I am a 14 year employee of the Postal Service, so I have been around the block many, many times. It is true that the vast majority of window clerks I have encountered both as an employee and as a customer are rude, lazy, and surly…and I have a theory on why they are.
Postal work is mind-numbingly, soul-crushingly boring and repetitious. On an average night you come in to find 50,000 (or more) letters to be sorted and dispatched by the end of your shift. Repeat the next night…and the next…ad nauseum.
Add to that the fact that postal management has a reputation of…er, not playing well with others. They can range anywhere from, at best, inept, to, at worst, downright abusive.
There are also virtually no bonuses, merit pay, or other incentives to do one’s job efficiently or accurately. On the flip side, there are rarely, if ever, consequences for laziness or incompetence.
Finally, when a job opens up, all interested employees bid on it during a periodic bid cycle. The job is then awarded strictly on a seniority basis. Window clerk jobs are one of the few clerk jobs in the PO where the hours roughly approximate “real people” hours (most clerk jobs are on the night shift). This and the fact that most window clerk jobs are at substations (ie not at a GPO) make these jobs very desirable within the PO.
Consequently, window clerk bids normally go to clerks with at least 20 years of service (in the ghetto) and up to 30-35 years (in the nicer ‘burbs).
So, in essence, my theory is that the average surly window clerk is a product of 20-plus years of being a cog in the postal machine.
I am by no means trying to excuse their behavior; rather I am trying to open a window into the PO so you understand how they got that way.
A cautionary tale, if you will.