The Greyhound Experience

Hello to all, it’s been a while since I have written. I just have not been inspired. I know that I should not let the rut get me and I should pull myself out. I said I was going to write this when I got home the day it happened, but I didn’t. Since I received a letter in the mail after contacting the CEO and VP of Greyhound, I thought I would share the outcome to see what you all think. Here is my letter explaining my experience.

Myron Watkins
Vice President
Customer Experience
350 N St. Paul St.
Dallas, TX 75201

August 10, 2014

Dear Mr. Watkins:

I am writing this letter to share an experience that I had at one of your greyhound bus stations in Columbus, Ohio. I purchased a ticket for my son to travel to Kansas City, Missouri. The bus was scheduled to leave at 11:25pm on August 8th. We arrived about 30 minutes early as we might have thought that there would be other people traveling and I wanted him to have a good seat on the bus. Well, some time passed. About 30 minutes or so after the bus was scheduled to leave we were told over the loud speaker to get in line. We stood in line with the other passengers for quite a while only to understand that the bus was still not loading. We were scheduled to board at gate 10 and there was a bus there. However, no one was getting on or off the bus. At about midnight (and still standing in line mind you) I went over to the service counter and asked the service person if there was an issue with the bus as we had been standing in line for some time. His reply to me was, “The bus just got here”. Well, as you can imagine I was somewhat taken aback because the bus from my perspective had not just got there it had been sitting at gate 10 for about 45 minutes and there was no movement of loading passengers whatsoever. We continued to wait. Might I add too that there was no communication to any of the passengers as to what the delay was. At 12:25 (evening) the bus finally left the gate.

So, I have a concern with this whole process.

I would imagine that being in the this type of business, customer service would be high on the list. The rating that I would give for this particular travel time would be very poor. There was no communication at all on why the bus was late The driver had nothing to say, the people at the service desk had no clue what the schedule of the bus was and why the bus was not on time. We ( My son) and the other passengers were just standing there wondering what was going on. The other part that was confusing was that when the bus finally left it left from a different gate then what was said when we we arrived so when when they had us move of course passengers that were at the end of the line moved to a different position in the new line and my son lost his position in line.

This was a very poor experience at the Columbus, Ohio greyhound bus station. I have not traveled with greyhound in a very long tim, but I can remember that the service was much better when I traveled then what it was on August 8th, 2014.
I would hope that someone could look into how the service could be improved so that the next time we consider our options for travel we may consider greyhound. At this moment I cannot say that I would want to experience that kind of service again.

Sincerely,

David Beaumont

______________________________________________________

After about a week or so of not getting a response I sent an email out to the CEO and the VP indicated in the letter. The VP did respond after I sent the email. This was promising as I received such a quick response.

Below is the email that I received back:

On Sep 2, 2014, at 3:08 PM, Watkins, Myron wrote:

Mr. Beaumont,
We did not have a record of the letter you attached in yesterday’s email.
Nonetheless, I’m glad you followed up and send an email yesterday.
We are looking into the failure that occurred Aug 8th. I, or a member of team will be contacting you soon to discuss this further.
In the meantime, I would like to apologize in advance for the bus delay and lack of information in Columbus, OH.
Thx
Myron Watkins

—–Original Message—–
From: David Beaumont []
Sent: Monday, September 01, 2014 8:54 AM
To: Watkins, Myron
Subject: Letter sent

Hello Mr. Walker:

The following letter was sent to you on August 10, 2014. I have not received a response from you. I just happen to run across this email while sending a message on Twitter about obtaining a contact when you have a bad customer experience.

__________________________________________

I am not sure why the letter was never received, but in any case he did respond to my concern. A few days later I received an email from the district manager at the Greyhound station explaining how he was sorry that I had to go through a not so pleasant experience. His response was the following:

On Sep 3, 2014, at 2:20 PM, Rogers, Brian wrote:

Hello Mr. Beaumont,

My name is Brian Rogers I’m the District Manager responsible for our Columbus facility. Your email and letter regarding your recent experience was forwarded to me for resolution. Please accept our apology for the inconvenience you experienced during your family’s recent travel. I will be following up with the management team in Columbus to make sure we are delivering the best possible service to our customers going forward.

Thank you for taking the time to write us to let us know about this issue as this is not the level of service we expect our customers to experience when using our service. As a customer service gesture I would like to send you a travel voucher that you can use towards your next trip, we would definitely like another opportunity to provide the level of service you deserve and we expect our staff to deliver. If you would please provide me with your mailing address I would be happy to mail the voucher to you.

Again Mr. Beaumont please accept our sincere apologies, I assure you this matter will be investigated and necessary steps will be taken to prevent this sort of incident from happening in the future. If you have any further questions or concerns please do not hesitate to contact me.

Regards

Brian Rogers
District Manager
Greyhound Lines, Inc.

________________________________________

So, I feel that I have their attention at this time so I figured that I would be receiving some type of resolution or next steps about how they (Greyhound) plan on improving their level of service and the customer experience. So, today I received in the mail the following:

IMAG0820

While having a voucher for my inconvenience is a super nice gesture from Greyhound and I am grateful for the gift. I would like to know what steps are being taking to improve the experience for the customer. Not all customers will write a letter expressing their dislike for something. I think part of the reason is that it takes time and energy and most people might feel nothing is going to come about improving a bad experience because they are one and the company is many. So it would be nice if Greyhound did follow up to share what improvements they will or have done in the coming months. Do you think it will happen? I guess time will tell. Do you think my experience and the response from Greyhound was a step in the right direction to begin an improvement to the customer experience? I’d like to hear your thoughts.

As always, thank you for taking the time to read my blog and sharing your experiences.

Author: dbeaumont16

Known for delivering outstanding customer support to clients, David Beaumont is a knowledge seeker and results driven visionary who builds relationships with clients and peers by aiding the end-user through training and development tasks. David is a qualified support professional, HDI Certified and holds a Bachelor of Science in Business Administration, Finance from The Ohio State University. He has more than 15 years of experience in customer service, EDI and client support. You can follow him on Twitter @dbeaumont266 or feel free to comment on his blog: https://customerserviceisreal.wordpress.com. You can also connect with him via LinkedIn: https://www.linkedin.com/in/david-beaumont-9299b46/

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s