RE: Go North East - State of the Fleet
I think having watched their recruitment video, I didn't see anything mentioned about customer service. Also it screamed out what we will give you, not what we expect from you, such as having a positive attitude, being safe & reliable & having a good aspect of customer service etc.
Regardless of who is driving the bus, as long as the service is being delivered punctually, that's all anybody can ask for. Although just because somebody is the opposite gender, or has a disability or limitations, should not mean they can't have the same opportunities, as at the end of the day most jobs can be taught, and once anybody gets used to something they should in theory get better at it.
Also just based on the recruitment advert alone, it just appears to an outsider as a box ticking exercise, just rushed out to say we are supporting or doing this as a company. No real explanation to say why, similar with other recent campaigns they have embarked on, whilst the quality of their bus services continues to get worse.
Similar story across the industry however, it just appears the main focus is to maximise revenue, whereby employees increasingly feel as though they are just payroll numbers, with minimum investment in new resources, more stress brought on by reduced running times, more stopping on journeys due to frequencys being slashed, older buses brought in to most areas that were not council focused areas for funding & investment in new vehicles.
Then drivers getting it in the neck from management for the slightest thing in some cases, can be some of the big reasons for high turnover, not to mention some not being able to plan their life around changing shift patterns. You only have to take a read of employee reviews of why somebody left a company & most reasons are similar to with each other in some way, or indeed talk to drivers who may be with another company, and most would likely share their experience with the previous operator.
Although saying that, the retention at smaller independent operators seems to be much greater, where drivers seem to feel much more valued & appreciated, want to actually be at work, and feel they can talk to their boss as though they are part of the same team & not out to find any reason to make their job harder or give them a disciplinary. Also it just seems to a customer, especially on vehicles that don't have covered cab screens, that it's easier to interact with the driver when boarding & alighting the vehicle, and you tend to find the driver will actually acknowledge their customers much better & provide good customer service to them.