Metro COO follows up on rock-throwing

Shortly after we wrote about the Metro employee’s indifference to rock-throwing kids, Gerald Francis, Metro’s Deputy General Manager and Chief Operating Officer, called Tim Krepp to follow up.

Tim writes,

We discussed, of course, the incident with the rude and threatening employee, and hopefully we can find out who it was. This is really a case where I wish I had got a name.

More importantly, he’s offered to work with me on the issue of violent students and the neighborhood. I’m sure things will be quiet for a little while, but it will be helpful to have a relationship if the problem resurfaces.

This is great follow-through and attention to customer service. Since Tim doesn’t know who the employee was, there’s a good chance Metro won’t be able to do anything. But now, at least, Tim feels like someone has listened and cares. That can be as important as solving the problem.

Studies showed that when doctors or hospitals apologize for mistakes, people are less likely to sue for malpractice. Or maybe the lawsuit rate doesn’t change, but those who don’t sue feel better. In any event, this research shows that if people feel listened to, they come away with a happier experience, even if the apologies don’t change any actual outcomes.

It’s great that Mr. Francis followed up on this report which made various blogs. Obviously, Mr. Francis can’t personally talk with every unhappy rider, and should focus most of his time on making Metro operate smoothly and safely. But if other Metro employees can replicate Tim’s experience for other riders, we can take a big step toward rebuilding public confidence.