To capture the mood of the moment and explain our expectations as riders of Metro-North, I have written this Commuter Manifesto:
We, the riders of commuter railroads in Connecticut,
are tired of deteriorating service, rising fares and indifference and
ineptitude from Metro-North. As
customers and taxpayers we deserve better and expect change. Our expectations are few, and simple:
SAFETY
FIRST
We
expect a clean, safe, on-time, seated ride on trains with heat / AC and
lights. Don’t treat us like cattle making us ride on railcars you wouldn’t ride
on yourself.
We want to know that you
make our safety your top priority. Make
every employee understand that responsibility.
If they do anything that jeopardizes safety, discipline them or fire
them. There is no excuse for stupid mistakes.
FAST,
ACCURATE AND HONEST COMMUNICATIONS
When
things go wrong, immediately tell us what’s happened, why and when it will be
fixed. When you make a mistake, admit
it. Stop
making apologies; get things fixed and don’t repeat the same errors over and
over again.
RESPONSIVE
CUSTOMER SERVICE
When
we see a problem, give us an easy way to report it to you. Then get it fixed and follow up with us to
tell us it’s been resolved. Our
complaints shouldn’t fall into a black hole.
Train
your employees to be courteous and efficient, treating us like valued customers. When they don’t meet those standards, train
them again. There should be zero tolerance for rude behavior by employees … or
commuters.
OPEN &
TRANSPARENT OPERATIONS
Let
us know how you make decisions that affect us by opening all of your meetings
to the public and media. Share your
goals and self-evaluations and ask our opinions as well. The way
you run the railroad affects our lives and we should have input.
LEADERSHIP
THAT LISTENS
Meet
with commuters on a regular basis at times and locations convenient to us. Hear our complaints and suggestions and
answer our questions. We will listen to you if you will listen to
us: we’re in this together.
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