What Drives the Bus Driver… a profile, Dawn

What drives the bus system is the bus driver it seems to me.  A play on words here… the bus driver is the passenger attraction, and they make it all work. So I was wondering what drives the bus driver.

I have had the opportunity to ride on Dawn’s bus several times, and then have a sit across the table visit with her. (Thanks to the transit leadership for making the way to provide this opportunity.)

Dawn has several defining characteristics of her character that stood out to me. Here’s how she got where she is and what she is about.

Dawn didn’t have a childhood dream to be a bus driver. As a stay-at-home mom in a small town, when her kids got school age she wanted to get out more. She saw an ad that the school was looking for a bus driver. Dawn responded to the ad and the next 10 years or so she was taking kids to and from school. This plan was perfect for her… getting out and getting her kids, and the kids of her community, off to and home from school.

Later, a major school district was looking for a school bus driver trainer. That developed and after four years of training school bus drivers, she is now part of the CU Transit system. As a bus driver, she is also continuing her education at Drury University in Organizational Communications.

Her favorite part of the day is the early morning pulling out. Getting people to work, kids to school, she enjoys the time of getting people to where they need to go. I kidded with her that so you went from being a stay-at-home Mom to being the Mom of the city. She laughed which made me think I struck a chord. I think she gets similar fulfillment … getting people safely to their destination.

Two areas seemed to rise up in importance to her as we talked. Safety and respect. Dawn is very concerned for people’s safety and watches it carefully. I remember on a snowy day, as I was boarding her bus, she cautioned me to be careful, and watched my step as I was stepping on some plowed snow to get on the bus. She made it a point to make sure I got on safely.  I have observed she keeps her eyes on the passenger from the time they step on to seated, and then taking that last step off the bus ...constantly consistent in doing this.

Respect is important to her. All people deserve respect she told me. She listens well, and no matter who talks to her she is attentive to them. “Every person has value and every person deserves respect.” When you listen you also know your passengers’ needs. “How can you build your clientele if you don’t know the needs of your customers,” she added.

I wondered if she had to deal with any disturbances. No, she said, she usually nips any potential sign of that in the bud early on so it doesn’t escalate. Most passengers are very nice and courteous people she said. Being on the bus is an orderly, courteous and safe place.
(To me it may show how respect is reciprocated… show respect, you get respect.)  

The passenger group is diversified. Some people may see a small city bus as a service to the needy, but Dawn said her passengers are from all places of life. You see shirts and ties, work apparel, business and community service people, students… etc.

Give transit more than one chance, things are not always as they may seem from the first perception,  Dawn reiterated.   (Personally, I know that’s what I did. I gave it a chance. I tried it. Liked it. And continue to use it. To me, it is an interesting environment, gives me time to think and de-clutter my mind.)

What would you like from the passengers I asked? She said having their money, passes ready when they get on the bus. It’s important to her to be on time. An extra minute or two at several stops can put the bus behind on its time points. What concerns her are the cold days, people waiting in the cold when she is trying to get to their stop on time.

What stood out is Dawn’s character. She genuinely likes people and enjoys getting them to their destination. Her gifts as a person, which are strengths for being a driver, come through.  A helper by her nature, I saw Dawn excellent at interpersonal communications(knowing how to explain something at a person’s plane of understanding), a listener who cares for each person as a valued person, and one who demonstrates respect and, consequently, receives it too. She said her parents were good to people, a quality inbred in her character as well.

In the future, Dawn hopes her studies in Organizational Communications can bring added value to the transit system. Already good at communicating with people (add being “Mom of the city” :), Dawn brings transit an ideal of what those of us who ride the bus appreciate, are glad for and value.


“What you give, will be given back to you in even greater degrees.” (Jesus) 


(A recent book summary about givers and takers is at

http://spiritsavvybiz.blogspot.com/2014/01/give-and-take-giving-has-many-returns.html

Spirit Savvy Business blog by Dale Shumaker.)

Economic Impact to Spotlighting the Positive

When I boarded his bus last summer, the driver told me I looked familiar. Well, after some chatting I realized we both spent time at the Barnes and Noble coffee shop reading books several years ago. I told Fernando, the bus driver, that I would go there frequently to read best-selling business books.  I wrote biz book summaries about entrepreneur skills/strategies and posted them on the Internet.

Then, when on 22 this past Sunday,  Fernando (originally from Argentina) asked me if I ever looked into how much one bus can impact a community's economy. He began to point out to me that each bus run goes by numerous businesses, places of commerce in the community. A person takes the bus to the store, of many varieties. He/she gets a haircut, sees a doctor, grabs a sandwich. If you add up each person, plus the places where money exchanges hands, it can have significant impact. I was thinking about all the options, and I usually spend money somewhere when on and off the bus. It is a conduit so all sectors of society can participate in commerce, affecting the economic well-being of the community.

A few days before this, while on 2, I was thinking how much a local business, whose market base is on the bus, would benefit from riding the bus. Wearing their business logo on their coats, hats, shirts, people would see their business.  By encouraging their people to ride the bus, they could market their business. In warm weather, they could wear t-shirts with a marketing message. 

Following my conversation with Fernando, I thought it would be interesting if a college economics class did a study on the economic impact from bus passengers.  We have several outstanding universities in this city.  Take one bus, the stops, the dollar spent, add many passengers on many buses, all day… it’s my guess a lot of money not readily seen is moving through the community… contributing to economic strength through transit alone.

Some I think misjudge bus passengers as a bunch of freeloaders. I don’t see that. They do spend money freely, that an economy needs to have flowing. 

I asked Fernando what he liked about driving a bus. He said he liked interacting with people and driving. As a school bus driver, he was trained in driving a school bus by Dawn, now a fellow city bus driver. “One thing she told me I always remembered,” Fernando added. What is the most important part of driving a school bus?... the kids. Today, the idea still applies to my job.  What is the most important part of driving a city bus?…  the passengers. 

Fernando has started to post positive thoughts on the drivers’ bulletin board. Being an illustrator he adds a cartoon sketch to his positive thought of the week. He showed me his most recent one.  “You can’t stop the waves... but you can learn how to surf.”  “You know,” he said, “if we all did positive things every day the world would get better.” Well Fernando, think you gotta point there that’s a world changer. 

Needless to say, that bus ride with Fernando gave me several things to chew on in my mind. 

Life is about the difference it makes when small things add up… whether it’s money flow or speaking positive thoughts to each other. Look for the good and build on that. 

“Do not despise small beginnings; one seed can grow to be a tree with many branches.” (Zechariah, Jesus)

(Those who advance are very good at cultivating benefits from all circumstances. 
See the Spirit Savvy Business blog post at
http://spiritsavvybiz.blogspot.com/2011/06/spirit-savvy-business-heart-and.html
by Dale Shumaker, 417-224-3517)

Transit Drivers Helpful, Friendly, Considerate

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

(You may also want to check out the Spirit Savvy Business, where best-selling biz book summaries for the entrepreneur are featured... )

http://spiritsavvybiz.blogspot.com/

Dale Shumaker

They Smile a Lot

I have been asking around about what the riders like most about the bus drivers. There are many things. One that is standing out is their friendliness. 

What is intriguing is that those whose names came up more frequently smiled a lot. 

While riding with Larry Jones on Sunday, he mentioned in his career as a bus driver he had a trainer who emphasized the importance of smiling. Of the names who surfaced as liked most, they all smiled a lot… in addition to Larry J., Debbie and Dottie’s names came up.

Others are very friendly and accommodating. The drivers whose buses I ride with more have very positive qualities too. Dawn has a friendly, caring voice; Randy a jovial sense of humor; and Dan a cordial professional personality. All good qualities.

There are many other drivers liked and who are friendly, but the Smile Factor stood out as a defining characteristic of those mentioned more frequently. A smile goes a long way in making a person feel welcomed, valued, important.

More to come later on why the drivers are liked by passengers… more observations there. Although the smile factor rose to the surface.

Lesson learned:

Smile… whenever you have the chance. A smile will never hurt you and it may very likely make the other person feel special. When we smile, we can’t help but feeling a little better ourselves too.

“A smile is a light in the window that tells others there is a caring, sharing person inside.” Denis Waitley 

For a great line of Biz Book Summaries with a Spiritual insight check out the Spirit Savvy Business. http://spiritsavvybiz.blogspot.com/

Christmas Day at the Bus Terminal… not what I thought

Well, guess I missed this one. On a mission to be a friend at the bus terminal turned out to be not what I thought it would be.

The journey started out good as I went to the transit office to catch the first bus downtown. There they were... all lined up. Larry Jones, coming in to the office, told me I could go ahead and board one to get out of the cold. Nice gesture.

Then when downtown, as I got off the bus and watched the other buses pull out, I was told by the security guard I was not to hangout there. Told security what I was up to. She said it was not a good day, and few would be waiting at the terminal to board.  Decided to go find a restaurant. It’s Christmas Day and no one's open. Went back to the terminal.

Being a friend to those needing a friend was not there, because no one was there. People were busy going from one bus to the next when they did come in at the top of the hour(only four run on Holidays, and on Christmas Day only from 11 a.m. to 4 p.m..) So I really missed that one on my presupposition of what I would find, hoped to be/do on Christmas day.

The few there were… going home,  to a friend’s house, Christmas at someone’s house, another texting the whole time. When the buses came in the passengers scurried from one bus to another… not into the terminal. They were coming from the outside going to another part of town.

I think one area where the bus system gets hit sideways is people presuppose what is there, when it is there. The bus patrons were going from one place to another on a Holiday, and using transit as their means of transportation. If a person is not a regular bus user, he may presuppose many incorrect things. I presupposed what was happening at the bus terminal, during a Holiday, that was not there. We need to experience things to find out what really is going on. My mistake taught me a few things.

The lesson learned… find out the rules, conditions, check ahead of time about what you need to do and clear with whomever you need to, know what you are dealing with. Never presuppose what is happening somewhere, find out first.

My objective on Christmas Day was to be a friend to someone needing a friend and find out what passengers liked about the bus drivers. I think I ended up being the lonely guy I thought would be there. Left the terminal and came back home.

At the end of the day, I took 22 one more time. This time to ride around and back to my place, sorting out what I can use in my life the next time.

"Seek first to understand," Stephen Covey.

A Bus Terminal Christmas Day

Nowhere to go for Christmas.

Today I woke up feeling a little sorry for myself.

I was having coffee at my favorite morning coffee spot feeling glum, sad, lonely, thinking nowhere to go for Christmas, no invites, no special place to go on Christmas Day.  As I was staring out the window in the middle of my gloomy, bah humbug mood I see the bus go by.  

I felt a tug of the Christmas Spirit come over me. 

...  thought…

why not be a gift to others lonely during Christmas Day. I could go to the bus terminal and be someone’s friend. This thought ignited my Christmas Spirit, suffering at the moment.

So on Christmas Day I will be a gift to others waiting at the terminal and on the bus that day. Got an unlimited pass, so why not hang around the terminal and be a friend to those needing a friend. Others may have the same lonesomeness as me, but we can turn it around.

Needless to say, the spirit of Christmas came back.  Being a friend to someone needing a friend is the best gift I could give this Christmas. I felt I had a place and between me and someone else, I don't know yet, we can make it one of the most special Christmas Days I, we, have ever had.

Another lesson on the bus… we can be a friend to someone who needs a friend. We can find where they are and be a friend at a timely time.

Snow, cold, riding the bus a better idea

I have heard public transit is the safest and most reliable method of transportation when bad weather hits. A bus driver told me that a study on using a bus in bad weather showed that a bus is the safest method of transportation when it rains, sleets, or snows.

So, I used the bus after a big snow blast that hit the area with single digit temperatures staying below freezing for several days.

It was 9 degrees outside. I was bundled up with layers. Few were on the streets. Snow was plowed off the street unto the curb. Here comes the bus. The bus pulled up a foot or two from the snowy curb. I had to step on this pile of snow to get on. It was a little challenging as my one foot pushed down into the snow when I stepped on the bus. I lost my balance slightly(well, I had a carry bag on my shoulder. It slipped a little and that threw my balance off). The handrails are right there on the door which I hold on to when I board and that steadied me. (One note: The drivers are very conscientious about finding the best spot to pick you up and let you off in such conditions. In this case, the snow plow had just gone through and there was not a very good spot to be found.)

A lot of snow boots were on and off the bus, so the floor was wet from melted snow. I thought it might be slippery, but the new rubber-type floor material gripped my shoes even though very wet from the melted snow. The floor(which had to be some high tech, non-slip composition) actually seemed to provide better traction being wet, and probably safer than any flooring in one’s home.

Once on the bus it proved to be a great way to get around. The bus drivers are very skilled to drive well in inclement weather. The bus is heated so I unbuttoned my coat for the ride.  I was immediately in a warm, temperature controlled environment... a comforting and secure place.

What I appreciated was the peace of mind and comfort while getting around, knowing I didn’t have to be the skilled driver in snow, keeping my car safe from accidents, keeping me safer than in a car,

The terminal is heated as well so I could wait for the bus to return in a warm environment.  When getting off, the walk was a little brisky.  One positive is the walk keeps you warm. So it’s not as bad as the waiting part.

All in all, to face cold for 5 or 10 minutes…  that was the hardest part and that first step… after that it was great. To be warm, without the stress of driving on slick streets, and knowing I was with safe transportation made up the difference.

When it’s snowing and really cold, be sure to dress extra warm with layers, extra socks, thermal gloves, and thorough head covering including ears and nose, and carry as little as possible with you  Then when on the bus you can relax, enjoy the snow scenery and leave the getting around part in the hands of a skilled, experienced driver.

What I learned is the rewards of faith require courage to take that first step. Rewards of faith only come after that step.