Omaha daily bee., 1910-06-13
Miller Lectures
Rail Employees
on Courtesy
Always Live Subject, Says General
Freight and Passenger Agent
of Northwestern.

Courtesy and Discourtesy," Is the sub
ject Of an article prepared by s. f. Miller
general freight and passenger agent OF the
Northwestern road for the employees Of
the company. Mr.. Miller says that dis
courteous reply should never be given TO
question under any circumstances, re-
CARELESS of the provocation received.
Courtesy and dlscourtesy," said Mr..
Miller, is a subject on which more ser
mons have been preached, more criticisms
offered by the public than any other one
subject having to do with the relations be-
tween railroads. their employees and the
public but 1t is always a live subject, as
thousands Of new employees start daily.
1.-THE trouble is, a station agent, ticket
clerk, or combination operator, ticket clerk,
cashier, baggageman, etc, has so many
little. but necessary, things to do at the
very time the public congregates at the
station in anticipation of the arrival or
departure Of passenger trains, that he gets
working at high tension, and under such
circumstances 1t takes an artist to make
a reply properly to the many questions
asked-Isome Of them being for the express
purpose OF showing friendly interest on
tho part of the patron, and Of no moment
whatever.
"A proper reply means of course one
which the public anticipates, and in reality
has reason to expect. l have noted a very
courteous but busy office employee reply to
q lady's question as to the correctness of
the time indicated by the clock by saying
Yes, ma'am,' and going on with his work
to the discomfort of such lady, who be-
lieved he was discourteous because he did
not either make more detailed explanation
! or show at least slight interest in an at
| tractlve patron.
| 1.-THE foregoing covers cases where crit
icism is unjust, but that must be expected,
and does not in any way excuse an en-
| ploye for bringing criticism on himself Cor
the company by being caught off guard
| just because rushed with work.
Unfortunately there are many cases
where criticism is just, and the conscien-
tious man feels it severely. There are in.
experienced employees who will some day oc
cupy prominent positions, and be considered
gentlemanly in the extreme, who did moi
appreciate the Importance of this subject ii
their younger days in the service. There
are some of course, who purposely make
1t disagreeable for the public by belittline
| the subject or question brought up anC
| whose consciences do not cause them L
| lose any sleep; these, however, do not us
ualy accomplish much, and in many In
stances their duty is changed, or their re-
lations with the company have been sew
cred, so they do not come in contact witt
patrons. No matter how busy we may
be, a courteous reply is absolutely essentia
to the most innocent question and the habi
should be cultivated.
"A discourteous reply should never bt
given under any circumstances, regardless
of the provocation received. The railroad
getting the most passenger and freigh
business today rs the one offering the bes
service, the one with the most courteou!
and loyal employees.
Every employee Is solicitor, not by di
rect application, but by his bearing toward
the public and his assistance in making
the service offered by his road attractive
This applies particularly to employees o.
the ticket and freight crews, the baggage
rooms and to the train crews. Do not for
get a pleasant 'helloH with an effort X
satisfy queries on the telephone; this 1!
really very important.
ITO a considerable extent the public
forms it's opinion of railroad by its opin
ion of the employees with whom it deals
Let's make them think we'll of us, by meet
ing issues squarely, and not shifting re-
sponsibility.
IAN agent can usually avoid grievance:
on the part of patrons by a skillful ex
PLANTATION of things. little time and tac
thus employed will help the situation, bu
you Will make it about conditions"