[Greyhound](http://greyhound.ca/en/) treats their customers properly. In the tech sector, [one company](http://google.com) stands out as the one that serves their users first and stockholders second. It’s been a rude awakening to some of the others.

But if these ‘others’ need a second example, perhaps they could turn to one of the companies that’s been serving people and earning trust since 1914, long before the modern ‘tech sector’ was ever dreamt of.

###Coach Bus: The Customer’s Side

I buy a ticket. The ticket is not for a particular seat, a particular bus, or even a particular day. It’s just a starting point and destination, valid in the couple months following its purchase.

I can take whatever bus I want, but the onus is on me to be early enough that I get a seat. If I _don’t_ get a seat, I may have to wait for the _next_ bus.

###Greyhound’s Side

They have to plan a bus and a driver for every time and route on the schedule. If only two people show up with tickets, the bus runs anyways, and the schedule will be revised.

And if a greater number of people than expected appear, a second bus must run. This is a last-minute decision, and thus it means that there are buses and drivers standing-by, waiting to take the overflowing routes.

But what about if there’s just a _few_ too many people?

###Customers First

Yesterday evening I was coming back to Waterloo from Toronto. I was aiming for the 9:30pm bus, the one that _everyone_ aims for.

There were well over a hundred people on the platform, waiting on a bus that seats fifty-five.

The company ran three buses. But they didn’t even all do the same route. One went to the Kitchener Terminal, and the other two came straight to the University. The third bus was barely half full.

###Special?

Is this really that great? Yes, it is.

I’d _already bought my ticket_. [Their statement](http://www.greyhound.com/travel_information/bus.shtml) is:

Seating is on a first-come, first-served basis. Advance purchase tickets do not guarantee a seat.

This absolves them of any resposibility to me in light of my purchase, except that I get to my destination… eventually. Yet they voluntarily ran a half-empty third bus, a cost expended where the only value back was in customer appreciation.

Mike

← Earlier Later → Posted at 5:53 am to Business.

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