February, 2012

In the excitement over the latest fashions and dining adventures, the voice we often do not hear is the quiet ways in which services, and those who provide them, can be the real superstars.

Unparalleled convenience, knowing who your customer is and what they need, perhaps before they themselves know...These would be empty words many places, but once you enter the door of The UPS Store at North Hills you will discover genuine warmth and caring that takes you by surprise in this electronics-obsessed world of ours.

Meet Charles Binanay, Manager, The UPS Store at North Hills

Those who know Charles will light up when you ask, eager to talk about his graciousness, and the many ways he will take the time to discuss what you need and offer a variety of options, so personal, and always the answer is yes, make that yes with a smile.  Caring, trust, integrity… These are the words that came up again and again talking with customers to describe their experiences.

Wait a minute… We are talking about shipping a box aren’t we?  Or are we outside the box?  For Charles, every package and service rendered has a story behind it.  It’s not just a box going from A to B, but somebody’s craft, or notes, or a book that is sentimental, it is a way of communicating, and Charles knows he is a part of something, facilitating communication that matters, so it is not just a box and he is not just standing at a counter.

With so many accolades for Charles, it would be easy to dismiss this as the story of one extraordinary individual, but if you go deeper, you will find the owner and the entire team work hard to never have to say no to a customer’s needs.

More than a box?   Indeed!  The list includes interior decorators who entrust handcrafted wreaths that arrive with not even a ribbon out of place, a place you can email closing documents while meeting over coffee knowing they will be printed and waiting for you when you arrive, boxing and shipping a carpet so oversized it requires 4 people to carry it, ensuring wedding dresses and bridesmaid dresses make their way around the country, custom crating furniture, even fragile antiques, lending a hand in packing china just to make it easier for the customer who needed it shipped.

Unsung heroes.  And cliché though it may be, a breath of fresh air, one that helps us all breathe a little easier as we get through our day.