Transit Part 9: Listen to the Customer

To win customer support for any changes that will affect their lives, the industry must listen to what they have to say.  The industry and its management must do this in a manner that leaves passengers felling like the industry management actually cares about how they feel and are trying to find ways to provide them with what they want.


The alternative is to give passengers a reason to believe that they exist simply to justify the industry and the paychecks earned by those who manage and work in it.  Passengers of public transportation are not boxes on a freight truck.  They are human beings with feelings who have wants, needs, and desires.

As part of how I propose to help public transportation authorities with the process of changing from their current system to my plan, I propose that we make arrangements to sit down with passengers in a setting small enough to allow each one, including the timid and shy ones to feel as though they don’t have to be afraid to speak up.  They also need to be able to believe that whatever their own personal opinion is, it will be respected.

In this way, passengers will be more inclined to also listen to us as we explain the changes that will come with this new program.  In connection with this, as they come to understand my program, and to see how it will really be an improvement for the service as a whole and especially for the disabled, they will be more inclined to agree to cooperate and be understanding as the new program is put into operation.

An important part of listening to the customer is to listen for and get them involved in the process of helping to fine tune the essential points of my program for their specific service area.  If we are to really treat our customers as being equal under the constitution, then we really need to let them have an active voice in those things that affect them.

Thank you for taking time to read my program.  Obviously, if I didn't believe in my own program, I would not have published it for others to read and ponder on.

An Opinion Article by Dave Kemper
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It has been said that: "One definition of insanity is to do the same thing, the same way, over and over and over again, each time expecting to achieve a different result."
Therefore, we must either CHANGE the way we live, or we bind our future to our past as if with CHAINS.
"I do not consider myself to be better than anyone else.  But I do believe in exercising my right to not stay stupid."

David W. Kemper, Author
© Copyright 2014 by David William Kemper.  All right reserved
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