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Philadelphia story

Top Customer Connect district shares success secrets

The Customer Connection program is approaching $2 billion in revenue.
The Customer Connection program is approaching $2 billion in revenue.

Philadelphia District has become one of the Customer Connect program’s top performers, generating more than $1.1 million in new revenue for the Postal Service.

Customer Connect encourages letter carriers to identify new business opportunities. The program has yielded almost $2 billion in revenue since it began in 2003.

“We see Customer Connect as a team effort,” said District Manager Chu Falling Star. “Everyone is committed to its success and is working toward the same goal: to generate new business and new revenue for the Postal Service.”

The district’s Customer Connect coordinators meet quarterly to share sales leads and exchange tips. Letter Carrier Robert Irwin, the district’s program coordinator, also visits Post Offices regularly to tout the program’s benefits, boosting carrier participation rates.

Scanning is another important factor, Falling Star said. Philadelphia has some of the nation’s highest scanning scores, which has helped the district boost sales, especially in the fast-growing parcels sector.

Sales VP Cliff Rucker hopes more districts will follow Philadelphia’s lead.

“As the Postal Service gains new business, scanning becomes increasingly important and a key selling point when talking to customers about the value USPS offers over competitors,” Rucker said.

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