As a Department Employee, I would like to share a small thought regarding Business Development at the Branch Post Office level.
At the ground level, BPMs, ABPMs and Postman staff are already handling their regular operational responsibilities. At times, Business Development may therefore feel like an additional workload to them.
At the same time, we have a good opportunity because these staff members are closely connected with the people in their villages and local areas.
Instead of treating Business Development only as a target-oriented activity, perhaps it could be made more practical, simple and customer-oriented.
A possible approach could be:
A small field-level Business Development activity may be organised from time to time, where the concerned staff get an opportunity to practically interact with customers.
For example, during a Door-to-Door visit, the customer can be approached very simply:
“Good morning Sir/Madam. We are from your local Post Office. We would like to introduce a few Post Office Savings and Postal Services that may be useful for you and your family.”
Based on the customer's requirement, the staff can briefly introduce:
MIS – For customers looking for regular monthly income
RD – For regular monthly savings
PPF – For long-term savings
SSY – For a girl child's future
PLI/RPLI – For insurance protection
Speed Post/Parcel – For business customers and regular senders
The important point is that BPMs/ABPMs need not be expected to learn everything only through instructions. A little practical demonstration and field interaction can help them understand how to approach a customer, how to start the conversation and how to identify a genuine requirement.
Once they gain confidence through a few practical interactions, the same approach can gradually be continued by them independently.
A simple working model could be:
Identify the Customer → Understand the Need → Explain the Suitable Service → Follow Up → Build a Relationship
This approach may also help address the feeling of additional workload, because Business Development can be integrated with the regular customer interaction already taking place at the BO/SO level.
For example:
A customer comes for an SB transaction → identify whether RD/PPF/MIS may be relevant.
A parent approaches for a child-related service → introduce SSY where applicable.
A shopkeeper regularly sends documents/parcels → introduce Speed Post/Parcel services.
In this way, Business Development becomes part of customer service rather than a completely separate activity.
Most importantly, BPMs, ABPMs and Postman staff can be encouraged through practical participation, appreciation and continuous guidance, rather than only through targets.
“Sometimes, showing how to approach a customer is more effective than simply telling someone to approach a customer.”
Our BPMs and ABPMs are the local face of India Post in their villages. With practical guidance, teamwork and encouragement, their existing connection with the public can be converted into stronger customer relationships and new business opportunities.
This is just a small thought from a Department Employee, shared with a positive intention towards strengthening our collective Business Development efforts.
Thank to
Shri . GALETI VENU
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