Unsuck DC Metro: Going the Extra Step

Monday, December 5, 2011

Going the Extra Step

From Susan:

On November 9, I took the H2 bus, terminating at Tenleytown. I am recovering from eye surgery and had a shield taped over one eye, which left me blind on that side with very poor depth perception.

Expecting the bus to turn around and go back down Wisconsin Avenue, I rode to the end and discovered that the driver was going to go back to the garage.

I explained that I'd hoped to ride the bus to the other side of Wisconsin, since I was nervous about crossing the busy street.

The driver - Ms. Arlene Glenn (or Glynn) very kindly walked me across Wisconsin Avenue.

She was very nice about it, and I truly appreciated her taking the time to help me.

Other items:
Think you can sue Metro? Think again. (Examiner)

Comments (21)

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+18 Vote up Vote down

xxx · 694 weeks ago

Hats off to this Metro worker. Job well done and truly deserving of highlighting.

On the other hand, what's up with people on twitter THANKING Metro for a smooth commute or a fixed escalator? THAT'S WHAT THEY'RE SUPPOSED TO DO!!

+13 Vote up Vote down

vvv · 694 weeks ago

Every once in a while, something good does happen on Metro....

-15 Vote up Vote down

dude · 694 weeks ago

Whoa whoa, this site is for negativity only!

2 replies · active 694 weeks ago

+6 Vote up Vote down

Cyclone · 694 weeks ago

This site?

Don't you mean every comment thread on the internet?

+6 Vote up Vote down

Ever and Anon · 694 weeks ago

You don't come by this way often, do you? :)

+11 Vote up Vote down

Ever and Anon · 694 weeks ago

What a lovely thing to hear. Wish more folks acted that way, not just this lone Metro employee.

+23 Vote up Vote down

hrh king friday 13 · 694 weeks ago

Metro's very own 1%.

+17 Vote up Vote down

John · 694 weeks ago

Better hope Jackie Jeter doesn't read this, she will reprimand this driver for what they did!

+8 Vote up Vote down

inDCent · 694 weeks ago

There are a few people at Metro who take pride in their job and do their best. We should definitely make examples of them whenever possible. I've even submitted a comment on WMATA's website for the afternoon station manager at Medical Center.

+3 Vote up Vote down

Chek · 694 weeks ago

Exceptional customer service!

+5 Vote up Vote down

guest · 694 weeks ago

Too bad this is exceptional, but kudos to Ms Glenn for doing the humane thing.

+5 Vote up Vote down

John · 694 weeks ago

Today, Dr. Gridlock went the extra step, above and beyond, to defend metro and their ridiculous "we fixed escalators" press conference:

Q.
Escalator Ribbon Cutting Ceremony

How embarassing is it that Metro had to have a press conference to celebrate the repair of escalators at Union Station and Foggy Bottom? Is it really necessary to celebrate metro doing what its supposed to do, at a snail's pace? On top of that, escalators at Foggy Bottom have already been reported as out of service.

A.
Robert Thomson :

Riding Metro can be pretty depressing with so much stuff torn up for repairs and so many weekend disruptions.

I've said several times that the general manager and other top transit officials need to be out there highlighting when something goes right and we have some progress. GM Richard Sarles has done that on several occasions, such as when Metro added trains for the Cherry Blossom Festival crowds or added new buses to the fleet.

Let's take the Foggy Bottom example. Those are the first brand new escalators installed in 15 years. The Foggy Bottom entrance has long been a source of rider complaints because of the busted escalators.

I like the idea of a senior Metro official coming out and saying, We know this has been a problem, we did something about it, and thanks for your patience while we were doing it.

(And, of course, the leaders need to be out there when things go wrong, too.)

1 reply · active 694 weeks ago

+4 Vote up Vote down

guest · 694 weeks ago

how embarrassing for the post. i guess we can take solace in the fact that no one reads the post and are saved from his enabling.

+5 Vote up Vote down

@VeggieTart · 694 weeks ago

Hats off to the driver for going above and beyond. I wish more were like her.

-3 Vote up Vote down

ANONYMOUS · 694 weeks ago

Let's be honest... most of the people in the trenches for Metro are pretty good people- who get all of the frustration that people have from closed stations, delays for "maintenance", poor information/no information, and the like (mostly administrative issues/decisions). I'd probably seem sour if I had to deal with all of that, but most of them (at least on the orange line) try to communicate and help the riders. It's nice to see that UnSuck is posting the positive, but alarming how few comments there are from others, seeing as by the time I read this blog there are hundreds of comments upon comments ALL NEGATIVE- Cheer up, people and celebrate people going above and beyond in their profession and following their conscience!

1 reply · active 694 weeks ago

+5 Vote up Vote down

dddddda · 694 weeks ago

It's too bad you are negative right now, but the truth is we run into too many surly employees each day. This weekend I got to experience the best of Metro, as they went all out to have friendly, helpful staff and very efficient shuttles at the closed red line stations. It reminded me of the days of yore (6-10 years ago) when that was the service I expected from Metro on a daily basis. If Metro could even provide that level of cheerful, available helpfulness these days, I think most of us would be a lot more forgiving...I know I would. Trains break and buses get stuck in traffic, but they don't have to be dicks about it.

-6 Vote up Vote down

RGG · 694 weeks ago

".....celebrate people going above and beyond in their profession and following their conscience!"

Good luck with that. This is a Metro hate site. Anyone saying otherwise is delusional due to the rare "positive" post.

2 replies · active 694 weeks ago

+2 Vote up Vote down

John · 694 weeks ago

Go back to defending Jackie Jeter, you slug.

0 Vote up Vote down

former employee · 694 weeks ago

Is this you Jackie Jeter???

+1 Vote up Vote down

@VeggieTart · 694 weeks ago

This is not a Metro hate site, but a site to gripe about what Metro does wrong--which is plenty. But I'm pretty sure Mr. Unsuck also believes in giving credit where credit is due and mentioning when they get it right. Not to mention, this is a feel-good story that can brighten our day just a little bit.

I think (hope) "dude" was being tongue-in-cheek when he said what he did.