Conductor's Spirit Speaks for Many at NS

Bob Stephenson, a yard conductor at Baltimore, is a 41-year railroad veteran who is committed to customer service.

During the latter half of 1999, it wasn't uncommon for customer conversations with NS representatives to conclude with a remark like this: "In spite of the problems, you've got a great employee in .... He's really gone out of his way to try to help me out."

Such is the case with Bob Stephenson, a yard conductor in Baltimore and a 41-year railroad veteran. He represents thousands of employees who work tirelessly to improve rail operations and customer service.

"I take it personally to act as a customer service agent," says Stephenson. "I make a point to ask my customers what they need. When you talk to people and you're sincere, they trust you, and that's where we can build customer loyalty."

Knowing Stephenson takes a personal interest in his business is reassuring to Mike Buckley, vice president and general manager of Terminal Corp., one of Stephenson's customers.

"He just goes above and beyond the call of duty in every aspect of what he does," says Buckley of Stephenson. "NS couldn't have a better representative."

Stephenson keeps his eyes peeled for business opportunities and never hesitates to suggest rail as the best alternative.

"I work for my customers," Stephenson says. "If I help them succeed, NS succeeds and so do I."

With employees like Bob Stephenson, NS will restore service to optimum levels and maintain customer loyalty.