I'm sure glad I don't work for you. In my office, whether the boss was there or not didn't affect our work. Well, maybe we actually did a better job when he was gone. A lot of my work was spent in the field, sometimes my boss didn't even know exactly where I was.
The training and supervision of Amtrak's OBS crew
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Didn’t Amtrak have supervisors that rode the trains on an irregular schedules rather than full time? This would keep the costs for that position down but still provide some onboard supervision.
My thought would be for them to observe how the crew performed, maybe catch them doing something right with attaboy letters to file. Then at end of the run keep them on overtime for an hour or two of adhoc training for areas where improvement needed.
My thought would be for them to observe how the crew performed, maybe catch them doing something right with attaboy letters to file. Then at end of the run keep them on overtime for an hour or two of adhoc training for areas where improvement needed.
The crews would just change their behavior when the supervisor was traveling and then go back to their regular behavior after the supervisor moves on.
One reason that LA crews might perform better is that the managers help out. A couple of years ago I caught 14 out of LAX with my GF. 11 had been very late the night before, arriving at 4 a.m. I assumed we would be leaving a couple of hours late. We got to the station and ultimately the train left about 1 hour late. So a good show there.
The interesting part for us was that the agent in the metropolitan lounge started fussing at me about my GFs suitcase. I knew it would be heavy enough that it would be inappropriate to ask crew members to handle it. We had flown to LA and it was 52 pounds and United graciously did not charge us. I had advised her to use one larger bag rather than some smaller bags so I knew it would be heavier, but with wheels and only one bag along with my wheeled bag, I could handle both pieces with no problem.
So we are standing in line to get the red cap ride out to the train. The lady who had been snippy all morning came over to us and pointed to the bag and said that it was too heavy. I told her I would handle the bag. She said it was too heavy. I told her, "Since I am not going to let you touch it, it is none of your business." We got outside and I started to place it on the red cap cart, explaining to him that it was 52 pounds and that I would be glad to handle it myself. He didn't care. He grabbed it and loaded it. We got out to the platform and there was a guy in a business suit supervising the boarding and assisting the passengers. He reached for my bag and I warned him that it was 52 pounds and that I would be glad to handle it myself. He said no problem. As we boarded I saw under his name that his tag said the manager. So I told him about the lady in the lounge. I am sure she got a talking-to later on.
One reason that LA crews might perform better is that the managers help out. A couple of years ago I caught 14 out of LAX with my GF. 11 had been very late the night before, arriving at 4 a.m. I assumed we would be leaving a couple of hours late. We got to the station and ultimately the train left about 1 hour late. So a good show there.
The interesting part for us was that the agent in the metropolitan lounge started fussing at me about my GFs suitcase. I knew it would be heavy enough that it would be inappropriate to ask crew members to handle it. We had flown to LA and it was 52 pounds and United graciously did not charge us. I had advised her to use one larger bag rather than some smaller bags so I knew it would be heavier, but with wheels and only one bag along with my wheeled bag, I could handle both pieces with no problem.
So we are standing in line to get the red cap ride out to the train. The lady who had been snippy all morning came over to us and pointed to the bag and said that it was too heavy. I told her I would handle the bag. She said it was too heavy. I told her, "Since I am not going to let you touch it, it is none of your business." We got outside and I started to place it on the red cap cart, explaining to him that it was 52 pounds and that I would be glad to handle it myself. He didn't care. He grabbed it and loaded it. We got out to the platform and there was a guy in a business suit supervising the boarding and assisting the passengers. He reached for my bag and I warned him that it was 52 pounds and that I would be glad to handle it myself. He said no problem. As we boarded I saw under his name that his tag said the manager. So I told him about the lady in the lounge. I am sure she got a talking-to later on.
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Now that fares are sky high (at least for sleepers) and service is mediocre at best it’s time management starts riding the trains again especially now with all the new hires. The chief of onboard services position needs to make a return to long distance trains. I’m sure it would be a nice promotion for A list front line employees. Maybe put out a bid for 5 positions per base. Sporadicly ride the bases trains, back in the day they rode the entire trip, I don't think thats necessary now. Maybe ride 24 hours, hotel it, than ride the opposite train back. Help out with issues that come up, give the onboard employees “line checks“ as we call them in the airline industry. Make sure things get done as per the book.
That being said think the tone of management starts at the top and top management needs to be shown the door.
That being said think the tone of management starts at the top and top management needs to be shown the door.
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EchoSierra
Train Attendant
- Joined
- Aug 26, 2017
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- 83
Maybe Amtrak should start a "mystery shopper" program where people can sign up to evaluate the service received in return for either some sort of compensation or a free ride.
I wouldn't mind a free ride in a sleeper in return for evaluating the service received!
I wouldn't mind a free ride in a sleeper in return for evaluating the service received!
Imho all Amtrak needs to do is to offer 1000 agr points to passengers who fill out a detailed checklist and provide complaints and complements. This would encourage customers with no complaints to respond as well as customers who have complaints. Probably give managers enough information to sort out problem areas. But I think everyone knows what these are but nothing has been done to change it.
TheCrescent
OBS Chief
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- Jun 24, 2020
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- 562
Amtrak needs to simply hire better people. The last few crews on American Airlines flights have been outstanding:
1. Calling me “Mr. ____”, with a smile.
2. Offering me a pre-departure drink even though I was in coach.
3. Coming to me and upgrading me to first class even though I had already boarded.
4. Offering rounds and rounds of drinks in flight, all cheerfully.
5. Repeatedly thanking me for flying with them and telling me, “we value you so much!”
6. Maintaining a cheerful and warm attitude.
They didn’t do the bare minimum; they went above and beyond to make me feel valued and welcomed.
And I haven’t even paid for my last few tickets; they were all on discounted coach awards.
By comparison, as I have a copy of Amtrak’s on-board rulebook, Amtrak crews don’t even do the bare minimum of what’s required, and they certainly don’t do even that with smiles and a helpful attitude.
1. Calling me “Mr. ____”, with a smile.
2. Offering me a pre-departure drink even though I was in coach.
3. Coming to me and upgrading me to first class even though I had already boarded.
4. Offering rounds and rounds of drinks in flight, all cheerfully.
5. Repeatedly thanking me for flying with them and telling me, “we value you so much!”
6. Maintaining a cheerful and warm attitude.
They didn’t do the bare minimum; they went above and beyond to make me feel valued and welcomed.
And I haven’t even paid for my last few tickets; they were all on discounted coach awards.
By comparison, as I have a copy of Amtrak’s on-board rulebook, Amtrak crews don’t even do the bare minimum of what’s required, and they certainly don’t do even that with smiles and a helpful attitude.
It isn't usually the quality of the hires, it is usually the training, supervision, and environment/culture that has been created and continued.
I have to disagree with this somewhat.
While training, supervision, and environment/culture certainly has strong bearing, the quality of the hires is very important.
Herb Kellerher, the founder of Southwest Airlines, in his book addressed that, saying he recruited new hires after thoroughly evaluating their personalities, rather than their previous experience, as he believed you could teach most applicants for service positions the job from scratch, but you couldn’t really teach good personalities…
Which was because of executive management policy and decisions. With a poor culture, the people with naturally good attitudes will not be recognized and will likely be ground down by the system and culture, and those with poor attitudes will flourish.
I agree it comes down to management priority, attention and focus. Customer service quality is something that Amtrak management has not paid any attention to for decades. It will take years of sustained focus to correct the culture, including hiring policy (and probably some changes in HR staff culture as well).
Up until a few years ago, Amtrak staffed the Amtrak Customer Advisory Committee (ACAC) comprised of volunteer riders from all over the country with differing backgrounds. I was a member of that committee (as were a few other AU members). We were "charged" with evaluating many different facets of our trips when we traveled (including stations, crew, food, OTP, restrooms, etc.) A certain number of trips per year (paid by the committee members) were required to be made in order to remain on the committee. When the committee met in person, generally once a year, Amtrak would provide the train transportation to the meeting destination. During my tenure on the committee, I traveled to Chicago, Philadelphia, New Orleans, Riverside, Wilmington, Tampa, Miami and DC. Committee members also had the priviledge of nominating Amtrak employees for "Customer Service Awards" and, depending on the location of employee's crew base, committee members attended the ceremonies. I once nominated an Empire Builder SCA, based in Seattle. Due of scheduling limitations, it took a while to arrange the presentation. However, I was fortunate to happen to be going to Seattle (on my way to an Alaska cruise) at a convient time for the award ceremony. I was able to present the SCA with the award. (Amtrak did not pay for my trip to Seattle FYI). Due to budget constraints, Amtrak terminated the ACAC, much to the disappointment of the committee members, who really enjoyed participating.
trimetbusfan
OBS Chief
I know Amtrak is doing market research surveys in responce to food service. I had got an email after riding Acela last summer, and my friend just got one after riding the empire builder. But no AGR points incentive.
EchoSierra
Train Attendant
- Joined
- Aug 26, 2017
- Messages
- 83
On the other hand, I think they should be done by the average joe because that's who's opinion probably matters more. That way, they get raw feedback from an actual regular customer experience. Even if the employees didn't do anything wrong, such feedback can be used to discover and fix any unforeseen issues that regular customers may encounter with the service.
