Sales, Services Distribution Associate
Service With a Smile
I have seen many changes at the U.S. Postal Service since I joined more than three decades ago. When I started, there was much more manual processing, and the equipment we use today has changed dramatically. But throughout it all, the Postal Service has held on to its belief that customer service is our distinguishing feature, and that commitment to our community has made my career enjoyable and rewarding.
My first job was in 1993 as a temporary peak season employee. Back then, you’d work for 20 or 30 days, often at night as I did, and postmasters, if they liked your work, would offer you a position. I’ll never forget meeting my first postmaster, who saw how hard I worked, offered me a job, shook my hand and had me fill out paperwork right there in his office. That handshake marked the beginning of my postal career.
I took the job seriously. I studied hard for postal exams, using USPS books from the 1970s at the library. Back then, much of the job was more manual in nature, unlike today, and many mail processing machines back then needed manual input to work properly. So, I practiced using my mom’s adding machine to type numbers from a thick phone book to sharpen my skills. It was tough, but the high scores and the great job made the effort worthwhile.
Over the years, I moved between stations, learned new routes and took on different roles. Eventually, I settled at the Harry S. Truman Post Office, where I am now proud to serve as the most senior Sales, Services Distribution Associate in Independence, MO. My seniority is important to me. It’s not just about years, it’s about experience, leadership and the ability to help others.
My days start around 6:15 a.m. I handle parcels, letters and flats, making sure everything is ready for our carriers. I open the station, greet customers and work until closing. I enjoy what I do. People call me “Smiley” because I try to make every interaction positive. I believe it’s not just what you say, but how you say it, that makes the difference.
Going the extra mile is a big part of how I judge success. I’ve helped senior citizens retrieve dropped checks, corrected incomplete forms and taught kids how to mail their first packages. Sometimes it’s adding tape to a package or suggesting the Certified Mail® service for peace of mind. These acts, big and small, build trust and make our Post Office a welcoming and productive part of our community.
This focus on our customers is what sets the Postal Service apart. I compare it to being a cook: if I put my heart into preparing the best meal, you’ll taste the difference. When you love what you do, serving others becomes natural. And at the end of the day, we’re still the only service that literally goes house to house. The Postal Service is part of every community.
I love helping colleagues get as much out of their USPS careers as I do. As a mentor, I teach them the difference between a job and a career. I want the next generation to see that striving for greatness isn’t just about personal success; it’s about lifting others along the way.
I also tell them that a job is something you can get anywhere, but a career is something you nurture, like a garden. If you take care of it, it will take care of you. Thanks to the Postal Service, I’ve built a home, raised a family, enjoyed vacations and created a life I’m proud of.
For me, the Postal Service is more than a workplace. My colleagues and customers are family, people that I have built a relationship with, whether it’s been over many years or just this morning.
We’re not just about moving mail. The Postal Service is about serving the people in our communities. And if I can do that and put a smile on someone’s face while doing it, I know I am doing my job the best way I can.
Frederic Burns
Sales, Services Distribution Associate