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Now our colleagues at Edinburgh South East delivery office move into the RMC hall of shame sorry fame for working out how to fill out a P739 card properly, with a Brucie (rip) bonus for staff as morale has risen because of their actions...
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Success is on the cards for Edinburgh South East delivery office after the number of P739 complaints was slashed.
Weekly team talks focus on the importance of filling in ‘Something for you’ cards correctly, and of achieving successful deliveries first time.
These reminders, coupled with performance updates and positive encouragement from senior colleagues, has seen P739 complaints drop while team morale has risen.
The work at Edinburgh South East was spearheaded by delivery office manager Ricky McLuckie with support from managers.
Zoran Buzarovski, assistant manager, said positive engagement has been key to improving performance and the team’s achievements are celebrated.
‘We post examples of good practice on the office noticeboard and we demonstrate to colleagues what should and should not be on the card,’ said Zoran.
‘And the workplace coaches have been involved in one-to-ones with those who have fallen below the standard.
‘People have been encouraged to do their job and have been much happier.’ 
Colleagues have started using With your Neighbour slips more often. This gives a clearer message for our customers (where the feck the fecken package is)and is a lot quicker for staff to complete accurately.
And when a complaint does come in, Zoran said the team will always use it as an opportunity to further improve - ‘We want to make sure that we provide a great service for our customers every single time.’
Next week, an unnamed DO will enlighten us as to how to collect their packets bags from their drop frame.