Thanks a bunch!

It had been a busy day at Farnborough Delivery Office when postwoman of 21 years, Kim Ives, was asked to find a parcel for a customer.

‘I’d been on the counter by myself all day, and it was non-stop,’ said Kim. ‘It was four deep at the counter and, by the end of the shift, I started to get “parcel fatigue” and was struggling to tell one from the other.

‘One customer had arrived to collect an important item for her daughter and was really keen to pick it up. I was looking and looking but I just couldn’t find it. I kept the customer informed though and kept apologising.’

Eventually, Kim found the package – tucked away behind the shelving, which was the same colour as its wrapping. Kim handed it over to the grateful customer, but at the end of the shift she felt she needed to do more.

‘I felt guilty and I wanted to say sorry,’ she said. ‘So, after my shift, I popped round to her house with a bunch of flowers – the customer was so happy.’

Kim outlined the importance of great customer service. ‘Looking after our customers is crucial, she added. ‘Generally, if you’re friendly and professional, then customers are too.’

Kim has received flowers herself for helping a customer find a special Christmas card during a festive shift – proving that, when it comes to good deeds, what goes around comes around.

In this case, the appreciative customer left the following message: ‘I have never been so touched. Kim is clearly passionate and conscientious about her role within Royal Mail and to go out of her way to buy flowers and deliver them in person with the biggest apology says so much. What an amazing employee you have there!’

‘It’s wonderful to be recognised in this way,’ said Kim. ‘It makes me feel very touched.’