One of the reasons why we believe every transit agency needs a communications plan that covers all aspects of an agency’s operations is that the people who matter the most in managing the brand (or, in regular language, who shape the perception of the transit agency among riders, potential riders and taxpayers) are the bus drivers, station agents and train operators.
Their interactions with riders and potential riders matter more than just about anything else.
Does your agency have a written plan for employee interaction with riders and potential riders?
If not, you might end up like American Airlines (according to this blog from the Community Guy – hat tip to the Word of Mouth Marketing Association where a ticket agent decided rude, berating behavior is an appropriate way to interact with a rider.
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