Customer Service:
'The Most Important Thing I Do'

Greg McReynolds

Greg McReynolds is a locomotive engineer at Carbo, Va., who exemplifies thousands of people on the NS team when he speaks of his mission to serve NS customers.

"Customer service is the most important thing I do," says McReynolds, who has 14 years of railroad experience. "Good service ensures more business for NS and ensures our future. If I do a good job, then the word gets around that NS is a good company to do business with."

Wayne Peters, a train conductor at Adel, Ga., echoes that commitment. "I have a great relationship with my customers," says Peters. "I respect them and keep them informed. In turn, they keep in touch with me, and we make things work to both our advantage."

Mac Ingram, transportation coordinator for Sierra Pine Limited, a manufacturer of particle board, is one of Peters' customers. "Wayne is excellent at what he does, a real professional," says Ingram. "He communicates well, and we are happy to have him working with us. If NS operates as well as Wayne Peters, they'll do well."

Wayne Peters

Peters, who has 21 years of railroad service, calls his customers at least once every day. "They respect me for that and therefore are more likely to stick with NS." He even gives customers his home number so they can reach him around the clock. "They do call me at home, but I don't mind. I want to give them what they need."

Customer service is a team effort. "My crew steps up when it is needed," says Peters. "They know what our customers expect, and we work together as a team to provide it."

The same is true of McReynolds: "Our team will keep things moving and make sure the clients get what they need. It's not just me; it's about the team and providing service."

And, says McReynolds, "We have made the connection between customer service and safety. We will continue to improve."