COMMENTARY Adding Quality Comfort

摘要

Recently, I used an overnight package carrier that I don't usually use. I was in a hurry and didn't have time for a less-than-first-rate experience. As I walked in, my first impressions of the layout of the office and the look and demeanor of the personnel behind the counter were not positive. Although the look of an office doesn't preclude good service, my first impressions held true. I discovered that I had spent time filling out the wrong airbill; the "right" airbills had not been available at the customer counter. The flow of customers and packages was an obstacle to efficient service, and personnel were an impediment instead of a help. I had to explain my needs several times and, finally, I paid $2.13 more than I usually do for my new experience. To top it off, after all that, my package didn't make it there the "next day" as promised.