POST OFFICE, NEW ADVISORY COUNCIL WORK TOWARD BETTER SERVICE

Complaints have dogged the post office in Cape Girardeau for many years. Many customers -- both business and residential -- feel the agency has not been responsive to customer needs. Enter a new Postal Customer Advisory Council.

This customer-driven group has already made an impact in just three months. Its success demonstrates a changing attitude on the part of the postal service, one that comes from the top. Postmaster Marvin Runyon is a former businessman who wants to put "service" back in the postal service.

Now that's the kind of attitude we wish more agencies would embrace.

Larry Shafer, an account representative with the Cape Girardeau Post Office, is co-chairing the committee. He feels the postal service is now focusing on customer service and satisfaction to ensure people receive the service they deserve -- just as any other business might do.

A nice thought, but it appears this committee may actually help the post office move closer to accomplishing its goals.

Post office representatives are well aware that their image has been tarnished over past service problems.

Co-chairing the committee is Cape Girardeau businessman Richard Behring. He's the first to admit that he's had past complaints with post office service. But he feels confident the agency is receptive to improvement. Other council members represent a cross section of the community -- teacher, homemaker, business professional, civic leaders as well as a representative of both the post office and processing center. Membership remains open, and application forms are available at the post office. This new advisory council is part of a nationwide program, which was recently expanded to Cape Girardeau.

Already the council has helped to change the time of key mailbox collections. Early collections have long been a concern of many business people. Following a study of mail flow, times were adjusted.

Behring feels the post office has come to the table in good faith -- bringing a commendable attitude and a list of ideas and complaints received over time. He invites area residents to forward their suggestions or complaints by phone, letter or fax directly to the committee, in care of the post office.

Another common complaint at the post office has been long lines at the windows. This problem may also soon be remedied. Two new workers are being trained as window clerks, and should be on the job soon. Shafer said the personnel shortage was really part of national postal department downsizing and hiring freeze. A major restructuring eliminated 47,000 postal jobs over the past year.

While this committee has real potential, we must realize this is the federal government we're dealing with. As such, not all decisions are made locally. A common complaint stems from lack of parking. But the post office is landlocked. Expansion would mean acquiring additional property or opening a second office -- and that's a decision that likely would be made up the ladder and out of town. Still, the council may work to spread the word that a local merchant is needed to provide post office services during extended hours.

We applaud the post office for initiating this advisory council, and hope that it remains customer-driven. We encourage council members to keep the public abreast of any changes. A more business-like atmosphere on the part of the postal service -- and a lot of other government agencies -- would certainly be welcomed.