Ravey had made several unsuccessful attempts to send a package to her son through another postal franchise, which, she says, didn't know how to do it and "generally just wasn't helpful."

Balwant and Rita Ramakabir, owners of the Postal Annex at The Oaks, were more than willing to help. "Balwant and Rita have been a blessing to me," Ravey says. "Oftentimes I've come there in tears with bags of goodies for my son, which he shares with his fellow Marines. Balwant and Rita always go out of their way to carefully wrap and box the items. At Christmas they meticulously packaged everything, including his childhood stocking, and it all arrived safely."

The Ramakabirs have stored Guy's address in their computer so the Raveys' friends and family can drop off packages and feel confident they will reach their destination. Guy is aboard the U.S.S. Constellation, which sailed for Iraq on Nov. 2, 2002 and is now slowly heading home. "Having his address stored at the Postal Annex ensures he gets what we send."

The Ramakabirs' great customer service comes so naturally to them they are sometimes puzzled at their customers' reactions. When Balwant went out to the curb to notarize a document and take fingerprints from a man who couldn't get out of his car, he was surprised at how grateful the man's wife was.

The Ramakabirs, who met in Boston, come from similar backgrounds. Both were born in Africa and moved to England with their parents. Rita completed high school in England and came to the United States to attend college. Balwant graduated from the University of London and landed a job as a software developer for the Bank of Boston. The couple, who were introduced through their families, have been married 16 years and have two boys, ages eight and 10.

Balwant eventually left the bank and became a self-employed computer consultant. His client base prompted the couple's move to the Bay Area. In the mid-1990s, desiring a life outside of the fast-paced high-tech world, Balwant began investigating alternative industries. "I wanted to remain self-employed, and, after looking at several options, decided on a Postal Annex franchise because it offered normal business hours and we could interact directly with our customers," Balwant says.

The couple lives in Saratoga but chose to open their business in Cupertino because of the great location in The Oaks shopping center and the diversity of the city. "We have opportunities to meet individuals from all over the world and learn about different cultures and countries," Rita says.

The Ramakabirs have noticed a decrease in business as a result of the economic downturn but feel fortunate to have a solid customer base and a number of small-business accounts. The kindness they show customers is paying off during hard times.