The previous threads about customer service brought back an incident that transpired on our property several years ago.
At the time, we had a fellow who used to travel a great distance to run our train. While a professional railroader, engineer was not his craft-but he was certified.
In general, he was hard on the equipment. Specifically, some of his train handling skills were open to criticism.
The last leg of the trip was downgrade with curves-stop- run the engine around the train and pull into the station. Our Supt. had taught us the way to proceed down the hill was to release brakes, take a notch or two to bunch slack and overcome static friction and the train would start to move. Depending on the size of the train,
you could balance the speed on the hill pretty easily with minimal throttle and brake manipulation.

Well, engineer x had different ideas. Upgrade, he would wipe the throttle and make copious amounts of black smoke. On the downgrade section previously mentioned, he would POWER BRAKE. The coaches would be enveloped in a cloud of smoke and of course, the noise couldn't have been all that pleasant.

On one VERY hot August weekend, this fellow did his thing, with me as brakeman. At the end of the first trip, he left the cab to go BS with some folks down on the ground. I was sitting in the engine, drinking water when I was startled by the sight on this attractive woman, all Greenwich Village chic, standing in the cab, with fire in her eyes. By her estimation, "the railroad ruined
her weekend" (she was on the way to the Cape). Next to her were two small children-full of fear-of her, I think !!

She cited the following items: a) the station was
"run-down" b) the toilets were horrible c)the engine smoke on the NB leg of the trip and d)the brakeshoe smoke and noise were in her words-intolerable. She deemed the trip a waste of money.
There was more...but I don't remember. However, she was under the false impression that I was the engineer.

Anyhow, I VERY patiently explained our status as a start-up outfit, which accounted for the look of the station and the Porta Potties (BTW, these were the cleanest plastic johns I ever saw). Furthermore, I explained that different engineers had different ways of operating the train. She was having none of this. Not being able to find the OIC, I called the ticket agent on my cell and told him I was bringing an unhappy passenger over for a refund. She continued to rant all the while,
took her money and left in a huff.

I doubt she was about to spread the good word about our train ride, but perhaps the next day, the entire business was forgotten.



vze46wzm@verizon.net

> I doubt she was about to spread the good
> word about our train ride, but perhaps the
> next day, the entire business was forgotten.

Unlikely. Somebody did a study some years back which showed that a happy customer told maybe 2 or 3 people, about a pleasant experience, but an unhappy customer told at least 12.

Dave

Obviously you were a startup operation. Otherwise, why would you give her a refund for just thinking that the potty's were gross?

You could tell her that her ticket purchase will help pay for nicer facilities.

> Obviously you were a startup operation.
> Otherwise, why would you give her a refund
> for just thinking that the potty's were
> gross?

> You could tell her that her ticket purchase
> will help pay for nicer facilities.

Because refunds are in order when the expectations of the customers are not met. It isn't their job to be understanding about our little problems - we offer them entertainment and we need to do a good job of providing it. When we fail we don't deserve their money or patronage.

Dave

Did you get rid of that engineer?


rick@todengine.org

Interesting commment on how volunteers affect customer reactions. Two seasons ago I was Fireman in 19 when a couple asked to ride in the cab. Our policy is no more than 4 persons in the cab. Ordinarily the Head Brakeman rides in the cab. With the customers this would have been 5 people. In situations like this we ask the extra crewmembers to ride on the train and assist the Conductor. Our Head Brakeman however, thought he was better than the rules and remained. Just before departure, the Engineer turned and politely, but commmandingly said " In accordance with our policy on customers in the cab, you'll have to ride the train so these people can ride up here". He was unhappy but quietly went back to the train. I sensed the customers knew what was going on (we were having other "I'm better than other members and customers" issues with this guy). At the end of the trip they thanked us and handed me a check for $50 as they left the cab. The Brakeman has since quit volunteering, but I bet the couple that rode in the cab will return and tell others about us.

dan

http://www.svry.com
svry@pacifier.com

Good example Dan of what can be done to accomidate customers and what some selfish people if left alone can do to louse it up. I was also thinking of the fellow that you and I both worked with that was I believe from Arkansas. He was a fellow railfan and a former volunteer crew member on a tourist RR in that part of the country. I think we went the extra mile to welcome the fellow and as I recall on the second day he was on site, he helped out as a car host. At some point during his 2 day visit, he donated $1000 and became a life member of SVRR. Real nice guy! The point is that just because someone shows up when you are officially closed or at the end of the day when you'd like to head out, or shows a keen interest like the fellow I mention above, you ought to show them some respect and give them the 10 cent tour. I don't think that there are many organizations in the RR museum or not for profit tourist operaton that can afford to offend potential donors/volunteers!

jamesbane@hotmail.com

"It's nice to be important, but it's more important to be nice."

Or, as Steve Bogen used to say, "Never offend."