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Face- to-face on the buses
• METROLINE'S route controller for the C11, Steven Goodwin has hit upon one of the great truths of business and customer service (Bus route scores well for its reliability, July 10).
Life would be much easier without having to deal (especially “on a face-to-face basis”) with the paying customer.
I take his point too that buses would likely run on time if London was a wide, smooth, race-track devoid of all other traffic.
Sadly, wishing it was so is not going to ease his job and doing it publicly does nothing to help the confidence of the “obstinate and unruly” passenger in Metroline’s abilities.
DAINTREE PETERS
Twisden Road, NW5
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