I was asking the passengers what they really appreciated about the bus drivers.
As I listened to their comments, three distinctive areas emerged. What the riders appreciate most about the drives is they are helpful, friendly, considerate.
These riders did not elaborate on what they meant, but I have seen a few things the drivers do that demonstrate being helpful, friendly, considerate.
Helpful
It is common for bus riders to have many questions when boarding a bus about how to get somewhere. I have seen the drivers take time to answer their questions, patiently. Sometimes having to answer the same question two or three times, until the passenger understands. A rider may be somewhat apprehensive on how to get somewhere, and not know how to explain it well. So they ask questions sometimes not in the most logical, or clear order. The drivers show patience with this process until the passenger seems to grasp it. ...listening attentively to give the passenger the best answer and direction on what he should do.
I have seen this over and over again, and commend the drivers for their patience and desire to really help the passenger to get where he wants to go.
Friendly
I have heard this several times as a direct comment from the riders. They feel the drivers are friendly. This is important to those who ride the bus. When a person boards, the drivers are very approachable. Some people are reluctant to ask questions. The drivers have never given the impression of rolling their eyes, or some expression insinuating it is a dumb question. The attitude of friendliness makes the passenger feel very much at ease with the drivers.
The driver makes you feel welcomed with a friendly, cordial greeting. This sincerity makes you feel relaxed and in the hands of someone who cares about your well-being. Their friendliness certainly contributes to an enjoyable ride experience.
Considerate
In one instance, a person boarded the bus and didn’t know when to get off. He told the driver where he wanted to go. The driver stopped at the stop the person needed. He told the person that this is where he needed to get off. The driver was considerate in helping the rider uncertain on where the stop was. In another instance, a person with a walking limitation boarded. The driver saw this and let the person off at a better spot, on down from the designated stop… being considerate. I have heard this from many riders who said they feel the drivers respond to individual personal needs, as best they can.
One interesting characteristic of the bus culture is they are a culture of its own. The friendliness factor appeared very important to them. The bus is a part of their culture and the friend idea is of great value. Although the only time the riders see the drivers is when getting on and off the bus. Someone willing to pick you up and take you somewhere is seen as a friend. The bus does the same.
The bus culture sees this as a special connection. In their minds, the drivers are their friends.
Lesson learned: We can’t go wrong if every day we practice being helpful, friendly and considerate.
When you are kind to everyone you create distinction.
“If you are kind only to your friends, you are no different than anyone else.” Jesus
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Dale Shumaker
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