Evening journal., 1914-05-05
TUESDAY MAY 5. 1914.
PUBLIC sERYICE Am COURTESY.


~rHERE perhaps few cities in the world in which
the relations between tho travelling and the con-
suming public and the employees Of the public service
corporations cordial than those which
exist IN city. The politeness and thoughtful
consideration shown by motormen conductors, inspec-
tors collectors and the other employees OF such corpora
tons excite the the favorable comment Of
an visitors especially those from Philadelphia New
York, Chicago and other cities whore maximum of
energy and minimum OF courtesy seem to be the
rule. Once in while who Is not disposed TO
be courteous to the public works his way the SER
vice but have noticed that he doesn't last long
Neither tho corporation the public has any for
such disurher Of the established order, lie a mis-
nt on the service side, Just a snarlyI snappy and
i'll. patured passenger or consumer misht on the
side that IS served.
Bearing upon conciliaton Of securing
goodwill think the following editorial view in the
number OF the Electrical World a representa-
tive technical Journal is worthy OF a careful reading.
Probably the greatest need Of the public utility COM
pany Of today Is TO have the confidence OF IFS patrons
IN particular and the public in general. Nowadays
MANAGERS Of publicseryice corporations are sending
out circular letters to all of their employees carefully
instructing them how TO deal with the public. If the
instructions given We're carried out conditions would
be ideal; but they not always. Time and again
man may be told to be civil and polite but he will
De SO unless ne desires IN other words, real ciyity
and courtesy must come from within and not
from without
h too frequently happens among corporation en-
nloyes that the words Serve" and service are not
rightly understood. The utility company serves tho
people consequently the company and its officers and
employees are servants Dignihed service is honorable
and in no way degrading unless the servant himself
degrades IT,
II has become the habit to dwell upon the word court
esy u referring to the relations between public ut
ity company and the public, and Il IS good habit But
there are degrees Of courtesy rather there As the
mutation and the real article. There Is the formal
courtesy Of the lip and there rs the courtesy
which flows from the heart. The former freezes and
the latter warns. and the is seldom mistaken for
the other Stripped Of all yerbiage genuine courtesy
Is the doing unto others you would have them do
unto YOU But courtesy is not all that required TO
obtain confidence; there must be concliation. This
word expresses combination of attributes which com
pei confidence, namely consideration, aertness, sym
pathy, attention and courtesy
Most electric companies have regular or occasional
meetings OF their employees ID is suggested at
THESE meetings those responsible for public rela
Tons should give series of little lessons concilia-
ton Employees might be called upon demonstrate
how consumers should be handled different con
nluops ct each meeting one department should show
public from its viewpoint The manager should be on
hand 70 euucis suggest and point out the value the
risht way and the injury resulting from following the
wrong way. The attitude OF conciliation assumes
htnde complaints forgotten troubles vanish and
opposition fades away.
II state commission has power to dictate what
rates shall he charged and what shall be quality
service and the conditions under which il shall be sup
pied then why should Il control the personal treat
merit which shall ID given customers by public utility
company, through its employees Are not ciYility
courtesy and attention much a part of good SER
vice as the rate charged the voltage delivered?
Even admitting that have here public utility SER
sces which IN point Of courtesy 1t would be difficult to
excel IN community, there stl remains ii the
above much that should commend itself to the officials
and employees Of public utility corporations and also 70
these who avail themselves Of their services.