Our Customer-Driven Business
Many
transportation companies think of themselves as being in the business of moving
vehicles or trains from one place to another. We see ourselves as being in the
business of moving people - safely and successfully. Transporting
customers is clearly about convenient travel in and around cities, on-time, all
the time, in a comfortable, welcoming environment. But for our company, that is
only the starting point. We are in the unique position of being able to give
our customers a good start to their day – or not. So we started asking
ourselves what would make the trip better for our passengers?
Going for Green is a training program
developed specifically for front-line staff to help understand the perceived
quality of service from the customer’s point of view. The principle of the
training is that given a particular situation, how we respond to it can
exacerbate or calm the situation. Using the traffic light analogy, we strive
for a green or positive environment, while a yellow situation needs care to
ensure it becomes a positive experience for passengers, not a red, or negative
one. The program, being introduced throughout 2005, is tailor-made for us and
is only available to our staff and clients. It is about promoting a spirit of
empathy and understanding, and saying and doing the right thing, even when
under pressure.
CUSTOMERS
COUNT!™ embodies our corporate culture of service to our customers.
Introduced in 2002 to our operations in Fairfax and Prince George’s Counties,
it reflects our attitude that without the customer there is no service and no
reason for our company to exist. It seems obvious but in the hustle and bustle
of the moment, it can often be forgotten. CUSTOMERS COUNT!™ is a way of doing
business. It is a mindset that constantly reminds every member of the team that
we are here for customers. It is about accountability and constantly searching
for ways to improve. It is based on the recognition that, in order to improve
performance one has to first benchmark how we are doing today to set goals for
the future. Meeting and exceeding customer expectations comes only from
understanding what those expectations are in the first place. CUSTOMERS COUNT
is now standard operating practice across all our contracts.
CUSTOMERS COUNT!™ means measuring
performance, developing benchmarks and establishing methods and procedures
focused on the customer. Success is measured through customer surveying,
mystery riders, monthly reporting, regular manager meetings with riders and
daily operations scorecards. The results provide a clear picture that then
allows us to develop a strategy for progress. Staff can then turn that strategy
into sold objectives in collaboration with our clients, to ensure we keep our
daily focus on continually improving the customer’s experience. The CUSTOMERS
COUNT!ä label is attached to every part of our service, from pre-trip
check-lists to assignment sheets and beyond, reminding us all why we are here.
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Loud N Clear
 Immediate
real-time customer information is what every passenger wants when traveling,
especially during problem times. Our Loud N Clear scheme, currently being
operated in suburban Virginia, offers real-time customer information about
their daily bus service via their own cell phones, pagers or e-mail. While no
one likes service to be interrupted, it does happen and we know that it is
easier for our customers to accept it if they have information. With Loud N
Clear, the rider can that have extra cup of coffee in the morning, or stay at
work a few minutes more, rather than wait on the corner, if the bus is running
late.
This scheme can of course be adapted for rail as well. It is these creative
ideas that help our passengers keep control of their daily commute.
The world doesn't need more transportation companies that are more interested
in their vehicles than their passengers. Through our continual innovation,
creativity and experiences, we're aiming for a slightly different destination.
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