Hear out the drivers

I wrote this after listening to the ATU (union) president express his gratitude toward County Executive Dahlkemper for thanking the drivers at the April 25 EMTA Board meeting. ~deb

The passenger boarding the bus was irate. The driver was trying to explain the new policy, but it wasn’t going over well.

The passenger stomped off the bus, cussing a blue streak. She turned around and took aim with her giant cup of soda pop. 

Luckily the driver saw it coming and shut the door, just in time for it to catch the big wet splatter of cola, cup and ice cubes. 

The new policy she was upset about had nothing to do with the soft drink. The passenger was upset about a sudden change that the company hadn't publicized much before putting it into effect. But the flying soft drink was just one of many types of insults EMTA drivers endure.

I'm not a driver. Lord knows I wouldn't have the patience. But I've seen this situation over and over again, I've spoken with drivers who have to put up with it, and I know it takes its toll.

Sometimes insults are just part of working with the public. There's only so much that can be done about ignorant people if you work with the public. 

But you should know that they have to put up with this, and the public and the company they work for need to appreciate that.

What the company can do is understand that drivers are often put in this position, getting stuck with explaining whatever the bus company has come up with this time, sometimes becoming the object of the passenger’s frustration or anger. It is truly emotional shitwork, and one for which they are not appreciated. 

That is one important reason that the company needs to ask for and value the drivers’ experiences with riders. The drivers are the number 1 source of feedback from riders. If the company encouraged drivers to share the feedback, they would accomplish two things.

First they would, of course, be utilizing a source for customer feedback. Secondly, they would probably make life a little easier for drivers if the company would listen to some of what gets people worked up.

The drivers get an earful as part of their job.

The least the company can do is to make every effort to hear them out.