Customer: Hi, I am a UCLA student... I just lost my ID and am on my way to get a replacement...
Driver (interrupting): I don't go to UCLA
Customer: I know... I am saying, how can I confirm that since I can't swipe my card?
Driver: I don't go to UCLA.
Customer: Ok, then how much do I need to pay as an alternative?
Driver:Seventy-five.
Customer (dropping in change): Thank you for being so considerate.
So this obviously made me think of those people out there who avoid public transit, primarily busses, due to similar fears of awkward customer/driver exchanges. Then again, the drivers are really put under quite a bit of pressure to be on time, have limited breaks, and likely have some obligation that their farebox meet certain expectations for revenue given what is typical of that line. So how much can we expect of them?
Now, flip this around to another perspective: think of all the great stories where customer service has been great on your bus. I lost my BruinCard on a BBB12 last week, and to my surprise the driver had found it and returned it to the BBB Transit Store in downtown Santa Monica. Total saved: $22.00 for a new card and a couple hours of time I would have had to waste.
So this will be the first post of what I suggest should be a series of BruinPlanners comments on different issues. What have your bus customer experiences been? How well do you think your bus line performs in customer service? How do you think public perception on busses affects ridership? When traveling to other cities (in the US or globally) how do you think the drivers/operators of transit compare to Los Angeles in their friendliness and ease of helping out?
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3 comments:
I try not to ask the drivers anything, as they're generally pretty grumpy and likely wouldn't be able to answer the questions I tend to have, anyway. I don't really blame the drivers for this, as their job is basically to know their route, keep to the schedule and operate their coach safely. If I have a question or customer service issue, I usually make an effort to address it ahead of time by looking on the BBB Web site or calling their office, as I did back in September when I wasn't sure if the Super 12 had started running yet (the guy on the other end was pretty friendly and helpful, as I recall).
Your anecdote really sounds like an individual driver just having an attitude problem. This is certainly not the first time I've heard of a driver being less-than-sunny toward a rider, but I have to say that most drivers I've observed while riding came across as pretty courteous, reasonable and willing to help. It would be nice if BBB would lean a bit harder on the more problematic drivers to be a little less gruff with people who do ask questions, but then again, I can't really blame them for getting a little worn down by constant inquiries along the lines of "Do you know when line X is coming?" to which they can't reasonably be expected to know the answer.
I've sat through a Bus drivers training session. Generally, all drivers are taught to be aware and cautious. This may lead to poor customer service, but I do not think this is the drivers responsibility. Most of the time, drivers are supposed to get to their destinations with the least amount of confrontation, hence the response the rider got in your experience. It is their responsibility to get you to your destination and let you know how to get there. It is not their responsibility to tell you what to do if you lost your card. Comments and questions like this should be directed towards the Bus Operators help/customer service phone number (which should be posted conveniently on the bus).
Most of the drivers I have encountered on the SM12 have been courteous. If you ride the early morning lines, the drivers are the most charismatic (because the riders tend to be regulars).
Thanks for sharing that Louis. That totally makes sense because sometimes I'll get the same morning driver and once they recognize you as a regular rider sometimes they'll wait for you if they see you running to catch the bus! so I appreciate the bus drivers, plus that's a hard job to do. I rather have the bus driver focused on the road so that I get to my destination safely. And I guess the more experienced drivers tend to be the friendliest and good at holding conversations with passengers while driving..it's nice to have some positive social interaction on the bus!
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