Monday, November 24, 2025
This facility finished first in a pilot program
Four sorting and delivery centers spent 90 days focused on improving the customer experience
The Binghamton, NY, Sorting and Delivery Center was the top performer in the first phase of the Postal Service’s Customer Experience Vision Activation 90-day pilot program at four S&DCs across the nation.
The Binghamton facility was followed by the S&DCs in Kalamazoo, MI; Oxnard, CA; and Fort Lauderdale, FL.
Managers and supervisors at the four facilities met with employees during daily huddles and emphasized the importance of delivering good customer service. The four S&DC postmasters also met during weekly conference calls, sharing best practices, recognition for their teams, and fixes they made based on employee feedback.
Jacob Silverstein, the Binghamton postmaster, said that the letter carriers and retail associates easily put customers first because they talk with them so much.
“They know everything about their customers, so they really appreciated the fact that the huddles were geared toward customer service — that was really our No. 1 thing that we talked about, as well as the issues we’re having and follow up with the employees about the issues they’re having,” he said.
This pilot, which ended on July 21, measured service requests, customer satisfaction and employee availability. The goals were based on the tenets of the USPS strategic plan and focused on appreciating and recognizing employees who provide customer-centric service.
The Postal Service developed the Customer Experience Vision Activation program after more than a year of research and conversations with more than 300 field and frontline employees throughout the organization.
The program focused on providing excellent customer service, whether that means prompt package delivery, reducing the amount of time customers wait in line at Post Offices or offering knowledgeable answers when a customer calls.
“Each of the pilot participants really motivated their competitors to do better, not just for their own good but for the customer’s good. They shared their tips if someone was having an issue, discussed how they approached it and shared those best practices on a regular basis,” said Melissa Rodick, business consumer insights consultant.
The Postal Service is planning more pilot programs focused on improving the customer experience.
The Customer Experience Blue page has more information, including the Postal Service’s customer experience vision statement.
Heroes
This employee gave a customer CPR
The man had fallen out of his wheelchair and was having a heart attack
While delivering mail recently, Lockport, NY, Letter Carrier Brandon Laroach saw a customer having a heart attack.
After the man fell out his motorized wheelchair, the Postal Service employee called 911 and performed CPR until paramedics arrived.
The customer was taken to a nearby hospital, where he was able to say goodbye to family members before dying.
Following the funeral, family members expressed appreciation for Laroach’s efforts.
Employees featured in “Heroes” receive letters of commendation through the Postmaster General Heroes’ Program. The nomination form is available on Blue.
Week in Review
Here’s what Link covered Nov. 16-22
USPS Operation Santa and Mr. McFeely’s real-life son made news
Last week, Link updated readers on USPS Operation Santa, which opened for letter adoption Nov. 17. The 113-year-old program includes a new team option and expanded choices in Santa’s Gift Shoppe, the online catalog that generous souls can use to fulfill wishes.
It’s also high season for another charitable endeavor, the Combined Federal Campaign, and we reminded readers of the ethics rules that apply to CFC fundraising.
We’re in the heart of open season for benefits selection, and Link offered articles on how Postal Service employees can save on health expenses and about Inspira Financial’s flexible spending account program.
We also shared a story out of the USPS Office of Inspector General about a former letter carrier who was sentenced to three years in federal prison for smuggling narcotics from Mexico. She was wearing her postal uniform when apprehended at the San Ysidro, CA, border crossing.
And we reported on history repeating — or at least rhyming — in the Pittsburgh neighborhood of Squirrel Hill, where “Mister Rogers’ Neighborhood” was filmed and Letter Carrier Alex Newell plies his trade. Newell is the son of David Newell, who played the mailman Mr. McFeely in the beloved children’s series created by Fred Rogers.
Finally, “Heroes” spotlighted Brandon Laroach, a Lockport, NY, letter carrier who witnessed a customer having a heart attack. Laroach called 911 and performed CPR on the man before paramedics arrived. The customer was able to say goodbye to family members at the hospital before he died, and the family thanked Laroach for his efforts.
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