Unsuck DC Metro: Professionalism

Thursday, June 23, 2011

Professionalism

From Eric:

Unsuck spends a lot of time (justifiably) pointing out Metro's flaws, but I wanted to relay a recent positive experience.

Traveling on the Orange Line at rush hour through the city, it seems someone had "vandalized" the first car in the train, so it had to be locked down.

Obviously, during rush hour this created a problem, but the driver of the train handled it incredibly well.

At each stop, as we rolled into the station, he announced to the platform that the first car was out of service and asked people to please move down to the second, third, or fourth cars.

What really went the extra mile though was that at each stop he assured the riders that he wasn't going to leave them, and that they had time to move down to another car.

So often "please move to another car" means that you better haul ass down the platform and hope you make it in the doors before they close, but this driver actually took the extra 15 seconds or so to let people move down and reduce congestion.

Of course, as we got to Metro Center, the cars got even more crowded, and he had trouble with people cramming into the doors (honestly people, if you can't fit on the train just wait for the next one; it sucks but breaking a door isn't going to help you either), but he still maintained his cool, asked people to please not block the doors, and we got on our way.

Ultimately, the driver made the best of a bad situation, and while people stuck on the platform or crammed into the second car probably didn't appreciate the experience, I think this is an example of how every now and then Metro does provide the best service they can.

From Stacy:

Since you publish a lot of stories of Metro employees acting poorly, I wanted to share a counter-example.

The other morning, I got on a 71 bus heading north.

An old man got on at Archives and started yelling racist things at passengers and the driver.

The driver didn't take the bait, and calmly said "sir," in a way that acknowledged the man and let him know his behavior wasn't acceptable, and continued driving.

I don't know what else the driver could've done (ranting is not really a calling-the-police offense), but I'm glad he didn't let the situation escalate.

Other items:
6/22 memorial ceremony gets emotional (Examiner)
Bus drivers concerned about safety (WaPo)

Comments (22)

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+14 Vote up Vote down

Anon · 718 weeks ago

I hope the professionalism of these workers catches on.

+5 Vote up Vote down

Ever and Anon · 718 weeks ago

Ditto to Anon! I think I was on that orange line train; sometime last week, yes? I heard the announcement too as I sat on the second car. I agree it was very well handled and the only discomfort was my rolling-eye headache at the idiots who thought they could jello-in a crammed car. Some of the train operators are really doing well these days. Shame some riders are still the "same ole same ole" morons.

What a nice start to the day. Good news about Metro. :)

+19 Vote up Vote down

hrh king friday 13 · 718 weeks ago

I want the Union to help THOSE employees, the ones busting thier asses and behaving professionally, not the lazy ones.

+1 Vote up Vote down

Richard · 718 weeks ago

Pathetic to have to recognize ordinary decency as something heroic.
As in there's no such thing as a bad Metro employee only bad Metro employee behavior.
BTW the Metro bus driver greeted me this morning.
Gold stars for everyone.
Posts like this are emblematic of a slow Unsuck Metro day.

4 replies · active less than 1 minute ago

+14 Vote up Vote down

unsuckdcmetro 92p · 718 weeks ago

I feel partially like you, but think it's important to highlight good/expected behavior as well, especially if a reader felt it was important enough to write an email to me about it. Hopefully, one day this kind of professionalism will become standard and not worth noting.

+2 Vote up Vote down

John · 718 weeks ago

Exactly! One day this type of behavior will not be a surprise, but will be expected.

+2 Vote up Vote down

horseydeucey · 718 weeks ago

I still expect it.

+1 Vote up Vote down

VeggieTart · 718 weeks ago

It's also nice to read something positive in the morning or afternoon, whenever you see it. Hearing of someone exceptionally courteous almost makes your day.

+3 Vote up Vote down

RedLineROFL · 718 weeks ago

I've seen quite a few examples lately, seemingly more so then I've ever seen before... is the culture changing from within? Maybe some of these people are sick of their reputation and are going the extra mile on their own. We definitely need to be pointing these people out!

2 replies · active less than 1 minute ago

+3 Vote up Vote down

John · 718 weeks ago

I always go out of my way to thank those who treat me with dignity and not treat me like some asshole who is interrupting their precious game of angry birds....

0 Vote up Vote down

dcn8v · 718 weeks ago

I know what you mean! I saw a Metro employee yesterday afternoon on a train who was diffusing tensions about a jerky ride by joking with the passengers about installing seat belts and making sure everyone who needed one had a pole to hang onto. His vest was covering up his name tag, otherwise I'd give him a more personalized shout-out. I was really impressed with his good attitude.

+10 Vote up Vote down

LMKCRB · 718 weeks ago

I LOVE that operator on the orange line. I think he's the same one that encourages people to get off the train so others can get off at their stop, and promises to let us get back on. It's amazing how civility can be as infectious as much as an uncivil nature :)

3 replies · active less than 1 minute ago

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Meredith · 718 weeks ago

We all love that guy. I believe he's also the one that says things like "All right left side of the train, the right side has been awesome about making room at the doorways. Let's see if you can keep it up!" I actually spoke to him once in Vienna and told him what a pleasure it is to ride his train.

0 Vote up Vote down

Anon · 718 weeks ago

Yes! I had him last night. He's got the voice of a late-night radio host and everyone always smiles during his announcements.

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n2deep · 718 weeks ago

i think the operator you are talking about is M.T. Blount. he is an orange line operator. he has been an operator for many years and is one of the best in my opinion.

+3 Vote up Vote down

Emily · 718 weeks ago

I've noticed that the best drivers are on the orange line for some reason.

+4 Vote up Vote down

Soylent Green Line · 718 weeks ago

It's always nice to keep things in perspective and to point out a job well done. We rage against WMATA, and with good cause, but this is proof positive that it's wrong to generalize because there are good workers out there that really do care about us and the the system

+3 Vote up Vote down

Guest · 718 weeks ago

I once asked a station manager for some help when my SmartTrip card wasn't working and he didn't kick me in the nuts!!! Give that guy a raise!

+2 Vote up Vote down

guest · 718 weeks ago

the other night on the red line a customer in a car in the belly of the train asked the operator over the intercom to turn on the air because they were frying back there; she tried to, but it was still hot. she called car equipment, he got on and tried to fix it but couldn't, so at the next station she closed the car and gave everyone time to move to other cars. when i got off i thanked her for at least trying (--and refrained from pointing out how unusual her actions were. ;-)

who knows, maybe things are starting to turn around...

1 reply · active less than 1 minute ago

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Emily · 718 weeks ago

I'm glad that you had a good experience with this. However I believe that things on metro are far from turning around... unfortunately.

+1 Vote up Vote down

Kat · 718 weeks ago

Last year I had to take metro home to VA the evening before Thanksgiving. There were no more than 15-20 people on the train, usually a fraction of that. When the operator stuck his head out at each stop he warmly greeted every single passenger boarding the train and wished each disembarking passenger a happy holiday and a safe drive home. When I got off at Vienna we even had a nice 30 second chat. He wasn't being creepy or hitting on people or anything, just being a decent human being. I've seen metro employees act professional and kind in crisis situations, but never just for the heck of it. How refreshing!

+1 Vote up Vote down

Virginia Ron · 718 weeks ago

I have been on the orange line numerous times when that operator is in charge, and I mean he is in control. He compliments the riders when they do the right thing like stepping off to let other riders get off. He also calls out people who are not following the rules. One time,we pulled into Rosslyn and he saw a guy coming at the train with a bicycle. He blasted over the intercom: "I don't know how you got down here but no bikes are allowed during rush hours and you are not getting on this train" (or some other reason). The people in the train , which included a lot of tourists, howled in laughter hearing him admonish somebody in public. He is awesome and if anyone here knows his name or how I could let management know they have a gem in their employment, please post here.