MAILCOM Las Vegas. October 2-4, Betsy Shortell, MDC, CMDSM, MDP, EMCM

Transcription

1 MAILCOM Las Vegas October 2-4, 2017 CRS#: LD404: Session: Building Your Mail Center s Brand Day/Date: Wednesday, October 4, 2017 Round/Time: Round Ten: 12:15-1:15pm Presented By: Betsy Shortell, MDC, CMDSM, MDP, EMCM Please be courteous to others and turn all communication devices to silent mode

2 MAILCOM Las Vegas October 2-4, 2017 In this session we will focus on /ps and items that will: Add value to your opera/on Increase worth/impression of your group Build your mail center s brand

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4 How do we make them know that we are worth more?

5 It s Complicated

6 Be Experts! Stay on top of changes in the industry Make sure you (and your staff)know what you re talking about Look it up! Research! USPS.com Postal Explorer (pe.usps.gov) RIBBS (ribbs.usps.gov) PostalPro- - -? DMM No/ce 123 Educa/on

7 Join Groups MSMA PCC NACUMS Regional C&U Associa/ons Take advantage of what membership offers!

8 The Power of Certifications Proof of Exper/se Creden/als that make you stand out Can be added to job descrip/ons Resume builders They travel

9 Know Your Business Who are your customers? What areas do you and your staff need exper/se in? Interna/onal Mail? Hazardous Materials? All Shipping Op/ons- - - FEDEX- UPS- DHL? Other distribu/on areas and opportuni/es on your campus? What adds value even if it s not a revenue source?

10 Evaluate Resources and Workload Employee Schedules Pick- ups From Post Office Volume Measurements Mail Make- up Has Changed Sort Schemes S/ll Valid? Employee Skills

11 Analyze Mail Flows Things have changed at the Postal Service Service standards have changed Processing loca/ons have changed When you receive your mail may have changed Has this impacted the service You provide?

12 Find Weaknesses Lack of training Lack of cross- training People in wrong place at wrong /me Double handling/redundancies Customer sa/sfac/on Weakness=Opportunity

13 We ve Always Done It That Way

14 We just do Mail

15 Empower Staff Make sure they are in! Do They Understand Mail s Whys & Wherefores? Ask them for input and sugges/ons. Let Me Tell You What I Did!

16 Chase Complaints Listen To What They Are Saying Customers and Employees Fana/cal Follow- up Adack your cri/cs! Give Them Op/ons & Solu/ons Turn Them Into Believers Complaints=Opportuni/es

17 Employee Appearance Is your staff Neat and presentable? In uniform? Polite, posi/ve and helpful? Professionals offering professional service? Ladies and Gentlemen Serving Ladies and Gentlemen ** ** Ritz Carlton

18 Track KPI s What are your KPI s (Key Performance Indicators)? Know the difference between SLA s and KPI s SLA: Measures the service delivery (i.e. how many deliveries per day, /me of delivery) KPI: Measures the overall achievement of goals over /me (i.e. overall delivery accuracy of 99%, genera/ng cost reduc/ons of greater than $100,000 annually ) Report these up! Customer Service scores usually #1 indicator of performance Surveys!

19 Outsource the Outsourcers! Benchmarking Measuring your opera/on against peers and the industry Mail volume Produc/vity Rates/fees Salaries Knowing how you stack up compared to compe//on Are you charging appropriately? Can you do the work more cheaply than an outside company?

20 Partner With The People Who Matter Procurement Student organiza/ons Finance Facili/es The President/Dean Peers

21 Keeping Costs Down Eliminate duplica/on Manage the workload Volumes vs. hours Curtail non- preferen/al mail OT Is it really needed? Eliminate Saturdays Offer op/ons Delivery fleet management Foot vs. vehicle transport Vehicle types

22 What Can You Offer? Add Value Knowledge!!!!!!! Educa/onal seminars In office training Direct outreach Get out and visit! Is service Ok? What do they need? More with less The value of keeping work in- house

23 Make Your Mail Center The Go To It s ok if you can t do it all! But, make your center the first place they think of! First right of refusal Expert knowledge of who can do the job Customers remember good service, even if it is a referral Track the work you turn down Might turn into a future business opportunity for you!

24 Leverage Technology and Resources Get maximum value from your vendors Are you geqng what you are paying for? Use your vendors as resources! Mail Center design Help with product selec/on Mul/ple uses?

25 Leverage Technology and Resources Bring in your experts (on campus resources) Campus IT Procurement HR

26 New Technology

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28 New Technology Virtual mailrooms Parcel lockers

29 Your Website

30 What Makes a Good Website? Update constantly and consistently Make sure informa/on customers want is easy to find- intui/ve Easy to navigate Highlight opportuni/es Use as a marke/ng tool Use pictures (of your staff!) Don t keep outdated informa/on posted Google analy/cs- use them Don t use auto- play videos Make sure links are updated Make sure updates can be done easily by staff Don t overload with text

31 Marketing Ideas Giveaways They don t have to be expensive! Put your logo/branding out there! Word of mouth Staff! Adver/se in areas on Campus Student centers Transporta/on

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35 What We did at Harvard: Library Courier Specialized Courier Storage for Events Records Management Office Moves Online Tracking System Mail Count PrinJng

36 Budget help/physical space allocation Pick-ups for a fee Lab couriers High priority placards HIPPA Lady Pharmacies Notary Services

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