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

The Number One Challenge Faced by Most Mail Operation Managers

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

Education is the difference between a adequate Mail Center and an outstanding one!

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

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.

Motivating Your Staff Starts with Motivating Yourself

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

Managing Four Generations

Four Generations of Work Traits

Thank You for Coming and have a Great Day!