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Railway Progress in New Zealand
General Manager's Message
An Ideal of Service.

The good business done by the Railways over the recent holiday period is a very heartening indication of the confidence the public have in their own transport organisation and of their appreciation of the quality of service rendered by the staff of the Department.

This impression of satisfaction is supported by innumerable references to the subject in letters received by me personally and by the Departmental Heads in the principal centres of the Dominion, as well as in press paragraphs and verbal communications.

The goodwill engendered by the quality of service referred to is of incalculable value to the Department. Members of the Railway Department have exceptional opportunities for rendering those helpful courtesies to clients which easily become treasured memories of the recipients regarding their dealings with the Railways. Admittedly there are also exceptional obstacles, such as pressure of time on rush occasions, to the adequate rendering of that ideal service which should be the pleasure and aim of every rightly-constituted railwayman, but nothing should deter him from taking those opportunities which occur on every hand for making the contacts of the public with the Railways as pleasing as possible, so that the favourable regard of customers may be gained and held in all circumstances.

With the greater opportunities afforded railwaymen for meeting the wishes and anticipating the various and innumerable needs of the public. I think the Railways are fortunately placed to set the standard of service for all business undertakings, and more particularly those engaged in the transport industry. In making service our watchword we are likely to be well guided in deciding what course it is best to pursue in any given circumstances if we take to heart the maxim of the Department which is contained in the words: “The greatest possible service at the lowest possible cost.” Every managerial decccision of the Railways is related to this maxim and every member of the Department should keep it as a guiding light in all those actions which have any bearing on the service rendered to those who have dealings with the Railways.

General Manager.

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