On the train into the city this morning, I saw one of the many pamphlets on the seats that the LIRR loves to throw around each month. But this one was refreshingly different, and on the front of it, was a letter from the new LIRR President, which was surprising. In all my years riding the LIRR, I don't remember having seen past LIRR Presidents take a similar direct-to-customer approach to their communications. Even more surprising was the message, which was devoid of railroad shop talk and instead focused on the concerns of the customer, and how the LIRR is proactively addressing those concerns in real time, rather than hiding behind committees or steering groups.
Based on early appearances, it seems the new LIRR President recognizes what so many others have not: the LIRR runs on its customers. Without them, there is no railroad. Sure it could exist in some kind of quasi, state-run system, but the customers are the lifeblood of the LIRR and for far too long, their concerns have been either ignored or downplayed. This LIRR President is taking a refreshing approach in communicating with customers like real people, dropping the shop talk and taking proactive measures to address customers' concerns in a way that will hopefully pay dividends in both the short- and long-term.
Let's hope he keeps it up.
Based on early appearances, it seems the new LIRR President recognizes what so many others have not: the LIRR runs on its customers. Without them, there is no railroad. Sure it could exist in some kind of quasi, state-run system, but the customers are the lifeblood of the LIRR and for far too long, their concerns have been either ignored or downplayed. This LIRR President is taking a refreshing approach in communicating with customers like real people, dropping the shop talk and taking proactive measures to address customers' concerns in a way that will hopefully pay dividends in both the short- and long-term.
Let's hope he keeps it up.