Retail Lobby Observation
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1
2United States Postal Service ®
FY
Date Observed
Month
Retail Lobby Observation
The purpose of a lobby observation is to review the total retail facility. This form may be completed by local, district, area, or
headquarters managers. Retain for two years. Complete this form at least once every month.
Office Name
Postmaster/Manager Name
District
Reviewer Name
Date
Y
N
N/A
Comments
No.
Checklist
Addressed
Operational Efficiency (1-3)
1.
Did you wait in line five (5) minutes or less?
If "No," how long did you wait? ___________________________
__________
How many service counters were open? ________
2.
Did vending machines appear to be in proper working order?
3.
Were all vending machines fully stocked with no "Sold Out"
signs? (All slots must have been full and not have required ex-
act change.)
Hazmat (4)
4.
Did the employee follow the standard procedure to determine
if item accepted meets HAZMAT regulations?
Sales/Skills/Product Knowledge (5-13)
5.
Did the employee ask when the item needed to arrive OR offer
Express Mail ® or Priority Mail ® Services, AND state service standards?
6.
Specify class(es) of mail offered:
Express Mail
Priority Mail
Other: _____________
7.
Did the employee offer the correct class of mail?
8.
Did the employee explain any features of the recommended
class of mail?
9.
Did the employee offer any special services?
10.
If "Yes," specify the services offered:
™
Signature Confirmation
Certified Mail
Proof of
Mailing
Insured Mail
Other: _____________
Return Receipt
Delivery Confirmation™
Did the employee explain or offer to explain any features of the
11.
recommended special services?
12. Did the employee suggest an additional item to the purchaser?
Specify additional items offered:
13.
Courtesy and Professionalism (14-19)
14.
Did the employee pleasantly greet the customer when the cus-
tomer reached the counter?
15.
Was the employee wearing the complete uniform?
16.
Did the employee end the transaction in a pleasant manner?
If "No," what was said (Specify): ___________________
17.
Did the employee pay attention to the customer during
the entire transaction?
18.
Did the employee(s) serving other customers appear to interact
in a pleasant and courteous manner?
19.
Was the interior (including counters, floors, walls, windows, ceil-
ing) neat, clean and well-maintained, and trash cans not over-
flowing?
Retail Products and Services (20-21)
20.
Check the items that were NOT available in the lobby:
Certified Mail Forms
Express Mail Envelopes
Insured Mail Forms
International Supplies
Delivery Confirmation Labels
Signature Confirmation
Labels
Domestic Return Receipt
Priority Mail Envelopes
Other:
21
Were packaging supplies displayed and professionally labeled?
Facility (22-24)
22.
Was the exterior (including doors, landscaping, etc.) neat,
clean and well maintained?
23.
Were all signs professionally lettered and properly posted?
24.
Was the employee workstation neat and clean?
4000-A,
PS Form
January 2004 (Page 1 of 2)
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