Post Office strategy for increasing customer satisfaction (might be tried in Iraq): remove the clocks

FORT WORTH, Texas (AP) – The missing clock didn’t stop postal customer Al Cunningham from noticing the amount of time spent waiting for service. “It’s always long here,” said Cunningham, 49, an insurance adjuster and former postal employee who was standing in line at the Watson Post Office in Fort Worth.The Watson Post Office is one of the nation’s 37,000 post offices in which clocks have been removed from retail areas as part of a “retail standardization program” launched last year. The effort is designed to give the public-service areas a more uniform appearance, the Fort Worth Star-Telegram reported in Thursday editions.”We want people to focus on postal service and not the clock,” said Stephen Seewoester, Dallas spokesman for the U.S. Postal Service.

At the Fort Worth post office, the hook that once held up the small battery-powered clock now protrudes from a plaster wall. The clock was taken down months ago.

A customer-service expert at Texas A”M University was not impressed with the decision to take down the timepieces.

“It’s silly,” said Leonard Berry, holder of the M.B. Zale Chair in Retail and Marketing Leadership. “I guess they think people don’t have watches.”

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