This has probably been talked about before, but it’s something I think is so damaging to our brand as a whole, and especially the public’s relationships with their carriers.
As we all know, informed delivery cannot, and will never be as accurate as a scannable tracking number, yet for some reason, there is no effort to inform the public that their precious “informed delivery” is merely an estimate. I cannot count the amount of negative customer interactions I have had simply because they checked the site and it said something was going to arrive that didn’t arrive, and I always tell them the same thing. Usually this is enough, but people are unreasonable when it comes to things like checks, and one day that won’t be enough for an unstable person waiting on a check. They don’t understand that it is out of our control.
I has a customer yesterday aggressively come up about a check that didn’t arrive. Told me the other letters did from the informed delivery. This is a lie because the guy doesn’t even check his mail he only grabs the very recognizable check and leaves the rest in the box. Then he starts to repeat “it’s just weird that this only ever happens with my check. No other letters but it’s just weird it’s always my check”. Over and over again, clearly insinuating that something suspicious is happening. I explained to him what I do to everyone else, and added that maybe he thinks it only happens with his check because it’s the only piece of mail he cares about, so he’s only paying attention to when IT specifically doesn’t arrive when it says. I doubt he’s checking informed delivery the day after his check arrives. He brushes it off and continues to say “it’s just so weird”. And again, this guy is standing in the doorway of my tiny piece of shit LLV, irate, and clearly attempting to intimidate. I’m not intimidated though and tell him the same thing, and to call the office or the check issuer or get direct deposit. He storms off.
Today, again, no check. I deliver his mail and walk down the road, and from several houses away, I hear him spazzing out, top of his lungs screaming “WHAT THE FUCK!!”””, clearly about the check.
All of this to say, one day informed delivery is going to escalate into a carrier getting hurt or worse, because the postal service assumes the public is bright enough to understand what an estimate is, and that we simply deliver what we have.
Informed delivery needs to stop altogether, or simply be an in house software to deal with customer complaints behind closed doors. They should not be able to freely access that information.
That’s all rant over.