New-York tribune. [volume] (New York [N.Y.]) 1866-1924, 1908-09-13
CONCERNING COURTESY
LACKAWANNA ORDERS
Railroad Admonishes Its EmDlo,,s,
To BE Polite to Patrons

were to follow In the footsteps OF the r,.1-g
Lackawsnna & Western Railroad in urging 49,
employees that courtesy pays the country ,a,,s
soon be known for IT'S manners. Travel1s-. -
plain. and with cause. Of the noticeable lat !.
courtesy received from railroad employees ., =
eral. the comment frequently being made -.
such employees appear to feel that the patron. -
the road much inaniHate freight TIA. tba
have right to ask questions. seek information a.
approach brass buttoned uniformed official sxcsn,
BY permission In fact. many railroad euplovs.
take TO themselves great arrogance OF manner ara
overbearing authority that would not be Tolerated
by the executive officers II known This attituds
has been the source OF much bitterness the part
of the public and great annoyance these officials
minglIng with the travelling public and business
houses seeking the favor Of their patronage Often
months OF labor the part OF passenger ang
freight agents has been set at naught by the IN
toIerabTe 'onensiveness Of underIing with ar
idea that his company is beyond the necessity OF
showing courtesy to the public.
The Lackawanna has been one OF the first OF ths
big corporations awake to the full knowledge that
more flies are caught with honey than with vine
gar, and that the policy OF "the public be d-ed'
will not hold ia these days OF active competition
for freight and passenger business Quite re-
Gently circular has been sent out TO every en-
pIoye OF the road this subject. The thems
might well have been based upon Ralph Waldo
Emerson's couplet.
But there IS time FOR courtesy.
The road Of anthracite has not established a
school Of manners. but has sent out excellent
guide how to travel the road TO popularity In
fact recalls the story OF the Gar and Prince de
TaIleyrand when the latter was Ambassador rom
France to the Russian Court
Walking one day in the gardens Of the Winter
Palace. in St. Petersburg. workman removed his
hat and bowed his head as the Car and ths
prince passed him. TaIIeyrand doffed his hat with
courteous smile. saying Good morning The
Car said. ITO whom are you bowling; that IS but
a slave and Talleyrand exclaimed:
.sire. would you have slave teach me cour-
tesy?"
The I,ackawanna circular Concerning Courtesy
Incorporated in the latest timetables OF the road.
has made decided hit wherever II has been read
by officials of other corporations. and the demand
for copies has been extensive. II has recently
been reproduced by four transportation companies.
one of the large telegraph companies and many
business houses. 1t is not an order. but rather
points the way in a concise and plain manner. The
circular reads as follows:
CONCERNING COURTESY.
The following expression 70 its assnss conductors ans
Railroad Company on subject OF vital Interest,"
10 patrons:
The possession in marked degree any worthy faculty
should always be incentive to develop that faeulty
representatives the faculty Of being cou
cutivae and exercise this faculty the company
consratulatons and its thanks to those who may not
sideratIon OF the following Is suggested:
First-Ths principle underlies courteous treatment
would they should do unto you
secondLn highly complex and technical a business
such az that OF the railroad 5nere are many Jass Saf
with perfect familiarity but which the public DO no,
should comprehend them without asking questions but
sney s s., mil and clear as you can maks it. ard
knowledge.
-,,- v---s -s univ ONE means ~ expression and
MANNER quite important: therefore. remember thar
marx Of seifrespecting man but your words
machinery in making them move effectively to
their purposes
Fourth-True courtesy Is no respecer Of persons It
remembers that "a mans for a that and gives
the l-cad stranger TO an Official Of th' company
not only S :, sqs5ans the public have
1t Psss an Tes q f th eompany you
pays minimizing the friction Of your life as well
between the Company and its patrons.
1t IN raising standard with the company.
1t IN the personal satisfaction resulting 6 R9E
1t is the wish Of the management Of this company
whose work brings them into
Up to- 70 their duty and privileges IN
How many people can recall incidents in me
treatment they have received from corporation
employees that are fully covered by the I'VE divl-
sfons OF the above? Surely 1t is as easy to give
pleasant answer to inquirer as It is to grunO
out discourteous or an insulting one True, traVei-
lers often goad officials to desperation Duh INC
latter should realize that travelling IS an event H.
often the event Of the life of the anxious inquirer
as TO the hour the 2:10 train leaves they snouu
remember that seemingly. to them, unlrlporlahS
and senseIess questions are TO the Traveller III
portant and pertinent 1t IS really, as the cHeu-
lar SAYS not only an employees duty but priv
tlege to be courteous. for in nearly every case .
INQUIRER for information IS one OF the many Ins-
help to pay salaries and pile up DIVIDENDS l0E
Courtesy pays IN more ways than ore anu a.
employee who Is courteous to all is seldom Owe
looked by his superiOrs when promotions aTo -
order A pleasant address and a kindly nla.i
have boosted many a man into the eAee.u
chairs of the big railroads and other cOrpoEaHos
when men with equal technical kno"Ieus0 -
boorfsh manners have been left benind-
The I.ackawanna has taken the right step 81
will lose nothing by the move for courtesy "
patrons from its representatives II SHOWS . 49,
err realization OF it's obligations. and the a'1'1-
Of the company may be ennulated by every 90.
poration whose employees are constantly III 80.
with the public. Arrogance begets anger ".
courtesy 1noIlifies-and. never mind how assl@
ing the situation. the employee will win WIN
remember that a soft answer turneth away W."