The Post Office has to try to sell its products to survive

Nov 5 2009

I WAS very concerned to read the letters in a number of North Wales publications, including the North Wales Weekly News from customers who resent being given sales information at Llandudno’s Crown Post Office branch.

It is obviously a matter which irritates some of our customers, although not all of them by any means.

Indeed, at least one of the correspondents does seem to understand why we do it. The fact is that the social function provided by our network of Post Offices costs the taxpayer more and more each year. Selling very good value products to our customers not only provides them with valuable services, but it also goes a long way to help to pay for the network.

We operate in a fiercely competitive marketplace and it is vitally important in terms of both good customer service and the financial viability of our business, as well as that of our many subpostmasters, that we make customers aware of the wide range of products and services we offer.

If we don’t, our customers may go elsewhere.

We believe that the Post Office brand provides customers access to an unparalleled range of excellent products, which also represent good value for money.

We let customers know what is available through a number of different channels such as media and on-line advertising; the Post Office website; and direct sales centres. With a UK Post Office branch network of around 12,000 branches serving many thousands of customers each day, talking to customers in Post Office branches plays an important part in raising awareness of our service offer and to ensure that we continue to meet the changing needs of our customers.

Whilst customer advisors may ask a simple question during a transaction, for example if a customer is purchasing foreign currency they could be asked if they have travel insurance, if the customer indicates they are not interested that is the end of the matter.

If, however, a customer would like to know more our trained advisors can provide further details which helps the customer to make an informed choice when selecting a product or service that best meets their needs.

Helping customers in this way is just good customer service and indeed research shows that many customers like people taking the time to explain products to them.

My colleagues at Llandudno want to play their part in developing a sustainable network of Post Offices. If they are occasionally too enthusiastic for some of our customers, then I apologise.

But I would ask those who are not happy to be informed about our services and would like us to withdraw from such commercial activity, to appreciate that this could commit Post Office Limited to a long decline, even demise.

This may be particularly so as the UK Government becomes less willing to support a service whose costs may only grow with time.

Huw Roberts

Director Welsh Affairs,

Royal Mail Group