There is a general perception that Metrorail staff is lazy and
incompetent and yes some are but it is wrong to say all staff. In a previousblog I mentioned Metrorail requires all aboard and how I try to play that role
by being an SQM [Service Quality Monitor].
Past three years I’ve had the privilege of meeting some really
talented, hardworking, dedicated, committed, loyal individuals who all work for
Metrorail.
Sadly the stories of these employees go unnoticed and they rarely get
a thank you. I decided to write a short summary of five of them (to protect
their identity, I’m not using real names).
Customer first:
Marlon worked at Cape Town station but was so efficient, he indirectly
highlight the shortcomings of his colleagues. He would walk from platform to
platform and any commuter who had a confuse expression he would approach and
assist that commuter. I’ve witness how he especially helped the elderly and
disabled, making sure they board the correct train. He’s now at a new station
and even here he does the same thing.
Information ready:
Pamela also at Cape Town station is occasionally on the platforms and
when she’s there it’s with a train schedule, train cancellations, delays and
commuters are informed of what is happening. She always have a smile and
willing to help any commuter who needs assistance.
Proactive attitude:
One Sunday morning I arrived at Brackenfell, totally confuse from
rushing to get there. Not sure whether train arrived or not, a very helpful
Ethan came to me and ask if I needed assistance and about the delay on the
line. He also told me what time the next train would be and he would advise me
not to take MetroPlus as it is not safe on a Sunday. Ethan made such an
impression on me he’s one of the very few Metrorail employees I will not
forget. I’ve seen him a few times again since that day and he still greets with
a friendly face asking if I need assistance.
Beyond the call of duty:
On afternoon a train failed, blocking trains at station I start my
daily journey. Off-duty Jacky read the messages on the internal Metrorail
Whatsapp group. Instead of enjoying her time at home with her loved-ones she
started phoning around to ensure the necessary customer communication is done
and those stranded at her station is informed.
Leadership not management:
A year ago Metrorail trains were experiencing such major delays the
Worcester train was late by more than four hours. Commuters were left on their
own, wondering when trains will move. It frustrated me that in their darkest
hour Metrorail opted not to communicate. Shortly after sending an email to the
senior management, two of them went out to where trains were standing and one
of them started engaging with the commuters.
Yes the service is far from what we deserve. I’ve previously mentioned
management never shifts the blame, but the Regional Manager takes the punches
thrown at his staff. He also takes responsibility for every commuter, even if
they don’t feel this is what happens.
Yes the service is far from what we deserve. I also don’t see the
perfect service in the near future, but I do know that many employees at
Metrorail go beyond the call of duty. Many within Metrorail give their best and
more. Many will put in extra hours, own data, airtime and money to bring the
human factor to the company.
Metrorail’s service is not perfect, but they do have some really good
staff that we don’t always appreciate. Let’s take a moment and remind ourselves
that person also have a family to go home to, is just trying the best under
difficult circumstances, might want to do more than they doing.
To the Marlon’s, Pamela’s, Ethan’s & Jackie’s of Metrorail, thank
you
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