What a great week. Yesterday, we only had two punctuality failures and therefore had one of the best days ever. At the end of the day, punctuality for the month to date was 97.8% and reliability was 98.02%. Well done!
Another great moment was the celebration of over 130 years’ experience in the rail industry with long service awards recipients; John Lee, Barry Cryer and Robert Schwass. I admire people who dedicate their lives to a certain career as they often become the backbone of an organisation. Change is constant and new developments are always underway. Those who build on their existing skills and adapt to future requirements, not only have more fun in life but also provide stability and reassurance to others. I am honoured to be in an industry where people show this level of commitment.
On Wednesday I spent the morning with some of our frontline leaders during their leadership course. We talked about training, mentoring and coaching (I am not an expert and learned as much as all the others did). We also talked about the ‘old school’ boss versus the ‘new school’ boss’ and ‘old school’ employee versus ‘new school’ employee. I think it basically drilled down to avoiding thinking in terms of ‘us and them’, understanding each-other’s interests and accepting one’s own responsibility, rather than blaming others. This means talking to each other, which then leads to understanding. I believe a discussion is always better than an argument because and argument it to find out who is right, and a discussion is to discover what is right.
This month we received 99 complaints from passengers. In itself, not a bad score; as it relates to less than 6 complaints per 100,000 passengers. However, 22 complaints were related to unfriendly behaviour, something we have not seen before. I am keen to understand why customers feel this way, and what is driving this change.
Finally two more things. Firstly, I encourage you to fill in your wellbeing survey, it only takes 15 minutes and you will receive a free, comprehensive and confidential report on your health status. You may gain some valuable insights, including how to achieve your future health goals. Secondly, I am happy to announce that everyone who completed a PULSE survey helped to raise over $3000 for the Starship Hospital (Transdev donated $10 per survey completed) – Thank you! We will share the PULSE survey results with you soon.
Ma te wa/Bye for now,