Selling Transportation

Mr. A. W. Mouat, Commercial Member.

One of the most interesting developments in our Railways of recent years has been the creation and growth of a special branch, the members of which devote their attention especially to the sale of our commodity—Transportation—as distinct from the great majority of our staff who are engaged, so to speak, in the manufacture of our stock in trade. One has only to consider the matter for a moment to realise how entirely logical is this page 17 development. All successful wholesale businesses have their own specially selected staffs whose duty it is to create, maintain, and increase the demand for whatever commodity the business deals with.

The Railway Department is in a similar position. We manufacture and sell transportation. Our facilities for increasing the volume of our stock-in-trade are capable of enormous development. The more we develop, the lower will be the cost of production. And, as greater turnover and lower cost of production make for the material prosperity of the Department and, consequently, of the staff, it is directly to the interest of every member to increase the demand for our product.

Although previous appointments had been made of officers who were designated as Commercial Agents, it was not until 1924 that the first step was taken to constitute a business-getting organisation within the Department.

In that year, in pursuance of his policy of making a vigorous and sustained effort to retain and increase the Railway business, our Minister appointed a Commercial Manager with a staff of Business Agents in each Island. This is the official organisation at the present day, and it cannot be gainsaid that the main purpose of their appointment,—to retain and increase the business of the Department,—has been wonderfully successful.

In saving this, however, it must not be thought that all the credit is due to the few members directly attached to the Commercial Branch. No statement of the facts would be complete which did not ascribe to every individual member of the staff, outside the Commercial Branch, the fullest credit for their loyal and wholehearted co-operation in furthering the policy of the Department and the aims of the Branch. As a matter of fact it can well be said that the work of the Commercial Manager and his Business Agents could not have been nearly so successful, if the general staff had not rendered them the fullest assistance. It must also be remembered that in the future, as in the past, the success of the Department's efforts for “More Business” is, to a very great extent. dependent upon the continuation of this co-operation and assistance.

Every member—no matter what his position in the Service—who, by the display of interest in, and attention to the requirements of the public, creates a friendly feeling, or makes a friend for the Railways, is helping the cause.

After all, the money cost is not the only thing that counts. Service, polite, attentive and helpful service, counts in everyday life for as much as mere shillings and pence. Think of this in its personal aspect. Would you take your own business to an establishment where you were treated in an off-hand, don't-care-a-damn manner, if there is close by another establishment where you know you will be met with attention, courtesy, and interest in your requirements

This matter of courteous, attentive and helpful service is so vital to the popularity and success of our business that its importance cannot be overestimated nor can its constant practice be too strongly urged.

In meeting the keen road competition with which we are now faced in so many directions, it is very frequently the case that this factor—good service—is all that is needed to swing the business over to us instead of to our competitors. Generally the freight rates are in our favour, or if not, the difference is so small as to be immaterial, and the business goes to whichever system shows the most desire to look after the interests of the potential customer. Let us all resolve then that, so far as it depends upon us, that system shall be the New Zealand Railways.

The making of friends (and customers) is not necessarily restricted to those whose every request can be met. Many requests are, and will continue to be, made that it is not possible to accede to, but it does not follow because you cannot grant a man's request that you cannot keep his friendship for the Railways. On the contrary, these are the very cases that call for our best efforts. Show him that although you cannot do exactly what he wants, you are desirous of doing all that is in your power to help him. If you can, explain to him why his request cannot be granted, see if there is any alternative open of which he is not aware. In other words do your best to help him. By doing this you will find that you rarely lose a friend, but on the other hand you will frequently and unexpectedly make one.

From what has been said it will be seen then that the Commercial Branch of our Railways has grown from small beginnings till, now, every man on the pay roll, no matter to what branch he belongs, or what position he occupies in the service, is, and should regard himself as, a potential business-getter. Though everyone is not on all occasions dealing with an individual who is buying transport facilities, yet any man on the staff who, in the course of his work, makes a friend for the Railways may indirectly induce business although he may never hear of it.

Remember that each friend made for the Railways is a valuable asset, a possible source of business. It is up to every one of us who depends on the Railways for his livelihood, to keep this always in mind.

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By keeping the idea of commercial enterprise constantly before us, and regarding the Railway as a kind of mill in which transportation, instead of wool or wheat, is the raw material needed to keep both the men and the machinery fully and profitably occupied, the economic aspect becomes clear. It is to the interest of every member to help to bring traffic to the trains; to keep loaded, prompt, and accurate, these swift shuttles of intercourse and commerce which are weaving ever closer the rich fabric of the Dominion's producing, manufacturing and trading interests, on which industrial and national stability and prosperity depend.

In your business or professional life, you rise or you fall according to you ability to get along with human beings, to command their respect, and to create a spirit of co-operation.

John Grier Hibben

President, Princeton University, U.S.A.

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A lady writing to the Department has suggested that the way to prevent accidents at level crossings, is for each train to stop at every crossing and whistle loud and long before proceeding to negotiate it.