{"id":4437,"date":"2017-08-22T13:00:33","date_gmt":"2017-08-22T13:00:33","guid":{"rendered":"https:\/\/live-alliance-virtual-office-blog.pantheonsite.io\/?p=4437"},"modified":"2026-04-14T12:53:54","modified_gmt":"2026-04-14T16:53:54","slug":"testing-testing-how-were-improving-mail-forwarding-standards-one-letter-at-a-time","status":"publish","type":"post","link":"https:\/\/www.alliancevirtualoffices.com\/virtual-office-blog\/testing-testing-how-were-improving-mail-forwarding-standards-one-letter-at-a-time\/","title":{"rendered":"Testing, Testing: How We\u2019re Improving Mail Forwarding Standards, One Letter at a Time"},"content":{"rendered":"\n

Alliance is in the service business, which means customer service isn\u2019t just a target on a business plan. It\u2019s in our blood. It\u2019s everything our business thrives on, and more. It runs through our people, our receptionists, our customer service representatives, our sales team, everyone. It\u2019s the thread that binds every aspect of our organization.<\/p>\n\n\n\n

Customer service is what we do.<\/h3>\n\n\n\n

Our goal is to make it easy for our clients to do business with Alliance, but that doesn\u2019t mean it\u2019s easy to uphold those standards.<\/span><\/p>\n\n\n\n

We\u2019re human, and we\u2019ve been around long enough to know that sometimes, processes break down. While we never stop striving to improve, occasionally standards slip and something goes wrong.<\/span><\/p>\n\n\n\n

Let\u2019s take our Mail Forwarding service as an example.<\/h3>\n\n\n\n

Lately, we\u2019ve been laser-focused on Mail Forwarding — and for good reason. It\u2019s a vital part of our virtual office package and without it, our clients don\u2019t get their mail on time.<\/span><\/p>\n\n\n\n

When a key part of your business service involves receiving and dispatching mail to your clients, it\u2019s absolutely integral that your client receives their mail on time, every time.<\/span><\/p>\n\n\n\n

If the service doesn\u2019t live up to expectations, if mail is received late or fails to turn up by the expected delivery date, we\u2019re the first to say that\u2019s absolutely unacceptable. It\u2019s not just a minor breakdown; it\u2019s a complete failure.<\/span><\/p>\n\n\n\n

Here\u2019s what we\u2019re doing about it.<\/h3>\n\n\n\n

Usually, the mail setup process for new clients is based on verbal and written confirmations between Alliance, our client, and the client\u2019s business center. We do a lot of legwork to make sure our client\u2019s mail gets from A to B to C. After all, that\u2019s the whole purpose of a mail forwarding service.<\/span><\/p>\n\n\n\n

Yet despite all the checks and ticked boxes, sometimes the system breaks down.<\/span><\/p>\n\n\n\n

We\u2019ve learned that verbal and written communications aren\u2019t enough. So, we\u2019ve implemented a rigorous testing procedure that checks the Mail Forwarding setup for every new client, from here on out.<\/span><\/p>\n\n\n\n