Everyone has had a poor experience with a mail delivery service.
Like when your package gets lost somewhere between Indiana and California, never to be seen again. Or somehow, the birthday gift you’re mailing to a friend in a neighboring state ends up costing you your child’s college fund. I’ve even had packages arrive in boxes that look like they came fresh out of a woodchipper.
Truth be told, when it comes to mail service companies, they don’t typically fall within people’s lists of all-time favorite businesses to work with.
So when I realized that I had visited my local UPS store several times over the past few months with no horror stories to speak of, I was thoroughly surprised. Somehow, UPS had climbed its way up to my #1 go-to resource during the height of the coronavirus pandemic with few, if any, negative side effects along the way.
I Needed a Reliable Mail Service Company
As I’m sure has been the case for many people, the pandemic led me to start ordering much more often online. Don’t get me wrong, I was already a seasoned online shopper before coronavirus hit. But as I limited my trips to brick-and-mortar stores, online shopping became (much to the chagrin of my husband) somewhat of a pastime.
And since I’d been purchasing many of my non-essential items—like clothes, gifts, or electronics—online, I didn’t always get what I expected. Sometimes the sizing was off, and other times the items looked nothing like they did in the product photos. Needless to say, I had a lot of returning to do.
With so many returns to complete, I needed a reliable mail service company that could meet my packaging needs during the pandemic. Thankfully, my local UPS store became not only a resource to see me through the coronavirus outbreak, but one I will continue to use for years to come.
So how did they do it?
The Local UPS Store Worked Efficiently
One of the most frustrating things about mail delivery companies is that the lines can seem endless. Even if there are only a few people ahead of you, between getting labels in order, assembling packages, and confirming delivery addresses, it can feel like a lifetime before you actually get serviced.
But the UPS store was different. I had sent packages through UPS before, but I noticed that they were making processes more efficient than ever during the pandemic.
Rather than making each cashier complete a service from start to finish before they helped the next customer, they assigned employees to specific tasks to streamline operations.
One employee would stand at the computer and print labels as needed. Another would assemble packages while the cashiers helped customers. And another would take the packages to the back to sort.
Whenever their lines were out the door, an employee would walk around with a scanner to ask if anyone needed a quick drop-off service that didn’t require a cashier, making the line move even faster.
With these kinds of efficient processes in place, it never took me more than 10 minutes to return or send a package through UPS, despite how many people were in line ahead of me. I also never ran into issues with lost or damaged packages, and all of my return packages were delivered in a timely manner.
They Implemented Safer Practices
In addition to making processes more efficient, UPS has required all employees to wear face masks and structured their lines to ensure customers stand at least six feet apart. This has helped me feel safer and more at ease when visiting their store.
They also began allowing several packages to be sent through postal carriers, meaning customers can simply leave a package in their mailbox to be picked up without having to go out in public. For those at high risk of contracting coronavirus, this is an invaluable service that has undoubtedly kept many people safe.
They Helped Me Return Almost Anything and Everything
Perhaps one of the most impressive things about UPS is that while other businesses have been limiting their services during the pandemic, UPS has been enhancing them.
Not only did the UPS store help me return packages with UPS labels; they also allowed me to return my USPS packages through them, saving me the hassle of going to multiple locations.
In addition, coupled with Amazon’s easy return system, UPS’s quick scanning service allowed me to drop off Amazon returns in a matter of seconds, sometimes without so much as a box to send my items back in.
They Assembled My Packages Free of Charge
It’s the simple things that often mean the most—and offering me free printing and package assembly services made a huge difference for me as a UPS customer.
For someone like me who doesn’t have a printer at home or easy access to one, allowing me to email my labels to UPS to print was extremely convenient. They even printed my USPS labels for free.
On top of that, as long as I had a bag or box to put my return items in (with the exception of packages that fall under Amazon’s no-box-necessary policy), UPS would assemble my packages at no charge. They never asked me to attach the label myself or buy tape to enclose the package. They simply did it for me every time.
The People of UPS
All this considered, it has really been the people that work at UPS that make it shine above other businesses. Their employees are some of the nicest people I have ever met—even through their masks, I can tell they’re smiling.
This was the starkest contrast between the UPS store and other mail service companies I’ve used. Beyond the fact that other companies have slow-moving lines or don’t offer so much as a free strip of tape, I can’t recall their employees ever being very friendly toward me—and that’s stood out the most.
With their top-notch customer service, the folks at the UPS store ultimately became allies for my mail delivery needs at a time when they could’ve been more difficult to work with than ever. While other companies responded to the pandemic by cutting back on customer support and limiting their services, UPS focused on making their customer experience better.
My encounters with UPS just go to show that despite the negative impacts a business faces—whether due to a global pandemic or simply because of day-to-day challenges—there’s always room to improve the customer experience. If the customer is happy, they’ll be loyal, and loyalty is an invaluable commodity in the business world.
So hats off to you, UPS, for earning another loyal customer!