I thought I’d seen it all until while driving my kids to the doctor, I saw a new store called, Goin’ Postal. Can you believe it? Goin’ Postal, that derogatory term that arose from disgruntled and sometimes ill people who charged into a post office shooting people. Dead. I know people have used the term since then to be funny. But a store? A franchise to boot. Really?
That’s it, I thought. I’m not going to stay quiet this time. So I went to their web site to investigate a little bit.
Then I wrote a letter (e-mail). This is what I wrote:
I was just visiting your company web site and was heartened to see your emphasis on family and good customer service. So I'm wondering about the story behind the name of your company. What made you choose "Goin' Postal" over other options? Have you had any negative feedback due to the term's origins?
I first got an automated reply: “This email is an automatic reply. We'll reply with a more personal email soon.” It included details on where to get information in the meantime and about how important franchisees are (in case the reader is a current or potential franchisee).
Then I got an email from the vice president saying she was unavailable and would respond to e-mails on xyz dates. She included how she would prioritize which e-mails would be dealt with first. I found that quite thoughtful and transparent. Here’s her priority list:
(1) emails from franchisees' company email addresses
(2) ad approvals
(3) sign approvals
(4) requests for press releases
(5) requests for vendor approvals
(6) exams for grading
(7) continuing education emails
(8) questions from potential franchisees
(9) all other types of emails
But I was still waiting for a reply to my questions. Stay tuned for Part II for a surprise.