- Inflexible hours (I had to return a second time because they closed right in front of my face the first time.)
- Lack of convenient "extras" (they threatened to charge me $2 for tape to package my box, so I had to go home to package it and return a third time).
- Unpleasant attitude from workers in general.
In contrast, I recently took another package to a location in San Mateo. I went prepared with both my own tape and scissors, having learned my lesson from the other location. When I arrived, close to closing time, I was immediately greeted by a kindly middle-aged man (looked like the owner of the franchise) who called me "my dear." Sitting right there on the counter were no less than three different kinds of packing tape, all complimentary, with convenient dispensers that required no scissors at all.
As I was painstakingly packing my box, the man offered several times to help me with it. I politely insisted on packing it myself (using quite a bit of their tape). They did not complain that they were about to close (the delivery guy good-naturedly joked that he was paid by the hour, not by the box, or something suggesting that he didn't mind waiting a few minutes extra so I could get my box sent in time). And in general, they were simply pleasant and lovely and sent me away with a smile on my face.
When I told the man how much better this experience had been compared to the Burlingame location, he shook his head and said, "Some people just try to nickel and dime the customers," as if it were the most pointless, nonsensical thing in the world. I couldn't agree more.
Needless to say, I know where I'm taking my packages when they need expedited delivery. Moral of the story: Don't nickel-and-dime your customers. Invest in a great user experience!