Sensitivity

Hello Improvement Seekers,

I believe the following evidence should point administrators in the direction of planning a seminar for employees  sensitivity training.  The driver Jimmy showed up this afternoon, Saturday March 24, 2007.  My mom spoke to him first, as she was downstairs on the street when he arrived.  I was upstairs trying to call Triple A about the ride that was late.  She explained to me when I arrived moments later in a low voice how he seemed grumpy.

It is hard to explain how you come to an assessment like this.  Let me try to explain by an example of his behavior when we were departing from his vehicle.  All of a sudden he started saying hurry, hurry to my mom.

This is simply not a good idea to do.  Her age doesn't allow for quick movements.  I am glad she chose to take the wise course of action and depart from the vehicle in an orderly fashion.

When calling up the reservation line to see if the return ride was coming, there was another insensitivity observed.  It happened when I said, "Hi I am Sanford."  All of a sudden the female reservationist started yelling about my name meaning nothing.  She went on to yell about needing my PIN.  It seemed as though she was exhibiting some displaced anger.

I believe a reservationist who politely asks for a PIN would fare much better.  Antagonizing others is simply not a good modus operandi.  I called back and spoke to a different reservationist and had absolutely no problem at all.

When my ride arrived to take me back home, the driver was Noel.  He told my mother how I reported him a few months ago because he had his AM radio on.  He couldn't understand why I had asked him to shut it.

My feeling is that a driver should have some consideration for passengers.  A foreign talk station is very hard for English passengers to comprehend.  It is much harder to comprehend than a foreign music station.  If a driver doesn't want to change a foreign speaking news or talk format station to some kind of music or English, my position is for the driver to shut the radio.  If the driver has a problem with this, then he should be speaking to his employer.  I don't think that constant reminders to a passenger about the drivers position on this is helpful.  If anything it is counter productive.

In summary I am led to believe sensitivity training is desirable for employees of the Triple A paratransit contracted car service.  I would be more than glad to follow up with this if somehow Triple A enabled me to help with this regard.  I can make sure professional help is located for their employees if there is a willingness to proceed with it.

Sanford Rosenthal

Regret weekend March 3, 2007

Hello Improvement Partners,

I regret that I have observed ways in which improvements could be made but haven't thus far over this past weekend March 3 and 4, 2007.  Saturday afternoon the driver finally shut the AM radio that had been tuned to a foreign national talk show.  The conversation that ensued had to do with his view about freedom and discrimination because I agreed that if he had the radio dial on English, I wouldn't have complained.

I kept explaining that freedom meant that he could listen at home.  I didn't understand the foreign language, nor did I want to learn on this particular day.

I sure wish he would have spoken to his employer rather than me.  Also I wish he would have listened to me before I had to reach for my Cell phone.  This action helped him decide to shut the radio, but not to stop badgering me about his views.

Then on Sunday night the dispatcher Laurie went through her usual rude routine.  I called on my mom to continue trying to reach Laurie.  When mom finally did, Laurie's response was a huh, and an uh.  I believe Laurie could profit from some professional courtesy lessons.  Laurie's response was also regrettable because my mom was only inquiring when the late arrival would finally get me.

Unfortunately after waiting over twenty minutes to speak with this dispatcher, they were summarily disconnected after my mom asked about when the ride would come.    I understand from anecdotal evidence that this happens frequently with Laurie.  She is often observed hanging up after the caller waits indeterminably long periods of time.  Drivers also have an unflattering portrait of Laurie to reveal as well.  The upshot is that both passengers and drivers get additional tension when dealing with her.

These actions add up to additional handicapping of individuals and services that are counter productive.

Thank you,

Sanford