged this service mainly to keep the queues down as we have only one service counter. Anyone with more than a couple of parcels have been spoken to about Drop & Go.

Shailesh’s top tips…

  1. Always treat the customers with respect regardless of how much they are spending. Be it one 2nd class stamp or Special delivery. They will always stay with you for their future needs.
  2. Always process parcels on the day even if it means working outside the contracted hours. This means they will trust you with their parcels as they have an obligation to their customers for prompt despatch of customer orders.
  3. Always communicate with customers if there is anything they need to know. For example, if they are running short of funds in their account. Be proactive rather than wait till you see them next. We always have their contact number along with their cards.

Although I don’t use social media, I have encouraged my customer who do to put a review for us. This has resulted in quite an excitement with local groups and especially this year we have picked up quite a few new customers who inform us that they saw the reviews and have decided to use us.


Hendon Post Office

Postmaster Mo Harsini
Branch model: Main branch
Active customers: Approx 25

Why are small business customers important to your business? 
They keep me going and bring in regular income which is so vital for me.

What type of products and service do your small business customers provide?
A range of products are sent, from chewing  tobacco, clothing, jewellery, toy helmets, books and toys!

How do you attract new business customers?
Once I know they post regular I approach them and explain the benefits of Drop & Go like avoid queuing, drop off and go.  

Mo’s top tips…

  1. We make sure items go the same day.
  2. Communicate regularly, stay in touch i.e. text when account is low.
  3. We give them a smile and great service.

Leyton Post Office

Postmaster Zarhir Pathan
Branch model: Main branch
Active customers: Approx 45

Why are small business customers important to your business? 
Repeat footfall, repeat remuneration which is so important.

What type of products and service do your small business customers provide? 
Clothing and toys 

How do you attract new business customers?
Having a really good relationship with these customers. We knew that after lock down, they could go elsewhere, but we give an excellent service. We try not to give them reasons to leave us. 

Zarhir’s top tips

  1. Get to know your customers and make sure you have their name, number, address etc 
  2. Make that Drop & Go customer your friend and build mutual trust.
  3. Give them that VIP service, speed, punctual and support them even down to helping them with parking spaces and maybe a gift every now and then.

Judith Aubrey, Drop & Go Business Development lead commented, “It’s great to see so many positive comments about Drop & Go and how it is supporting both the Postmaster and their customers to grow their businesses. It’s all about the service and saving time for customers whilst stopping queues building up in branches. These Postmasters are showing how easy it is to build up a base of customers and retain their mails business.”