Laura Tapia understands the importance of scanning to Postal Service customers — and to the organization itself.
Scanning data allows customers to track their mail and packages, which helps USPS deliver excellent service, boost consumer loyalty and drive revenue.
“The customer needs to know where and when we will deliver the parcel. That’s why scanning is a very important tool,” says Tapia, a San Diego letter carrier.
The Postal Service wants all employees who scan mail and packages to follow Tapia’s example and make accuracy a priority.
To help her colleagues, she offers this advice:
• Don’t take short cuts. “Don’t scan deliveries at the beginning of the route,” she says. “Don’t scan several different packages for different houses at once.”
• Deliver to the right address. “I always scan in front of the house or in front of the apartment, because it helps me know I’m at the right place.”
• Scan only when you deliver. “Sometimes, when customers think their package has not been delivered, it’s because the carrier has scanned it before it was delivered. Only scan when you deliver.”
Along with always scanning and always staying safe, Tapia has one more piece of advice.
“My manager says something that’s very true: After everything is done, we are the last smile the customer sees. Always remember: We are the last impression for the customer.”