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Post offices removing clocks
Mar 3, 2007
One way (not) to fix a bad experience is to hope customers don't notice.
From Consumerist, US Postal Service Solves Long Waits By Removing Clocks:
This sounds like a joke, but it's being reported by the Houston Chronicle: The USPS is removing clocks from post offices in order to allow customers to better "focus on the postal service." "We want people to focus on postal service and not the clock," said Stephen Seewoester, Dallas spokesman for the U.S. Postal Service.
(thanks, bb)
So, instead of allowing customers to glance up at the wall to check the time, they now have to look at their watch or dig their cell phone out of their purse or pocket to see if they're running late.
Which activity does the postal service believe is more distracting?
I think the intent is to keep customers from being aware of how poor the service is; in other words, how long they have to wait.
Of course, just as the other commentor said, most people will still know via watches & cell phones. Hence, they will still be irritated.
Of course, the next logical step would be to lock the doors and let only one person in at a time, that way people can focus on the United States of America surrounding the postal service office. Everyone knows the US comes before the PS in the USPS.
I recently spent 45 minutes waiting in line at the post office next to a sign that said "Our goal is service in 5 minutes or less."
Another time I went in and there were three clerks free with no one in line. I couldn't believe my good fortune. When they found out I was in to pick up a package, they informed me that could only be done at the "Quick Service Window." I waited there for 20 minutes while the 3 clerks in the main lobby twiddled their thumbs.
Obviously an organization that tries to fix their problems with slogans and signs rather than service improvements.
They should just swap the clocks for mirrors ;)
http://www.asktog.com/basics/03Performance.html
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