3 Crucial Lessons the USPS Taught Me About Service Businesses

“Good service is good business.” – Siebel Ad

Navigating the complexities of running a service-based business often brings back memories of simpler times. Recently, I found myself reflecting on childhood trips to the post office with my dad. Those memories, filled with warmth and connection, starkly contrast my recent, frustrating experiences with the USPS. These experiences have highlighted crucial lessons that apply to all service-based businesses.

Never Lose Sight of the Human Connection

The post office once excelled at making people feel welcomed and valued. Nowadays, it seems that efficiency and automation have replaced personal service. During my recent visit, the first words I heard were, “I cannot help you,” setting a tone of indifference. In our businesses, especially in the service industry, maintaining a human touch is crucial. Clients seek connection, appreciation, and a sense of being valued. In an era where we've been apart for so long, this connection keeps clients coming back.

Adaptability is Key

The USPS has struggled to evolve with changing customer needs and expectations. As business owners, adaptability is vital. Complacency can quickly lead to obsolescence. We must continuously pivot, innovate, and stay relevant to remain competitive. This is particularly true in service-based businesses, where client needs can shift rapidly. Being adaptable allows us to meet these changing demands and maintain our position in the market.

Consistency Matters

Positive childhood experiences at the post office created lasting fond memories for me. However, my recent inconsistent and negative interactions have tainted that image. Inconsistent service can quickly undo years of goodwill and brand loyalty. As service-based business owners, striving for consistency in our service delivery is paramount. Addressing any lapses promptly and sincerely can maintain trust and loyalty. Quick follow-ups, sincere apologies for any mistakes, and holding our clients in high regard can make all the difference.

While my love for the post office may have faded, the lessons it inadvertently taught me about running a successful service-based business remain invaluable. Let's keep the human connection alive, embrace change, and strive for consistent excellence in all we do. As female founders, service-based business owners, and simply excellent human beings, these principles will guide us to success.