I observed some bad business today...
08/12/2008 05:07 p.m. | Business
So today I managed to find some time to go submit my passport application. I had taken an early lunch because I expected to wait in a long line. Much to my surprise (at first), when I walked into the post office (a big one at that) there was no line for passports. Mainly, this was because no one was accepting applications. Over by the passport counter, there was a sign that said "Passport application taker is on break right now. Go to window 4" (no joke, I should have taken a picture). So I proceeded across the room and found (not to my surprise) no one at window 4. A kind woman asked if I needed help, I explained my situation, and she guided me to a gentleman who was then taking packages and such. She said he could help me and she even let me jump the line of about 12 people. I felt guilty, but I didn't have time to wait. But wait I did, because this guy took forever to ring up one customer. And he was not the only one.
I would imagine if you work at the post office you are pretty familiar at how things work. I would think this would make you speedier and more productive. I did not find any evidence to support this. Most of the employees moved at the speed of a small infant who only rolls. This was not so good. Instead of a speed boost for a routine job, every customer gets slow service, waits, and then the post office decides to blame oil and the economy for posting a $1.1 billion loss (notice the 'b' because it's not an 'm').
In a business where you generally have a steady stream of customers, the faster you can move them through, the more you can take, and the more cash you make. The longer people have to wait, the more prone they are to go somewhere else next time (unless you are some exclusive place, but shipping doesn't have a luxury class, yet*). Starbucks seems to have mastered this simple idea. So has a street cart vendor on 53rd and 6th, who I've been told does $6 mil a year. There isn't even selling involved here. The customer wants to buy, that's why they are there. You just need to provide faster. "Faster, more, better" should be the post offices' new slogan. Or at least it should be the new way they do business...
(*I am currently claiming rights to any/every kind of shipping-for-the-rich-and-famous type of business, so don't even bother. I've even found a supplier of gold boxes...)