Nice idea - poor execution

I received a phone call from Australia Post this morning. My first thoughts ran to "I wonder why Australia Post is calling me". Initially I thought maybe it was a job prospect as I have been seeking out new clients of late. But no it wasn't that.

The caller had a heavy accent and very poor communication skills. It took 3 goes to communicate that an express post letter had been delivered to my post box. It then took a little longer to explain why I was being called with this fairly ordinary piece of information. Apparently it's a new service Aust Post is offering to box holders.

I would imagine that most people who have a post box would check it reasonably regularly or else they don't place a particularly high value on what gets delivered to it. Which leads me to question whether this new service is actually in response to a customer need or just something marketing dreamed up.

In the scheme of things it might be a nice little caring value-add but if you are going to execute it so badly surely all you will achieve is customer annoyance.

Personally I would prefer Australia Post concentrated on their existing services before poorly implementing new ones - like actually delivering my parcels rather than putting a card in my letterbox without attempting to find out if I'm at home.