This was Direct Marketing at its finest. A TNT contact person received a phone call advising her of an express delivery in her name. An hour later, a ‘Rapp Collins courier’ personally presented her with an envelope and a pre-personalised free waybill that she could use to order ‘express services’ from Rapp Collins. The waybill listed the most important services and benefits she would be able to take advantage of. The envelope also contained a USB stick outlining cases Rapp Collins had worked on that had relevance to TNT’s business.