Make peak prep personal to earn return customers
Posted October 2026
Before you know it, your store will be buzzing with holiday shippers. Getting ready now can make all the difference. Just ask Damaris Silvestre and her daughter, Cristina Panting, who own and operate Stop & Mail in Melbourne, Florida. Their peak season strategy pairs smart preparation with something you can’t order by the case: personal service.
Put stronger connections on your holiday checklist
A successful shipping store does more than move packages.
“I build rapport by greeting customers warmly and actively listening to their needs,” Cristina said. “Rapport isn’t built in one interaction. It’s about consistency, reliability, and showing that you genuinely care about their experience.”
That approach has made Cristina a familiar face to regulars.
“Cristina knows their names, mailbox numbers, and what they need before they ask!” Damaris said.
Even a simple drop off can be the start of a new customer relationship. Damaris says many people discover the store for the first time when sending a package.
Listen first. Then find the solution.
When lines get long, moving quickly matters. But that doesn’t mean rushing your customers.
Cristina recalls taking some extra time with a customer who had lost a family member.
“She needed to scan and upload important documents to a web portal,” Cristina explained. “But she wasn’t sure how. I walked her through the process step by step. Since then, she’s become one of my regulars and always tells me she’ll never go anywhere else.”
Take baby steps before the big crowds
Peak efficiency doesn’t always require a complete overhaul. Start with the basics: Check your inventory and make sure you have enough boxes, tape, and cushioning materials in stock for the season.
Then, take a fresh look at your store. How can you improve your operations? For example, Damaris added a second point-of-sale terminal to streamline transactions and drop offs. She also takes the time to enter customers’ information into their store system to speed up future transactions.
Give holiday shippers a reason to become regulars
Peak season brings more packages, but the real opportunity is the person carrying them. Prepare early, anticipate needs, and ask the right questions. Try to make every interaction personal—even when there’s a line. Follow these quick steps for holiday success.
Head to FASCnet.com to order holiday posters. You’ll also find ready-to-share social content to promote your services.
Sign up for service alerts to stay informed about weather and other potential disruptions.
Display the required dangerous goods card.
Join FedEx Rewards if you haven’t already. The program rewards you for the shipping you’re already doing.
Check your inventory. Stock up on supplies like boxes and packing materials.
Get your FASC holiday-ready with our 2026 checklist covering packing, shipping, marketing, store operations, and more.
Bookmark essential FedEx resources, including:
- Important contacts for FASC support
- Holiday shipping guidance for businesses
- Last days to ship to help customers plan deliveries
Keep your payouts on track. Don’t guess when and what your next payout will be. Follow these tips and use our quick-reference guide. Need more support? Email retailsupport@fedex.com or call 1.800.496.9310 (option 3).