Column for Dec. 24, 2009

Last week, I was in a bit of a rush to ship a package by a deadline. On the way towards Durham, I wanted to ship out a small box to a business half way across the country. Since I have shipped literally thousands of packages over the years (I used to own a business in which I shipped packages to customers all over the world) I figured it would be no big deal to get one into the postal system.

I remembered that the Selma Post Office opened around 8:30 AM. One time I tried going earlier and found that they opened up then. So I grabbed the list of errands I had to perform which also included stopping by my bank and grabbing a freshly brewed Dunkin' Donuts coffee after I hit the Post Office, and headed out the door.

When I got to the local Post Office, I found a small line forming in front of the interior door at around 8:45. It seems that even in the holiday season, and especially the week before Christmas, the Post Office had changed its opening hour to 9 AM. I was not about to wait for another 15 minutes, so I hit the bank, the coffee shop, and went on to the Post Office in the next town. I figured that Smithfield was a bigger town and for sure their Post Office was open already. Negative. Their Post Office opened even later. I saw several upset potential customers walking away with the same disgust I was feeling. Surely Clayton's Post Office would be open, and since it was generally along my way to my destination for the day, I headed there.

After walking away from the Clayton facility with my package still in hand, I answered the inquiries of fellow customers that the facility was not opening until 10 AM. I should have known from watching a young mother departing with a toddler in one hand and a package in the other that the Post Office was closed upon my arrival.

I traveled further into Clayton to a facility I thought for sure would be open. A very large shipping company that delivers worldwide has a franchised agent store in Clayton. I am not going to mention the business name, but its initials are UPS. Bingo, they were open. Score one for private industry.

Private industry will only flourish however, when it meets customer needs at a price customers are willing to pay. I was astonished as I watched two extremely unsatisfied customers storm out of the business without transacting any business. One simply wanted to leave a dollar on the counter for the busy clerks to ring up later for a small card worth far less than a dollar. He was rebuffed so he dropped the card on the counter, made a deserved sarcastic remark to the clerk, and left.

One lady in front of me was quoted a price for shipping a large, gift wrapped, framed picture of some sort and a book. She was quoted over thirty dollars and we both winced. Then she was quoted an extra twelve plus dollars for the actual shipping. It seemed that the original figure was just for packaging the items for shipping and did not include freight charges. The customer got angry, felt misled, grabbed her items, and left. The two clerks shrugged off a second irate customer.

Then it was my turn to get annoyed. An item that costs about six dollars packed in a small box would cost over seven dollars to ship. Since I was not willing to go out of my way for a fourth time and find yet another Post Office, I paid the higher than expected shipping charge and left. At least I got tracking information for the package unlike I would have gotten at the Post Office and it shows that as of this writing, my package is on time for an expected delivery.

Here is the bottom line. The Post Office is run like a government bureaucracy instead of a business. The holiday season is the busiest shipping time of the year. Instead of catering to customer needs, some pinhead government bean counter decided that the Post Office would open at an inconvenient hour allegedly to save money. Instead of providing a competitive operating schedule and competitive service, they continue to act like a monopoly and as a result lost my business. How many millions more people like myself did the same thing this year instead of using the United States Postal Service? If a private company can ship a package half way across the country and track it as it goes, so can the Post Office.

Sure I am beating up on the Post Office, but I feel the same way about ABC stores in North Carolina. The same principle applies. If a government operation wants to make better revenue, they need to think like a business instead of like a bureaucracy.