From T GM Dan Grabauskas’s latest “From the GM” column on the MBTA’s website:

“Certainly, future fare increases will be necessary. But I have heard loudly and clearly from many that fare increases must be preceded by improvements to the way we do business. That’s where the new automatic fare collection system, improved maintenance of the system, and other customer service enhancements come in.”

Pretty vague there, Dan. First of all, I’m not at all sure how much of an improvement the new automatic fare collection system will be. It may be more of a lateral move. Machines will break down. It happens. Service on machines will be slow and subpar. That’s just how it is. Nor am I sure that the new system will stop rampant fare evasion like I’ve seen T employees complicit in on the green and orange lines (I’m sure it happens on the red line, too, but personally I have not seen it). I would like to know, specifically, how automated service is supposed to improve service.

And “improved maintenance” and “other customer service enhancements” are both rhetorical flourishes, with absolutely no substance. Obviously. I mean, check out Grabauskas’s flippant assertion: “You’ll see us uphold the basic principles of quality customer service. It’s not a complicated practice. By doing an excellent job for today’s customer, we will gain a new customer tomorrow.” Coming from the T, these words have no intelligible meaning whatsoever. He might as well be barking like a dog.

Grabauskas also toots the T’s horn for doing the minimal to comply with the ADA.

They should be ashamed of this, as they should be of their idea of “upholding the basic principles of quality customer service”. Even the phrase is underwhelming. Try “we will strive to exceed customer’s expectations.” I mean, if it’s just rhetoric, why not go all the way?

By the way, if you missed the public meeting last night in Boston (and seeing as there were only about a hundred people there, you probably did), don’t despair, there are plenty more in various communities through the 25th. Try to attend at least one. You can find a list HERE.

Note that you will have another chance to show your opposition to fare increases in Boston on June 6th, from 4:30 P.M. - 6:30 P.M., at the Boston Public Library.