Dear Postmaster

March 10th, 2008

US Post Office
475 L’Enfant Plaza SW
Washington, DC 20260
Attn: James C. Miller III, Chairman, Board of Governors

Gateway Station = 800149998

Long Wait

via snail mail

Dear James C. Miller III,

I have lived in the 80014 zip code since approximately July of 2003. Since then, I have consistently used the post office located at Abilene St. There have been several occasions when I went to the post office, and the parking lot is full with a fairly long line of cars waiting (in the street) to get into the parking lot.

On February 19th, 2008, I went to the post office to mail a letter. I needed help with a few questions, so I needed to wait in line and talk to a clerk. As far as I recall, I had no trouble with parking. I arrived at 3:58 pm, and I was dismayed to see a long line of people nearly out the door. There were only 2 of 8 windows open. It occurred to me this is the typical situation. I expect this because it is like this every time. A long line of people waiting, and only a few windows open.

I checked the clock on my cell phone, and it took me 20 minutes to get thru the line. I was able to conduct my business in about 2 minutes, and then I asked to speak to the person in charge.

I waited another 10 minutes to speak with Linda Delancy who said her title is “Manager”. We spoke for about 10 minutes. I complained about the long line. She tried to respond to me as best she could. I know this is/was a difficult situation for Linda. But when I left the post office that day, I was convinced that things were not going to get any better. Linda Delancy is not the solution. Linda Delancy is in denial, she is an integral part of the problem.

My next trip to the post office happened on March 4th, 2008 at about 12:30 pm. Sure enough, the line was nearly out the door, and there were 2 windows open and 6 windows closed. I chose not to wait in the line, but I estimated it would take at least 20 minutes.

You don’t need a bigger parking lot. If you do a better job of manning the windows, the parking lot problem will go away. In my opinion, the line to speak with a clerk should never take more than 5 minutes, and the goal should be for the “typical” wait to be 2 minutes or less, even during the busy time of day.

Bad customer service costs more. It’s cheaper to do it right the first time. Hire more people if necessary. Find something else for Linda Delancy to do, and put a more capable person in charge.

Sincerely,

Philip G Rice
11268 E Linvale Dr
Aurora, CO 80014
720-282-3376
phil.rice@mkgappraisal.com

cc:

US Post Office
475 L’Enfant Plaza SW
Washington, DC 20260
John E. Potter, Postmaster General & CEO

US Post Office
475 L’Enfant Plaza SW
Washington, DC 20260
Attn: Vice President & Consumer Advocate

US Post Office
2500 S Abilene St
Aurora, CO 80014
Attn: Local Postmaster

US Post Office
2500 S Abilene St
Aurora, CO 80014
Attn: Linda Delancy, Manager

-- End of Letter --

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