Focus on delivering a good service (From Gazette Series)

Focus on delivering a good service

SIR - My reason for initiating the article (Gazette, February 13) by Julia Causton was to highlight a sudden and drastic change in the mail delivery times that were caused, according to reliable inside information, by the postmen being held back from delivering mail at the usual time (0930-1030).

This change happened when the Royal Mail were introducing an early pick-up time from the sorting office for a far from small charge.

The questions that need to be asked are: "Is the Royal Mail in the business of delivering mail?" Yes or no? "Do they want to continue in that business?" Yes or no?

If the answer is yes to both questions then they need to be focused on customer satisfaction and not in making fun of customers who complain when there is a sudden and dramatic change in the service.

In my own business career I have found that it is essential to generate good relations with all one's customers and also that you are only as good as the last job you did.

May I also be allowed to answer the nameless correspondent concerning my working times? During my service with the Royal Navy I was away from home for anything up to 18 months at a time. Apart from my time at R A Lister, I have had to travel a great deal to obtain work and on many occasions have had only weekends at home. And to me 0430 is rather late for getting up for work.

Peter Russell-Yarde, Orchard Leaze, Cam