The Courier.....and "Customers"

brykins · Post by **brykins** » 27 Oct 2012, 21:22

Reading through the most recent issue of The Courier, I can't help but feel that Royal Mail has no idea who it's "customer" actually is. There seems to be a lot of shouting about Delivery To Neighbour being good for the customer as they don't have to travel to the post office/delivery office to collect their packets, but the person receiving the item IS NOT the customer.

Surely the Delivery To Neighbour thing should be something that the customer (the person who has PAID Royal Mail to deliver the item) chooses and they should mark on the parcel if we are to leave it anywhere other than in the hands of the intended recipient.

monkeymutha · Post by **monkeymutha** » 27 Oct 2012, 21:28

You know what!!!! The propoganda mag puts customer in it to make US, the slaves, think that we are doing it for the people we deliver to. u r right. The customer is the person who sent it but RM want us to think its the person we deliver to to make us do a better 'customer friendly' job. Slags.

freelunch · Post by **freelunch** » 27 Oct 2012, 21:59

I believe the person receiving the item has made a choice not to go to a store and pick the item up themselves.
I expect it's very likely they are paying the supplier of the item a delivery price.
The supplier of the item isn't willing to deliver it themselves, they sub-contract that part of the agreement to RM so their customer becomes our customer.

Pat Ostman · Post by **Pat Ostman** » 27 Oct 2012, 22:41

It's been mentioned before but I'll mention it again.

Royal Mail have not told us what happens when we deliver to a neighbour who is a tea leaf and the real customer does not get the item.

Who gets the blame?

I think we all know why they are skirting around that one. They tell us to use judgement so our judgement can be called into question when things eventually go wrong.

Hitcher · Post by **Hitcher** » 27 Oct 2012, 23:29

Pat Ostman wrote:It's been mentioned before but I'll mention it again.

Royal Mail have not told us what happens when we deliver to a neighbour who is a tea leaf and the real customer does not get the item.

Who gets the blame?

I think we all know why they are skirting around that one. They tell us to use judgement so our judgement can be called into question when things eventually go wrong.

We'll be fine, it says so in the Courier.

delboy1969 · Post by **delboy1969** » 28 Oct 2012, 01:07

at our office we have just carried on as normal regarding the delivering to neighbour scheme, we saw a programme on work time learning this week that was laughable! we simply don't have time to go round knocking on doors left right and centre!

Post by **Lounge Lizard** » 28 Oct 2012, 01:40

Pat Ostman wrote:It's been mentioned before but I'll mention it again.

Royal Mail have not told us what happens when we deliver to a neighbour who is a tea leaf and the real customer does not get the item.

Who gets the blame?

I think we all know why they are skirting around that one. They tell us to use judgement so our judgement can be called into question when things eventually go wrong.

But we're not paid to and can't be expected to have the skill or judgement to decide this.
Is a neighbour not suitable because their garden is not maintained, or when they open the door because they look a bit suspicious and then do we change our mind and not leave it with them ?

Post by **mdm** » 28 Oct 2012, 06:38

What's all the fuss about? I haven't once delivered to a neighbour since it came in and i don't intend to. I've been on this park and crap for 2 years, we struggle with our time as it is, packets, lapsing etc. There just isn't the time to do it! Plus in our office the managers haven't said a word to us about it, says it all really.

mr ford · Post by **mr ford** » 28 Oct 2012, 06:43

delboy1969 wrote:at our office we have just carried on as normal regarding the delivering to neighbour scheme, we saw a programme on work time learning this week that was laughable! we simply don't have time to go round knocking on doors left right and centre!

how do you know what EVERYONE does in your office ??

Sidley · Post by **Sidley** » 28 Oct 2012, 07:21

I haven't left a packet with a neighbour since this schemebstarted as I have neither the time nor the inclination. Plus the fact I'm a reserve so for the most part don't know the punters well enough to "judge"

redneck · Post by **redneck** » 28 Oct 2012, 09:22

Sidley wrote:I haven't left a packet with a neighbour since this schemebstarted as I have neither the time nor the inclination. Plus the fact I'm a reserve so for the most part don't know the punters well enough to "judge"

Same here, and many others no doubt across the company. The Courier really is a fantasy island for management who haven't a clue about the realities of day to day delivery out in the field. I am on different hours and different rounds every week, so how the hell would I know who and where to knock for a quick response with a packet/parcel? You only get the sort of knowledge you need for the delivery to a neighbour to work efficiently if you have been on a round for months.

So the P739 goes in, and managers still complain about how long rounds are taking even without the extra burden of time consuming door-knocking merry go rounds.

Grinder64 · Post by **Grinder64** » 28 Oct 2012, 09:34

mdm wrote:What's all the fuss about? I haven't once delivered to a neighbour since it came in and i don't intend to. I've been on this park and crap for 2 years, we struggle with our time as it is, packets, lapsing etc. There just isn't the time to do it! Plus in our office the managers haven't said a word to us about it, says it all really.

Same here...

fishtank · Post by **fishtank** » 28 Oct 2012, 09:45

redneck wrote:You only get the sort of knowledge you need for the delivery to a neighbour to work efficiently if you have been on a round for months.

My half of my park&loop duty was my duty for 5 years beforehand,the other half was the duty i had for 4 years before that.
Despite that i don't really know any of these people well enough to trust them with other peoples packets and neither do i have the slightest clue whether they will be in or not.

You don't get that kind of knowledge with this job,sometimes you find out that their dog's name is Satan or whether their lumbago is playing up and you always find out that "if it's a bill you can keep it" but nobody volunteers to do a CRB check for you or gives you a copy of their plans for the week.

brykins · Post by **brykins** » 28 Oct 2012, 09:53

freelunch wrote:The supplier of the item isn't willing to deliver it themselves, they sub-contract that part of the agreement to RM so their customer becomes our customer.

Not sure I agree there. As I see it, a contract exists between the buyer and the seller for the provision of goods, and a separate one exists between seller and RM for delivery. After all, who is it that can claim and receive compensation should an item go missing? The seller/sender, not the buyer/recipient.

Unless I see something ON the packet advising of where to leave it in the event of non-delivery, it'll get 739'd as my responsibility is to the sender.

brykins · Post by **brykins** » 28 Oct 2012, 09:55

mdm wrote:What's all the fuss about? I haven't once delivered to a neighbour since it came in and i don't intend to. I've been on this park and crap for 2 years, we struggle with our time as it is, packets, lapsing etc. There just isn't the time to do it! Plus in our office the managers haven't said a word to us about it, says it all really.

Not really a fuss about the Deliver To Neighbour policy, more a comment on the confusion within Royal Mail about who the actual customer is.

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The Courier.....and "Customers"

The Courier.....and "Customers"

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Re: The Courier.....and "Customers"