As a resident of Hagerstown, I find Greyhound to be totally irrelevant. This is not because it must be, but because the Company has made it so.
When I moved here in the early 1990's, Greyhound had a couple runs a day that ran West from Washington to Pittsburgh, stopping at Frederick and Hagerstown. Connections could be made for points West. I used the service sometimes. I believe there was also service to Baltimore and possibly other locations at that time. The downtown Hagerstown station was eliminated in favor of a small building behind McDonald's near the Interstate. This wasn't great, but it allowed the buses to get off and on the Interstate quickly, saving time. Even though Hagerstown is located at the junction of Interstates I-70 and I-81, I am not aware of any Greyhound schedules on Route 81 in my time here.
Now, Hagerstown has stopped serving Hagerstown at all. Last time I tried to get information on any nearby Greyhound service, I found their online information maddeningly incomplete and user unfriendly. If there is any advertising, I haven't seen it.
Sensible bus routings and schedules could provide East-West service from Baltimore and Washington to Frederick, Hagerstown, Cumberland, Wheeling, Columbus, Indianapolis and St. Louis, as well as routings to Pittsburgh, Cleveland, Toledo, and Chicago. This would logically connect with service along I-81 from Roanoke (or even Knoxville or Atlanta), up the Shenandoah Valley to Hagerstown and beyond to Harrisburg and points North such as Buffalo, Albany, Scranton, etc. Connection for New York could logically be made at Harrisburg.
Obviously, the private automobile has eaten into Greyhound's market significantly. But I can't help but think the answer lies in better schedules and connections, more routes, and more communities served.
If you want to get the patronage, you have to go after it. I don't see Greyhound doing that at all. At least not in any way that is useful to me.
It's true that Amtrak doesn't serve Hagerstown directly either, but the Capitol Limited does stop in Martinsburg, only 25 miles from my house by Interstate.
Best bus trip I ever took was on Badger Bus Lines in the 1970's, Milwaukee to Green Bay, on a deluxe bus with a service attendant. I checked today & see that Badger only offers service between Milwaukee and Madison now. Worst bus trip was from Sacramento to Chicago on Greyhound in the 1980's.. Almost all of the meal stops were at Burger King. It was several years before I could stand the thought of another Whopper.
Tom