Coaching notes on pda

[Rage24]

Our office has been getting lots recently, can they conduct you if you receive a certain amount of negatives ones?

[Oscar_Grouch]

Depends.
If you are actually doing something wrong, have been coached and then counselled and then continue to do something wrong. Then conduct for repeatedly doing the wrong thing probably wouldn't be unreasonable.

The out of 10 score is given by the customer to describe the entire experience, of course we well know that 90% of this experience is well out of the delivering posties hands, and 50% or more is occurring before the item even arrives at the DO.
The score however is only allocated to the delivery postie.

So if a customers are constantly given low scores for items that are later than expected or have turned up at the DO damaged or whatever, then a quick informal conversation to understand what is going on is all that needs to take place.

Pre-departure conversations, The tracking, or the POD photo of the item in a damage bag should be more than enough to prevent these things even being brought back to the postie.

That said, as the saying goes: "Common sense...it ain't that common!"

[Seymour Buts]

Depends what they're for. If you get negative feedback coz you've told somebody to f**k off then expect to get disciplined, but it's entirely possible you've got negative feedback for doing what you should or stuff out of your control. It's common for people to moan if we deliver outside the time window they've been sent. People also moan if stuff gets taken back that their regular postie safe places.

[ted_e_bear]

Do you mean the scores you can see in customer view which are the ones when someone can rate a delivery up marks out of 10 but you can't see what comment they made without asking a manager to look.

Or the other option which is notes your manager puts on for you to read, these will be things like well done zero idling all week or you forgot to scan out on Monday please try and make sure you do every day etc.

[twoloops]

Our workplace coach has had stickers made at his own expense asking for customers to submit a review, he attaches these to every tracked parcel he delivers, our manager thinks it's brilliant & can not understand why we are all not doing this

[fadetogrey63]

Our workplace coach has had stickers made at his own expense asking for customers to submit a review, he attaches these to every tracked parcel he delivers, our manager thinks it's brilliant & can not understand why we are all not doing this

There's no incentive/reward to get good reviews though, they really don't mean anything, a thanks at the door is more than enough for me

[Rage24]

Do you mean the scores you can see in customer view which are the ones when someone can rate a delivery up marks out of 10 but you can't see what comment they made without asking a manager to look.

Or the other option which is notes your manager puts on for you to read, these will be things like well done zero idling all week or you forgot to scan out on Monday please try and make sure you do every day etc.

Notes

[yellowbelly]

Do you mean the scores you can see in customer view which are the ones when someone can rate a delivery up marks out of 10 but you can't see what comment they made without asking a manager to look.

Or the other option which is notes your manager puts on for you to read, these will be things like well done zero idling all week or you forgot to scan out on Monday please try and make sure you do every day etc.

Notes

So are these generic to everyone or specific people? Any decent manager would have a quiet word if it's specific rather than sitting at their laptop whilst skulking in the office sending a memo/note or whatever it is.

[qw]

Ah coaching notes. It’s for the managers who don’t do much to look like they are busy. Supply managers normally do it at our place to look good for daddy.

[heraldmoth]

Customer reviews are not your coaching notes, the notes are evidence ur DOM has had a word about something, and cluld literally be anything from not wearing a hi viz to pulling him or her out with some OT

[Mr Rush]

I've never had any personally, though I've seen some that colleagues have received. Such as 'you left two first class letters in the frame'. It reminds me of a teacher leaving a red-inked comment in the jotter margin.

But, hey, we need to get QoS back up! To think leaving ANYTHING in the frame would once have resulted in some intense 'coaching' being applied.

[ted_e_bear]

I've never had any personally, though I've seen some that colleagues have received. Such as 'you left two first class letters in the frame'. It reminds me of a teacher leaving a red-inked comment in the jotter margin.

But, hey, we need to get QoS back up! To think leaving ANYTHING in the frame would once have resulted in some intense 'coaching' being applied.

Ah the good old days, you've got me reminiscing back to the time when you had a day off you knew you'd return to an empty frame, no mail or d2ds or anything, bloody hell the sending customers and the public got a good service then.

[TopperGas]

Our workplace coach has had stickers made at his own expense asking for customers to submit a review, he attaches these to every tracked parcel he delivers, our manager thinks it's brilliant & can not understand why we are all not doing this

Why bother as if they get 0 or 100 positive reviews they are still going to get exactly the same rate of pay and bonus as the rest of us, the only person who'll possibly benefit is their manager of it improves the branch NPS score?

I'm pretty sure any customer using the RM app gets a request to fill in a review anyway once an item is delivered.

[Playmail]

Why are people looking at my performance our union rep has told us all not to look at it

[fadetogrey63]

Why are people looking at my performance our union rep has told us all not to look at it

We havnt had any word not to, it's mainly the workcoach who comes round in the morn telling us to check it