Providing excellent service

PMG Pat Donahoe usually ends his “state of the business” messages with thanks to employees for the hard work they’re doing to help USPS. His latest message is no exception.

The video covers several important topics, including the status of legislation in Congress, the availability of services to customers in rural areas, service performance, end-to-end scanning and the importance of customer service.

Donahoe says USPS can fix parts of its overall fiscal problem on its own, but legislation still is needed to complete the job. He says USPS is continuing to press Congress for approval of a bill and is hopeful one will pass during the “lame duck” session scheduled after Election Day.

Meanwhile, there are several things employees can do to help, starting with customer service. “Keep up the great work,” Donahoe says. “Everything that we measure continues to move in a positive direction at all-time highs.”

The PMG also has positive things to say about the Postal Service’s improving end-to-end scanning rates, urging employees to continue moving toward a 100 percent scanning rate. “By this time next year, we want to be at that level,” he says.

Finally, the PMG wants to focus on making every experience customers have an excellent one. Whether it’s at the window or a business acceptance unit or on the street, Donahoe encourages employees to maintain the pace with customer service.

“Thank you very much for the excellent service,” he says. “Continue to provide that excellent service to our customers.”

via USPS News Link