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Managing Your Mail Services Center. The Mail Center Is Critical. Three pipelines for information within your organization 1: Computer Network 2: Telephone Communications 3: Mail Services Operations. Lack of knowledge by senior management
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The Mail Center Is Critical • Three pipelines for information within your organization • 1: Computer Network • 2: Telephone Communications • 3: Mail Services Operations
Lack of knowledge by senior management Most senior leaders in an organization do not understand all that is involved with the mailing business This can lead to many organizations spending more money then necessary on postage for their mailing needs The Number One Challenge Faced by Most Mail Operation Managers
Do the internal customers in your organization understand the difference between First Class and Standard Mail Do the internal customers in your organization Use Fed Ex and other overnight services when they could be using the USPS the cost savings here can be quite substantial Do the internal customers in your organization use BRM or CRM instead of premetered return envelopes Education is the difference between a adequate Mail Center and an outstanding one!
How Do I Educate Myself in the Specialized Industry of Mail • Start by joining your local PCC and taking advantage of all the educational sessions it offers. • Place some letters after your name • MQC Certification • EMCM Certification • CMDSM Certification
Project a Professional Image of Your Mail Center • Although your organizations core service is not your primary purpose be aware of it and how your operation impacts it • Special rules and regulations governing your industry • High priority incoming items such as checks
Project a Professional Image of Your Mail Center • Remember appearance can mean a lot • Neatly dressed well groomed employees • Mail carts that do not squeak or squeal • Well organized work areas • Courteous and helpful staff
Ending the Vicious Cycle of “Loop Mail” • What is “Loop Mail” • Mail that is distributed to a particular unit within your organization then returned by that unit just to be sent back to them again • Request that mail being returned due to being misrouted bear some type of mark to designate this • Exhaust all tools at your disposal to determine where this mailpiece belongs • Do not just continue to return the mailpiece over and over escalate this to a member of the management team
Undeliverable Mail • One of the largest wastes of money in most organizations is UAA mail • Be proactive recommend to your internal customers that they use address hygiene services to ensure the integrity of their mailing lists • Quality control your mailpieces before you apply postage • Be aware of the units within your organization that repeatedly get mail returned and communicate with these units to minimize the amount of returned mail they are getting back
Communication is a Key to Success • Inform your customers of changing USPS rules and regulations • Be visible to your customers • Educate your staff • Inform your customers of all their mailing options and the pros and cons of each
Motivating Your Staff The Heart and Soul of Your Operation
Common Myths About Employee Motivation • Myth 1- I can motivate people • Not really – You cant motivate or empower employees they must motivate and empower themselves. What you can do is set up an environment that promotes motivation and empowerment • Myth 2 – Money is a good motivator • Not really – Certain things like money or a nice office can help people from becoming less motivated but often don’t help people to become more motivated
Common Myths About Employee Motivation • Myth 3 – Fear is a good motivator • Fear is a great motivator for a short time but only yields short term effects • Myth 4 – Increased job satisfaction means increased job performance • Research shows that this is not necessarily true. Increased job satisfaction does not always mean increased performance. If the goals of the organization are not aligned with the goals of the employees, then the employees are not effectively working towards the mission of the organization.
Know Your Staff • Every member of your staff is an individual and is motivated by different means • Know each persons individual goals as well as the team goals • Create a career development plan for each member of your staff tailored to their specific strengths and weaknesses • Hold one on one sessions with each staff member to better identify how to assist in their development
Recognize Your Top Performers • Either publicly or privately recognize your employees when they do something outstanding • Be sure that your employees see the compliments and comments they receive from your customers • Display awards and certifications achieved by your employees in your mail center • Never underestimate the value of a “thank you” or “you did a great job on that”
Ways to Motivate Besides $$$$$ • Involve your staff in the business • Develop an awards and recognition program • Use policies and procedures do not just rely on good faith • When giving feedback always follow anything negative with a suggestion for ways of improving
