The other day, I came across this message from a train conductor written to passengers, presumably posted on train stops, explaining a problem that happened. The problem resulted in the conductor telling passengers to wait for the next train, which didn’t actually come because it ended up being cancelled (unbeknownst to the conductor). He sincerely apologizes for the incident even though it was something beyond his control. To me, this employee showed he takes a tremendous amount of pride in providing a quality experience and was open and candid with customers when that expectation was not met. Even though this did not come the corporate Metro North office or anyone in PR or marketing, this note (and the viral nature of twitter) have done a great deal to show they have employees who care. PR and Marketing folks should take note.
