Neighborhood Focus
Worker goes postal, but in this case that’s a good thing
By Sophia Fischer
sfischer@theacorn.com

Brent Deckman

When customers walk into the post office, the last thing they expect is fast, friendly service.

But the Simi Valley Main Post Office on North Galena Avenue now has a secret weapon to fight customer dissatisfaction, and his name is Brent Deckman. As the official post office lobby director, it’s Deckman’s job to find out what customers need and to help them with their problems.

"I really try to take care of the customer, make them feel we’re in charge of the situation and can help them. It makes them feel good," said Deckman, who’s been on the job at Simi for the past two years. "We have a lot of competition now from Fed Ex and UPS, so we are trying to provide service."

The meet-and-greet service is all part of an effort to ease long lines at Southern California’s busiest post offices. Additional post offices are needed, but money is tight and acquiring the land for construction takes a long time, according to Terri Bouffiou, spokesperson for the Postal Service in Southern California.

MICHAEL COONS/Simi Valley Acorn CUSTOMER SERIVCE-Simi Valley post office worker Brent Deckman helps customer Yasin Humkar navigate the postal maze. Customers are surprised to find help in front of the counter.

"We need more post offices but that’s not in the cards. So we’re maximizing the use of the facilities we do have and using our best resources, which is our people," Bouffiou said.

Deckman is able to help customers complete non-monetary transactions, such as dispensing certified mail and parcels. He also assists with moving requests and vacation holds.

Deckman loves being able to help people and enjoys watching their reactions. He says it’s gratifying to know that the same customers who would have taken one look at the long lines and left dissatisfied, now choose to enter the post office without trepidation. His goal is to approach people within five minutes or less after they enter the building.

"Someone will come in and I’ll tell them,’I can help with that,’ and very quickly they’re done. They’ll say ‘Wow!’ because they see 30 people in line. It makes them feel special, like they’re king for a day," Deckman said.

Deckman will be getting some help soon in the form of a machine. The postal service is installing automated postal centers in some of the busier post offices. The Thousand Oaks branch had one installed in early May and the Simi branch will receive one at the end of June. Deckman will be responsible for directing people to the automated centers. Instead of waiting in line for a window clerk, customers can use the machines to purchase stamps and weigh and mail their packages. Bouffiou describes it as an ATM for the post office.

"The lobby director has to get people over to that machine. Otherwise it would sit in a corner and no one would use it because all of us are a little wary using technology, especially when it’s new," Bouffiou said.

Prior to his job in customer service, Deckman spent 16 years as a letter carrier. Work-related injuries forced him to retire for a year-and-a-half. He returned as lobby director, and in the beginning, it wasn’t easy.

"I felt like a fish out of water when I first started. There is no training for this job, you just have to find your way and I didn’t feel I had all the tools or the knowledge I needed to approach people," Deckman said. "Like any job, it took awhile to hone my niche." The lobby director concept originated in Southern California in the late 1980s, but the position has been filed only sporadically. It takes a certain kind of person to be a lobby director and not everyone can do it, Bouffiou points out. Having an outgoing personality is a must.

"Some people are very intimidated by going up to a customer and saying, ‘Can I help you?’ Most are used to being window clerks and having customers come up to them," Bouffiou said. "We don’t always have people willing to do this job."

Deckman says that while most people are receptive, some customers remain tough.

"There are always those one or two who no matter what you do— flowers, kisses and sunshine—you can’t please them," Deckman said.

Once, Deckman had to call the police. A man had come into the post office, walked right to the middle of the line and wouldn’t move. Deckman gave him two choices: Go to the back of the line or leave the building. When the man repeatedly refused, Deckman called for back-up. Police escorted the irritable man out of the building and gave him a ticket for disturbing the peace.

"People thanked me. They were very appreciative," Deckman said.

Customer reaction to Deckman has been mostly positive, adds Sue Morris, officer in charge at the Simi post office.

"Customers I’ve talked to are amazed by the lack of a line," Morris said. "There’s been a definite improvement and customers say they can really see a difference." Deckman has found that sometimes his presence alone is enough for some customers.

"I’ll smile and say hello and just let them know I’m there."