The Herald of Everett, Washington
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Published: Tuesday, December 17, 2013, 12:01 a.m.

Customer service sadly lacking

On Saturday, I made a trip to the post office in Mill Creek expecting to stand in a holiday-infused line to mail my parcel. After 25 minutes I reached the counter requesting to mail my parcel. I was asked, "Do you plan on using cash or check?" I indicated I was going to use debit and was told that the post office was only able to take cash or credit on this day. With no posted sign, no apology, no explanation, nor consideration of my time, the clerk simply said "next."
Periodically, any of the clerks could have announced to the long line of customers that they were only able to pay by cash or check on what was likely one of the busiest shipping days of the year. I discovered what I believe will be the ultimate demise of the U.S. Postal Service. Not the burdensome pension plans, not the diminishing volume of letters, neither rain, nor sleet nor snow, but rather the apathetic attitudes of postal employees will continue to erode customer loyalty and drive consumers to the competition.
If the clerk offered an apology, or made the simplest effort during my 25 minute stay in line to let me know of their payment limitations, my experience (and that of many others) would have been different. It was clear that none of them cared. I promptly left and went to the nearby UPS store, where I was greeted cheerfully and thanked for standing in line. In short, they earned my business.
I am certain there are many fine and caring employees at the USPS, but their efforts are overshadowed by those in customer service positions who plainly don't care. Retail is a fickle business and from now on, I will take mine elsewhere.
Jeff Hovorka
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Feel strongly about something? Share it with the community by writing a letter to the editor. Send letters by e-mail to, by fax to 425-339-3458 or mail to The Herald - Letters, P.O. Box 930, Everett, WA 98206. Include your name, address and daytime phone number. (We'll only publish your name and hometown.) We reserve the right to edit letters, but if you keep yours to 250 words or less, we won’t ask you to shorten it. If your letter is published, please wait 30 days before submitting another. Have a question about letters? Contact Carol MacPherson at or 425-339-3472.

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