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Spreading the word

Best Practices: Promoting Informed Delivery

Kula, HI, Postmaster David Wilbur
Kula, HI, Postmaster David Wilbur has helped more than 500 customers sign up for Informed Delivery since last fall.

David Wilbur is a man on a mission.

The Kula, HI, Postmaster wants every customer he meets to know about Informed Delivery, the free mail notification service from USPS.

“Informed Delivery allows you to digitally preview your incoming mail and manage your packages wherever, whenever,” he says.

Wilbur knows what he’s talking about: He has helped more than 500 customers sign up for Informed Delivery since last fall, making him a national leader in registering users.

The Postal Service encourages this kind of enthusiasm. Increasing the number of subscribers will prompt more businesses to add interactive content to Informed Delivery emails, thereby boosting USPS revenue and the value of mail.

To help spread the word, Wilbur offers these tips:

• Show and tell. Wilbur shows Informed Delivery to customers who visit the Kula Post Office to sign up for a PO Box. He also talks about the feature to customers who come to the office to pick up or inquire about packages.

• Give customers more information. Wilbur staples an Informed Delivery informational sheet to customers’ receipts and includes a link to the Informed Delivery sign-up page in all responses to emails received through the Enterprise Customer Care program.

• Make it a community affair. Once a week, Wilbur sets up a booth in the Kula Post Office lobby where customers can learn more about Informed Delivery. He also sets up Informed Delivery booths at fairs, farmer’s markets and other community events.

The bottom line, according to Wilbur: Every customer interaction is an opportunity to promote Informed Delivery.

“Even when I ring up a customer at the window, I always ask, ‘Are you an Informed Delivery customer?’” he says. “That makes the customer inquire about Informed Delivery, and once you show them how it works, they usually sign up on the spot.”

“Best Practices,” a series on employees who demonstrate on-the-job excellence, appears regularly in Link.

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