Unsuck DC Metro: Metro is Ghost

Monday, October 3, 2011

Metro is Ghost

From James:

Where's Metro?

I work for a PR firm in town, and my specialty is reputation management. I know. It's a horrible name, but we can talk about that on another blog.

I'm writing because I really can't believe Metro's communications team doesn't engage the readers of this blog.

I'm a long-time reader, and I remember when they'd pop up here and there to defend themselves or clarify an issue. I thought that was a good job on their part. Respect!

I haven't seen that since PR chief Dan Stessel's horrible performance insulting the curator of Unsuck.

Since then, it's as if Metro is just pulling the ol' see-no-evil stunt and hoping it all goes away.

It's not. Just ride the Metro any rush hour.

I mean seriously. Are the radios that screwed up, for example? Metro's silence is deafening.

Perception change won't without some real work. Puff pieces in the Washington Post convince no one because the paper's influence is questionable. Ossified slogans like Metroforward don't really do much these days to sway riders. Maybe in the '70s. And painting the under construction escalator barriers green moves the needle zero with regard to the public's take on the escalator disaster that is Metro.

The real work of bettering your reputation is a lot more difficult and the results are incremental. I see Metro taking no steps in the right direction.

Honestly, I don't know how Metro is going to turn the conversation if they don't engage with its most vociferous critics.

And to be completely candid, I think there are a lot of people who read this blog who would really like to see Metro unsucked (Count me among them), not appear to be fiddling while Rome burns--which is exactly the perception that's dominating the conversation.

Just what is the total salaries of the comms team over at Metro? In my opinion, that money is being squandered.

Other items:
Cash-strapped Board dines on salmon, steak (Examiner)

Comments (36)

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+18 Vote up Vote down

@FixWMATA · 703 weeks ago

First off, I agree with this person.

Second, one of WMATA's problems is that when they DO open their mouth about something they tend to only make a matter worse or make themselves appear inept.

For instance, the other day there was a delay on the Orange/Blue lines, @wmata tweeted there was a "slight switch malfunction". What's "slight"? I'm no engineer but it would seem the switch is either working right or it's not. You're either heading in the right direction or you're heading head-on into oncoming trains, right?

It's one thing to have a communications team, it's another for them to know what they're talking about.

+4 Vote up Vote down

Trainguy · 703 weeks ago

The entire leadership of the communications department are Sarles' cronies from Amtrak and NJ Transit.

+5 Vote up Vote down

former employee · 703 weeks ago

When the PR speaks it is usually misinformation or out right lie. Unsuck has fomer employees and current employees who know the inter workings of this sausage factory (Metro mgmt.) and post here to inform the public they are given bad information.--lies. PR has tried to make shit smell like roses... and relize it can't be done. That is the reason they are in hiding.

+7 Vote up Vote down

· 703 weeks ago

I agree. I liked seeing "metroopensdoors" on here from time to time. Made me feel better than they actually read this blog.

Now, they've got their head in the sand.

+9 Vote up Vote down

Antoinette · 703 weeks ago

Regarding the steak story, I think it's a perfect example of how Metro regards the public. I'm less concerned with the money spent, more concerned with the temporary shift to sandwiches just to placate the masses and then quietly shifting back to the same BAD way of doing business.

SHAME SHAME SHAME SHAME

4 replies · active 703 weeks ago

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Kara · 703 weeks ago

Regarding what was said about 'if you work through lunch the employer pays'. Sometimes they do, sometimes they do not, although I have only encountered it when I was required to work late and they sprung for dinner. Which was usually a few pizzas or if you were lucky they would reimburse moderately priced delivery .... NEVER a catered meal.

+4 Vote up Vote down

former employee · 703 weeks ago

Metro employees who has to work OT gets $7.00 extra pay but is not allowed to leave the property or have carry out has to fill up on snack foods. There is Chinatown, McD's and Burger K just right out side of Metro building.... Walk your worthless ass there and pay to get something to eat. Do you get 20 minutes to eat.. hell no. Wine and dine with the mgmt, hell no wonder things can't be done OIG buttering your ass to save mgnt,?

+1 Vote up Vote down

former employee · 703 weeks ago

Office Of Inspector General approves this "lunch" (same building, same officers) you get where Iam going... That is more of disgrace of saying that GM approves of this, but blame the OIG for this one.

0 Vote up Vote down

FYI · 703 weeks ago

It is not Metro's mgnt, that approves this, it is the OIG. ( Office of Inspector General)-- govt. appoint to investigate wast, abuse and fraud.. Really, this is true.

+9 Vote up Vote down

Ever and Anon · 703 weeks ago

James has a great point but lets face it. It's Metro. I have rarely seen any Metro spokesperson who has commented on this blog do anything but backpedal, and that badly. Note the quotes on the side of this blog. Those are the PR words they've used. Ask about serious issues you get "slavery" insults. Ask direct and respectfully-said questions, you get rude "on the fence" replies. I cannot remember when we last received a "quality response" from any Metro spokesperson, on this blog or elsewhere.

+7 Vote up Vote down

F'n JD · 703 weeks ago

WMATA board should be given some Wonder bread and PB&J at the most. That kind of gourmet food at board meetings should also be reported as taxable income.

@unsuck - Foolowing up on my tweet. There's a section of lights on the edge of the platform at the west end of Gallery Place Chinatown which has white lights and yellow reflective paint instead of the bumpy tiles and red lights. I could even read inside one of the lens covers "white light" written in it. #Metroforward improvement? And how will blind folks feel the edge of the platform if no bumpy tiles? I see an ADA lawsuit inherent in that "trial" design.

+10 Vote up Vote down

anon · 703 weeks ago

I get the feeling that whenever bad news breaks about Metro, everyone at WMATA laughs, cracks another beer and puts their feet back up in their desks.

Nothing ever changes.

+6 Vote up Vote down

@VeggieTart · 703 weeks ago

I agree with James (the OP) but sometimes their silence says all we need to know. It brings up the question of whether we'd want the silent treatment or a shower of bullshit because we just *know* we're not going to get a straight answer from these people about anything.

-7 Vote up Vote down

drbubbles · 703 weeks ago

This is all true. BUT, what I've noticed in various encounters with Metro employees, it seems that the prerequisite for their engagement is respect. (Often it seems as though they don't consider themselves representatives of Metro but then take personal umbrage over frustration with the system. The Post Office seems to be like this, too.) Metro is like god, or the cops: they expect humility before they'll consider doing what they should.

So it's one thing for commenters to be insulting, but when Unsuck himself called Stessel a flack in the body of a post not long ago, it didn't seem like the most effective way to encourage him to engage. It might be true and everyone might know it, but one doesn't actually say it, at least not publicly.

Not to defend Stessel's history with unsuckdcmetro, but just throw him a bone. We could be the bigger party.

5 replies · active 703 weeks ago

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No One · 703 weeks ago

Good point, but flak is just slang, not necessarily a put down.

+18 Vote up Vote down

@FixWMATA · 703 weeks ago

"...encourage him to engage."

Um, is he a volunteer? I could have sworn he (and others) were hired using OUR money to do nothing BUT communicate. I assumed that meant communicate with people that don't always agree or hold a press-pass but that seems to not be the case.

+6 Vote up Vote down

Joolz · 703 weeks ago

"Let the conversation begin." --Dan Stessel, 24 May 2011. Mr. Stessel, it's your turn to speak.

+12 Vote up Vote down

Ever and Anon · 703 weeks ago

Considering his position he should not need a bone thrown his way nor should he need foot-kissin' to do his job. If he is that blind to what is expected of his job title, he should not be in that position. If all it takes is a blunt and honest comment by unsuck to make him sulk, then he's anything but a professional.

+3 Vote up Vote down

drbubbles · 703 weeks ago

Well, of course: there's how Metro *should* act, and how they *do* act. That was my point in the 1st ¶. The other 2 were a suggestion that if we want them to engage here, and we know that they have thin skins, it might be worthwhile to ease up on the ad hominem stuff, just to see what happens. There's plenty of whip here but not much carrot. I was just thinking practically rather than ideally. I mean, if Metro is going to ignore unsuck because we hurt their feefees (and that does seem to be the case—the only time an unsuck story has any effect is when other outlets pick it up), insisting upon our right to do so seems counterproductive. That's all.

Sure they're often unprofessional. But they don't want anything from us, either.

+6 Vote up Vote down

crucible · 703 weeks ago

I'm on week four now without riding Metro, having converted to a commuter bus after taking Metro as a part of my commute every work day for the last five years.

It's much more expensive, but it's also the best thing I've ever done commuting-wise: the employees are friendly, people who ride are respectful to one another and the service itself, it's reliable and there aren't issues every single day (and when there is one, they actually text and/or email you to say "X bus is five minutes late", or whatever is the case-beforehand, not while you sit there wondering after it doesn't show up unlike Metro). There's no broken escalators and related crowding, there's no "slavery" charges aimed at those asking questions to the union running the show, there's no...a whole lot of things, including regularly raising prices for declining services.

(Cont.)

2 replies · active 703 weeks ago

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crucible · 703 weeks ago

(Cont.)

I have to say too that I'm surprised at the level of stress that's now gone in my commuting-it makes my entire day better, not to mention it's saving me about 45 minutes per day in overall commuting time-that's 45 minutes per day I get back to spend with my family and that's irreplaceable.

Buhbye Metro.

+4 Vote up Vote down

calvinbhai · 703 weeks ago

I joined a new employer, and my commute was from tysons to huntington (bus - orange - blue - yellow - bus). Nearly 2hrs each way.

I wouldn't mind the commute if it wasn't for the reliability of wmata. finally had to buy a car after 5 yrs in this area. Now my total commute time is 40 - 60 mins a day! 3 hrs a day I have for myself! (although, I miss all the forced exercise due to the broken escalators =)

my daily gas costs are way cheaper than the close $11+ expense on the metro!

+6 Vote up Vote down

Anonymous · 703 weeks ago

The best PRman in the world could not spin Metro's crap.

+17 Vote up Vote down

John · 703 weeks ago

Yeah Metro's communication issues are well documented.
Ask the Union Leader why people who punch off duty police officers while driving a bus route are reinstated, she accuses you of believing in slavery.
Report a problem to Metro, you are ignored.
Ask Stessel to have a chat, he calls you an attention whore.

And this poster is totally correct when it comes tot he soft ass coverage from The Washington Post. If that newspaper gave metro half the scrutiny this blog does, people would be freaking revolting. But you just have Dr. Gridlock kissing their asses every time something goes wrong. He sounds almost as bad as a metro spokesman at times.

3 replies · active 703 weeks ago

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@FixWMATA · 703 weeks ago

Please don't discount The Washington Post. They actually have an entire staff of writers kissing WMATA's ass - not just Dr Gridlock.

I do give the good Dr props for addressing the HotCar issue in 2010 even though he was absent from the conversation this year.

+8 Vote up Vote down

John · 703 weeks ago

Lol yeah, an entire staff of writers to kiss their ass, with Dr. Gridlock leading the charge. That whole staff should be ashamed of themselves. Maybe metro pays them? i have no idea. unsuck should get hired by the post, he'd get the message out!

+8 Vote up Vote down

@FixWMATA · 703 weeks ago

According to @postmetrogirl The Post actually has a "policy" to not include or quote anonymous sources, including but not limited to UnSuck (and I suppose formerly myself). They'd rather give up a valid point than quote someone who's anonymous but also readily available by anyone with an internet browser. This is why newspapers are on the way out...

+7 Vote up Vote down

hrh king friday 13 · 703 weeks ago

*slow clap*

-3 Vote up Vote down

Poster · 703 weeks ago

I think the reason the Post soft pedals on Metro is pretty obvious....

3 replies · active 703 weeks ago

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John · 703 weeks ago

?????? Would like to hear a logical explanation

+2 Vote up Vote down

John · 703 weeks ago

And why is that?

-4 Vote up Vote down

Poster · 703 weeks ago

Left leaning--would never dare offend their union base.

For the record, I'm a Democrat and generally in favor of unions, just not public sector ones.

+10 Vote up Vote down

guest · 703 weeks ago

PR spin usually only works if the people whose perception you are trying to influence don't have a lot of direct, day-to-day experience with your organization. Any attempts by PR flacks to convince daily riders that metro doesn't suck will be quickly trumped by the real-world observation of broken equipment, rude station managers, endless delays, and all the other countless ways that metro sucks. You can't convince someone that the building isn't on fire with nice, pretty PR words when your intended audience is standing in the middle of the flames.

+2 Vote up Vote down

guest · 703 weeks ago

And why does a monopoly provider of mass transit service care about its PR now?

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@Hell_on_wheelz · 703 weeks ago

There are only a limited number of motivators of human behavior - my guesses would include power and money. If PR can make WMATA "look good" to the sources of power and money (and trust me- it ain't the ridership), then WMATA's goals are accomplished.

Or was that a rhetorical question?