Thinking for yourself is the key

Mr Merdzic, you’ve been working in parcel delivery for years. What does service quality mean for you?

Well, first of all of course that the right parcel gets to the right person on time. You need a good memory for that: I know every house number, every letter box and many of our customers personally by name. I know exactly who’s at home and which neighbours I can deliver something to. This is one of the things that explains the very good first-time delivery rate of 90 percent for parcels.

That calls for a good deal of knowledge and experience.

Yes, definitely! And it’s just as important to know all the services, provide information competently and remain friendly at all times: for example, if someone gets annoyed because I won’t hand over a parcel with the “Personal delivery” value-added service to a different person.

What else is part of good service?

A well-groomed appearance goes without saying. For me, the friendly smile happens all by itself when someone opens the door and starts beaming because their new smartphone or some other exciting parcel has arrived. Making other people happy makes me happy.