Trust is key

Customers will go elsewhere if Royal Mail is unable to deliver.

That’s the warning from sales director Royal Mail Parcels, Jon Nicholson, who has emphasised how trust is such a huge part of the customer relationship at Royal Mail.

‘Customers really like Royal Mail,’ said Jon. ‘They believe in what we do and they’re confident when they book their deliveries with us. But more importantly, our customers’ customers are big fans of Royal Mail. They know their local postman or woman and they have real trust and confidence when they know it’s us delivering.

‘If customers start to worry that we won’t deliver, quite simply, what they’ll do is they’ll switch that traffic to one of our competitors that can deliver for them. Our competitors have been catching up for quite a long time. And because most of our customers have a quick outlet to switch traffic to one of our competitors quite easily due to advances in shipping technology, then we’ll simply see that traffic moving away.’

Watch the video above to hear Jon explain how our competitors are mobilising to sign customers into one or two-year contracts. This means that any traffic we do lose, arguably, isn’t for the short-term, i.e one or two days, or one or two weeks, it’s potentially for one or two years before we can get that traffic back.