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Letter Perfect By Jeff Riddell, Vice President Make no mistake about it: Window Clerks will be disciplined as a result of unacceptable internal mystery shopper's scores. Miss a question, you can expect discipline. Greet a customer with a not and smile, you can expect to be disciplined. Window Clerk's uniform is not "picture perfect," expect to be disciplined. Management cites failure to follow instructions as the charge, yet the Manager of Labor Relations Policies and Programs, in Washington DC, states that a standardized sales skills process was implemented. This is the PS 4000-B. Ti calls for independent personal observations of the Window Clerk by their supervisor. The process calls for coaching if deficiencies exist. It calls for a reward program for those who do well. Each Window Clerk is supposed to be observed at least once a month. A record of that observation is to be kept for 2 years. This same letter states emphatically that "several initiatives have arisen. . . that emulate the Mystery Shopper Program. Once again, discipline should not be the focus of these programs, and they should not be used as a method of intimidation. The focus of these local initiatives should concentrate on encouraging positive behaviors." It seems to me that the failure to follow instructions begins with management's policy of the 4000-B. They are saying that employee does what he is supposed to when he knows he is being watched. That does not change the directive. By not doing it, they are not following the instructions. We are held to a higher standard than any other craft. Have you ever noticed the appearance of some carriers (both city and rural) as they leave for, or come back from, the street? How many delivery complaints do you get a day at the window? Or customers calling to say a delivery employee was not friendly? It is the Window Clerk who has to be letter perfect, all day, ever day, or else. . . |
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