Al begins by saying “Well, if you have to go to law school, I sure hate to see you leave you the state,” as he copies the address from the envelop to the shipping label. I muttered something about upstate New York while trying to figure out why the UPS guy cared where I went to Law School or what state I resided in. I paid the amount due, collected my receipt and tracking number, and was quickly on my way.
A few weeks ago, we needed to send in our financial aid award letter. I figured there were two guys behind the counter before, so I had 50/50 chance of getting someone other than Al. Unfortunately, luck was not with me that day.
"So did you get in?" Al asked after glancing at the address on the envelop.
"Uh, yeah, I did."
"Hey, that's great. Congratulations!" He says holding up his left hand. I touched the outstretched hand as quickly as possible while thinking, “Who the hell is this guy?”
"Well, I sure hate to lose you, but if you have to go I guess you have to go."
"Yup."
"Just be sure you come back after you get that degree."
"Ah, well, we'll see." By this time any normal person would've been able to tell how uncomfortable this whole ordeal was making me, but not Al.
"Well, come back and say goodbye before you leave."
"I'll be damned if I ever set foot in this freaking store again" I thought as I practically ran out the door. I hope FedEx appreciates the extra business.
Al repeated how much he hated to see me going out of state, urged me to come back after I had my degree, and asked me to come back and say good-bye before I left. I think I just about ran out the door to my car.
This failed attempt to bring a “personal touch” to customer service was, in reality, level jumping on the customer/merchant relationship. I’ve worked at my current job for eight years and I’ve shipped items via that UPS store twice. So what, exactly, is Al going to miss? Is it the 80 cents a year I brought to the store? Is it the witty repartee we always enjoyed? The whole thing was just creepy and I vowed never to return to that UPS Store. I hope FedEx appreciates the extra business.