September 24, 2009

How well do you know your customers?

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By  Dan Reichard

• Felix Brown[ September 24th, 2009 @ 2:12pm ]

  More transit angencies should practice this proceedure more often. Here in Philly, one can submit there questions through the Metro Newspaper and get a responce back in the next day edition of the Metro. I'm sure that this will help any transit angency better itself in the long run.

• Joe Vicente[ September 24th, 2009 @ 2:22pm ]

  When I was working at LACMTA, all managers in the department were required to ride the bus once a week to get to know our customers and respond to their questions. We were required to passed out our business cards to customers for follow up questions.

• Bob Rutter[ September 24th, 2009 @ 2:55pm ]

  Great story! I manage customer satisfaction studies for several clients, including some in public transit, and I urge all management to personally observe the way their customers interact with their services. There is no substitute for direct experience of what customer experience. I would add that a process for collecting and quantifying management experiences and observations is a useful tool to help understand the larger picture of customer satisfaction.

• Terry Klinger[ September 25th, 2009 @ 2:27pm ]

  In my transit career I have made it a part of my weekly schedule to ride a route every week to not only stay familiar with routes but to observe customers and make myself available when questions or concerns arise.

• T.L Price[ September 26th, 2009 @ 6:30am ]

  I believe this practice should become mandatory at transit agencies not just for fixed route but for paratransit services as well. Seeing what is happening in your transit system is far more revealing than reading how customers feel about your system in complaints, editorials, and email.

• Ashok Joshi[ September 26th, 2009 @ 11:08am ]

  As one who has been in the transit fare collection business -- I really appreciate people who have this "habit". Make it a Habit , I say.
  
  Often Planners and Senior Managers are not aware of the realities out there. About a dozen rides on different routes and at different times of the day will quickly get one to appreciate the tough environment under which bus operators have to collect fares, be curteous, and be tough when needed.
  
  Surveys on riderhsip and demographics are helpful but it not complete untils we see the operating conditions to fully appreciate why some customers complain.
  
  Often some people just do not have that last nickle to pay the fare. Then we have many Senior/Diabled folks who struggle to understand some of the complex fare schemes -- transfer rules are unot to themselves!
  
  Then look at it from the Bus Operator's persepective -- No fares, short fares, transfer hassles, etc. Yes, the riders do write in letters, and they make phone call. But seeing it personally is better. It is often a trip down "Social Service Avenue."
  
  I often cringe at the thought when some folks say -- "We are becoming a cashless society: eventually fares will be paid via Bank Cards, Cell Phone, etc." I totally disagree. Cash is here to stay for quiet a while (remember the Paperless society of 1970's?)
  
  Why do I say this? I often ride the bus -- in Philadelphia, Boston , and other cities I visit. For whatever reasons -- we seem to have a significant "Unbanked population". It is a social thing -- people prefer anonymity of cash (privacy issue), a portion of the population is illiterate, and there are immigrants (legal and many illegal).
  
  Finally, much can be learned from observing how Bus Operators handle very tough situations.
  
  Dan -- you brought up a great point. Thanks for keeping us alert to realities.
  
  
  Ashok
  
  
  
  

• Jeff Brown[ October 1st, 2009 @ 4:38am ]

  It is important to be able to discuss any part of your system, including all hours of operation. If you claim to be a regular rider, but you can't discuss their experiences, then you'll find yourself without a conversation very quickly. I see too many managers making the mistake of claiming they are regular riders, when their only knowledge is their daily commute on a single route at rush hour. If you can demonstrate that you know the system and understand their needs, you may gain their trust even if you can't actually improve anything.

• Courtney[ November 9th, 2009 @ 2:16pm ]

  Dan,
  
  Could you provide a link to the story about the CEO? I'd love to check it out and pass it along in St. Louis. Sounds like a great article.
  

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