It may sound like a cliche to say that you are only as strong as your weakest link. But a couple of experiences that I have just had have made me realise just how true this old cliche still is.
This morning I experienced what I would hope is the worst of the Royal Mail, and also some of what I would like to believe is their best.
I recently managed to track down a copy of a book that is 160 years old. I am buying this as a gift for a very special person, and as a book lover who has never seen a copy have been eagerly anticipating it arriving.
This morning my partner can to my office holding a brown paper parcel and explained that she had found it in our back garden.
This parcel contains my precious book and has been “delivered” by the Royal Mail, by throwing it over my seven foot high gate!
We are in the house and office, we have two door bells, we can hear a knock at the door, and if all else fails we can pick up a card that says, “we tried to deliver a parcel, you weren’t in so you will need to collect it from the sorting office”. But none of these options seem to have occured to the delivery person. “I’m here, it’s heavy, I’ll throw it over this gate” seems to be the first, last, and only option attempted.
Trying to call the local Royal Mail office was equally frustrating. A phone that rings for 10 minutes, then cuts in with, “our recorder is full, please call back” is not what I want to hear.
The only up side is that my partner has a contact at the Royal Mail, I called and got a voicemail to say that they were on holiday. I left a message to say I needed advice on making a complaint.
Within 15 minutes, I had a call from the person who is on holiday, she listened, empathised, explained what she could do to help and what I could do to progress the matter. She also explained how hard Royal Mail is working to ensure a service and the standards that are expected for all parcels, irrespective of the value. She is embarrassed and let down.
Overall it is a good reminder that as a business you are only as strong as the weakest link, and most certainly if it is a link that is direct into the customer experience of your business.
I am now escalating this to the chairman. I wonder where the strong and weak links really are. I guess I’m about to find out.
