We put the ‘cuss’ in customer service

I have never had a worse user experience than my ongoing, nightmarish relationship with New 
Njt1 Jersey Transit.

Today's train ride is a classic example. We've been stuck sitting just outside Penn Station for 40 minutes with absolutely no explanation whatsoever. Why? Because NJT is a public utility, has no competition and could care less about its image, reputation or customer service.

The NJT user experience is one, long holistic descent into a transit version of Dante's Inferno. It's not just the dirty trains, rude conductors and tardy arrivals. It's the quality of one's fellow passengers that puts NJT into the top slot of my personal 'Brands Hall of Shame.

My thanks to Scott Rosenbaum and Juke Box Hero Productions for sharing this recent photograph of a typical NJT passenger. Note the upscale attire and care with which he treats his seat. Thanks buddy. Right back at you.

In the past, I've suggested myriad taglines for NJT that would underscore its shoddy performance and enable it to deliver on a credible brand promise. Fellow Peppercommer Matt Purdue suggested a new one that I just love….

“NJT: We put the 'cuss' in customer service.”

4 thoughts on “We put the ‘cuss’ in customer service

  1. Were they even looking at your face Goose? I highly doubt it. This middle-aged woman has never been looked at a conductor, friendly or otherwise.

  2. No offense, Goose, but you happen to be an attractive young woman. If, say, you were an elderly old man, my guess is you’d be lucky to get a grunt from said conductor.

  3. not to totally negate your blog…but nj transit conductors (if they are men) are usually SO nice to me, they ask me how I am and how my day has been- note this is always a sunday train so maybe they are happier on sundays…but I have yet to meet a mean male conductor to date…

  4. Great post RepMan – you should try the service during a Ranger/Devil Game. Then you get the puking fighting fans after the game(s). Also lots of fun particularly when it stops in between Hazlet and Middletown for an hour while waiting for another train to use the track. What’s a poor man to do? See you tonight.