ISSUE 2
MANABUS.COM STAFF NEWSLETTER IT’S THE LITTLE THINGS!
JANUARY 2015 LUGGAGE WOES: Let’s solve them for good! Pg 3
Pg 2
STAYING CONNECTED Communication to our customers brings praise During some trying times over this holiday break, unavoidable delays and minor bus incidents saw some of our customers disadvantaged. These days it’s easy for customers to show their disappointment and annoyance at a situation they will pick up the phone or post an unhappy comment online. Instead, our Contact Centre had kept up a timely stream of responses and information and customers openly thanked them on our facebook page for being kept updated. A great deal more understanding of a situation is the result of clear real-time communication. And the communication was fed out to crews and our drivers and attendants who also came in for some kind comments... ...Although there was delays due to a crash on the way up the bus driver was really helpful and getting updates via email, letting us know was good too!
Testing times on the road this holiday break
High volumes of traffic, roadworks and accidents have contributed to delays and replacement buses being found over this holiday period. This has been the busiest time we have experienced since operations began in November. We also experienced some negative media attention and we are currently reviewing all of the factors involved to avoid a repeat episode. It appears we weren’t the only ones having a ‘cracking’ time south of Whangareiwhere multiple stretches of roadworks caused broken windscreens, lights and indicators from loose metal. One driver described the sound of metal hitting his vehicle as sounding like ‘rapid machine gun fire!’ Read the article. ‘ It’s also a good time to remind ourselves of the increased use now of affordable dash-board video cameras. More often, the actions of bad drivers are being caught on camera and finding their way into the media, as happened to another bus company just after Christmas. Read the article. I am pleased to say the three minor incidents that left our fleet reduced, while repairs were carried out, at no time put our passengers in danger. Thank you everyone for your vigilance,
Geoff
GEOFF NORMAN, Chief Executive ManaBus.com
... Drivers window smashed and he kept cool about it...got to my destination late coz of bus issues but we all got there safe. Mana Bus you are the bomb..feeling happy.
STOP PRESS: The Board of ManaBus.com have announced today the appointment of Sheryll Otway, General Manager of Howick & Eastern, to a leadership role in ManaBus.com. Full details appear in the document sent to all staff today. More news in the next issue of ‘Staying Connected’. - EDITOR Repairs underway to Bus no:2 at Kiwi Bus Builders in Tauranga