Riding the Large Organization Policy Merry-Go-Round

I understand the reasons these things happen. It is hard to provide customer service for huge groups of customers, if you are a large organization. But at a certain point, it seems like the customer always gets on the merry-go-round, where previous conversations get a little forgotten about, or policies get reiterated, even after the customer has pointed out that the policy is not being implemented.

I am on that ride.

You may have followed some of my previous posts, where I complain about the few cell phone users who create significant disturbances on the train I ride daily. These are filed under Public Etiquette, since I am working on incorporating the experiences and feedback into an essay on the same topic.

I recently received the note below back from NJ Transit:

Your information was forwarded to the appropriate departments for review and consideration. Our crews are supposed to make announcements regarding cell phone/electronic device use, especially when they overhear passengers speaking or listening to a device loudly enough to be an annoyance to other passengers. The electronic annunciators also periodically remind passengers to speak softly as do all of our public schedules. If someone is using any electronic device that is annoying to other customers it should be brought to the attention of a crew member..

Here is my response:

I just want to remind you that I have been commuting on the Northeast Corridor line twice each day, five days per week, since the beginning of November, and I have not heard a single human or automated announcement concerning cell phone courtesy during that time. I pointed this out in a previous email to you, so I am sorry for any confusion. If the electronic annuniciators are doing periodic announcements, then the period between announcements seems to be greater than three months.

Before I start annoying other passengers and being the general gadfly of my daily commute by complaining every day about the *few* passengers who are creating enough noise to affect every seat in the car, I really think it would be helpful to try going back to what you say is the stated policy of NJ Transit – i.e., making regular announcements, and making extra announcements when someone is clearly loudly gabbing for a prolonged period in a crowded train.

I fully understand how difficult it can be to keep policies like this in force, and I certainly do not want to make the job of the conductors on these trains more difficult, because they are doing an excellent job in every way I can tell (except they are not “shushing” the inconsiderate *few* who make the most significant disturbances).

Would it be possible for me to speak directly with the General Manager for the Northeast Corridor line about this issue?

Also, just to let you know, I still have every reason to believe that a single “noisy” care (i.e., the rest of the cars “quiet”) is a realistic option. The number of passengers who speak noisily on their cell phones would easily fit in one car. There are many other passengers using cell phones on the train, but many of them seem to speak happily in barely above a whisper, and often keep their calls very short. I really hope that NJ Transit will at least consider the idea of implementing a single “noisy” car. (Note: A single “quiet” car really seems unfair, in any case, since the number of quiet passengers would never fit into it.)

But for now, I really hope that NJ Transit can begin to again implement the policies which are already supposed to be in effect – i.e., standard announcements regarding cell phone courtesy.

Thanks again for your help and follow-up, and I look forward to hearing from you re: speaking directly with the General Manager for the line.

Wish me luck! (if you agree with my stance) If not, then I would really like to hear your feedback. And I really want to emphasize that all I am looking for here is for NJ Transit to more effectively implement a policy which has already been in effect for at least several years. I know my opinions about a single “noisy” car are a bit controversial, but they are mostly in reaction to the silly situation we have now, where customers are being placed in the awkward position of having to glare at each other when we annoy each other.

Oh, and if my tap-tapping on my laptop during my commute ever gets on anyone’s nerves, I do hope that the person will let me know. I make every effort to be very discrete as I write, and not get in the way of another person’s morning.