The Topeka state journal. [volume] (Topeka, Kansas) 1892-1980, 1911-03-29
Santa Fe Inaugurates Employees
Courtesy Campaign.
j. M. Cornell Issues Circular
for Entire System.
HELP THE,PASSENGERs
Put Yourselves in Their
Place." Says Cornell.
Other Items of General Inter-
est in Traffic World.

That courtesy on the part of railway
employees is the best kind of a divi-
dend payer is the belief of officials of
the passenger department of the Santa
Fe, who have inaugurated a movement
to increase politeness among employees
or that road. The Santa F'e for years
mas been educating its employees along
such lines, and officials of the roads be-
Heve the influence of their efforts al
ready has been noticed by the travel
ing public.
1t is the passenger department which
comes into contact with the greatest
number of people, and for this reason
the Santa Fe passenger officials believe
IL IS well to keep hammering away at
employees. To this end, J. NJ Conneu,
general passenger agent at Topeka, has
prepared letter which he is sending to
all passenger employees of the system.
and which he believes will emphasize
the need OF courteous treatment toward
the public. The letter reads:
Let none OF us seek opportunity to
humiliate passenger through an as
sumption of superior knowledge or an
exacting or sarcastic attitude: as for
Illustration: A passenger ruShes up to
the window and demands to know the
time of the next train west. Don't draw
his attention to the vast area located
to the westward, and point out the inn
possibility of your anticipating to what
punt ne Is OOSl1l0Q, OF, OG-
Ing technically inclined, give him the
time of departure of the next train
west, regardless of conditions whether
it is a local train or limited. This at
titude is not clever.
place yourself in the passengers
position; realize that the apparent
thoughtlessness of his question is not
intended to annoy you, or to give you
an opportunity to enjoy your humor at
his expense. Endeavor TO consider his
questions intelligently, and appreciate
their true import. Answer him court
eously and patiently. Perhaps your
hurried passenger is destined upon an
unpleasant or sorrowful journey; 10
not make his discomfort more poignant
by the unfriendly and hostile attitude,
but be glad to smooth his way a bit
with a kindly word or thoughtful sug-
gestion.
1--WE often have inexperienced passen-
gers whose journey makes it necessary
to change cars one or more times. Take
pains to show them their route, and
explain what time their train leaves
the junction point, how long they will
have to wait at such point, etc.
1T is a good plan, especially in the
case Of aged people to take time tabla
and mark with pencil each train the
passenger is to use, also junction point.
This information, with the assistance
of our conductors. will give the pas
sengers the experience of travelling
without worry, and in many cases will
be thoroughly appreciated and have the
result of bringing this passenger to our
lines whenever he or she finds it neces-
sary to make a railroad trip.
Never allow any personal feeling to-
wards a prospective passenger or in
quirer for information to enter into
business, but bear in mind that you are
not acting for self individually, but as
the representative Of the company. the
principal motive being to maintain
good will between the company and Its
patrons