A moving story

We’ve had three Post Office branches in Crewe across three generations of the family. My last branch, Hungerford Road, was being remodelled as a Local and I made the difficult decision to move on to a new branch.

There were a lot of ties with Hungerford Road as my dad Neville had run it since 1977. I took over the reins in 1996. We won the national Best Post Office award in 2006 and dad was really proud – he’d come close to winning it a few times.

Dad had cancer for eight years and was very ill when the crew came to film. But Hungerford Road was really his branch, so I wanted him to be involved.

The documentary marked the end of an era – for Hungerford Road and because dad passed away shortly after he was filmed.

At Hungerford Road, the crew filmed the final day of business in November and the office being locked up for the last time.

They filmed us opening up on the first day at my new branch, North Street. We had 10 weeks there before it was modernised. The programme will really show the difference modernisation makes.

We reopened in April and customers’ perception of the branch has completely changed. People are still coming in and saying “Wow!” four months on.

The open plan layout is so much better. We couldn’t have had the conversations we’re having with customers now in the old layout.

I’m loving it in North Street. I came in with a view to making sales and performance my top priority. Previously the branch hadn’t been reaching its full potential.

Both staff came with me from Hungerford Road. They’re fantastic. But we’re so busy I’m looking to hire more people. There just aren’t enough hours in the day!

We’ve focused on HomePhone and now travel products. A lot of people don’t know we sell travel products so they are surprised what they can get here. We’ve done a fair few Travel Money Cards. If people come in for a passport form we’ll tell them about Passport Check and Send and I’ve also got a photo booth – it’s a one-stop shop.

I was also filmed at a customer relations manager training session as that’s part of my role.

Being filmed was something new for me. It took a bit of getting used to, but I didn’t notice the cameras were there in the end. I’m glad I did it, and dad’s involvement made the experience even more special.

 

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