Official Magazine of the Employees and Customers of the Reading & Northern Railroad FALL 2019 | VOL. 21, ISSUE 4 Table of Contents KEEPING ON TRACK Keeping On Track .......................................................................................................................................P. 3 RBMN Press Releases ...............................................................................................................................P. 4 Facility Focus — Weigh-In-Motion Scale ..........................................................................................P. 5 P. 5 Reading & Northern Railroad Customer Appreciation Train Trip .......................................P. 6-9 New Railcars Purchased by RBMN .................................................................................... P. 10-11 Safety ............................................................................................................................................................ P. 12 P.10-11 One Hundred Switches in the Making ............................................................................................ P. 12 Festivals & Train Rides .......................................................................................................................... P. 13 Maintenance of Way: Big Projects ...................................................................................... P. 14-17 P.14-17 Keeping the Aspect Lit .......................................................................................................... P. 18-21 Switching Tracks: Customer Service Rides the Rails ................................................................. P. 22 Employee Spotlight ................................................................................................................................. P. 23 Crowd gathered at Penobscot for a Customer Appreciation Trip on September 24, 2019. Happy Birthday! ....................................................................................................................................... P. 23 P. 26-32 BY: WAYNE A. MICHEL, PRESIDENT Welcome Aboard ...................................................................................................................................... P. 24 There’s nothing like a train ride with your the customers. For years we have offered every On the small side are all the thank you emails and customers to let you know you’re doing the right customer two hour service windows that the phone calls we get thanking us for our service. things. CUSTOMER helps to choose. And we have met We really appreciate those calls and emails! P. 25 that window 98%+ of the time since inception. Anniversaries ............................................................................................................................................ Reading & Northern had a record turnout of 2019 will be another record-breaker for RBMN. That means we meet it almost every day even customers on our recent customer appreciation Our traffic is up over ten percent while the train trip. See Dan’s article on page 6. Not only if there is a derailment, bad weather or a delay RBMN in the Community .................................................................................................... P. 26-32 caused by another customer. industry is showing shortfalls. And that is after did we have close to 70 customers find time in a couple of customers closed shop costing us P. 36-37 their busy schedules to join us we also had a That level of consistent service requires a huge hundreds of carloads. Obviously we must be R&N’s Family Recipes ............................................................................................................................ P. 33 dozen plus customer representatives send their commitment by our Operations group. Tyler doing something right. regrets while praising our service. Glass and his team have been nothing short of I think the secret sauce is Andy’s vision. Total focus I never get tired of pointing out our commitment amazing in how they have met the needs of our on the customer. Investment in infrastructure Wellness Corner ..................................................................................................................... P. 34-35 to our customers. As Andy said years ago to all customers. and facilities and equipment needed to serve the of our employees, “without our customers we Not only do we handle their scheduled needs, customers. Investment in staffing to handle the are nothing!”. That sentiment is as true today as more often than not we are able to address ....................................................................................................................... P. 36-37 customer’s needs including a group of 5 customer RBMN at Work when Andy started the railroad. their off-schedule requests, and to do so at no service representatives plus VP Susan Ludwig to We know our customers have options and we additional charge. Our Customer Service team P.38-39 under Susan Ludwig, see article about our handle customer service, and a group of 4 VPs Red Creek Wildlife: Rehabilitation of the Hamburg Eaglet ........................................... P. 38-39 fight hard to make sure rail service from Reading and above to deal with new business development & Northern is the option that wins. Customer Service team on page 22, work closely with Tyler and his team to address requests for and customer issues. That group of Dan Gilchrist, COVER PHOTO Sometimes that means doing things differently double shifts, weekend service, or other schedule Bill Clark, Rian Nemeroff and Daren Geschwindt Duane Engle, Senior Division Leader – Reading Division, Maintenance of Way, stands at the newly installed switch in the Humboldt from everyone else. changes. Our goal is to say YES to every request have over a century of railroad experience and a Industrial Park, Hazleton Pennsylvania. This switch is Duane’s 100th switch installation with the Reading & Northern Railroad. In an industry where railroads are cutting back and our customers appreciate our commitment great understanding of our customers and their on free time for their customers we retain some of to them and their customers. needs. the lowest demurrage rates in the Industry. This focus on our customers shows up in ways Thanks to all of the great people at the Reading EDITORS In an industry that is forcing customers to fit their big and small. On the big side is the fact that our & Northern and Andy’s vision and leadership JOLENE BUSHER • SABINE FIDLER • TAYLOR HAUPT schedule into the railroads’ version of precision customers keep growing their rail business and RBMN is keeping on track. And our customers ALL PHOTOS ARE THE PROPERTY OF THE RAILROAD UNLESS OTHERWISE MENTIONED. THIS MAGAZINE IS PROUDLY PRINTED ON RECYCLED PAPER. scheduled railroading, we fit our schedule around keep investing in their RBMN-served facilities. are running right down the track with us.t 3 FOR IMMEDIATE RELEASE: Facility Focus – Weigh-In-Motion Scale LGSR to Cease Train Operations November 25, 2019 Port Clinton, PA – October 16, 2019 $100,000 in alleged back taxes for the years 2016- for their support over the years and to educate young Lehigh Gorge Scenic Railway (LGSR) announced 2018. and old in the glorious role railroads in this region played in our country’s industrial revolution. Since it today that it was closing up shop in Jim Thorpe in LGSR has made it clear to the Borough Council that it is clear that the Mayor and Borough Council do not late November of this year. is not an amusement and it will not pay any so-called care about what we have done to assist Jim Thorpe amusement tax. LGSR began offering passenger excursion rides out over the last fifteen years, a period in which Jim of Jim Thorpe 15 years ago. It immediately came in Nonetheless, the Borough Council and the Mayor Thorpe Borough government has done NOTHING and cleaned out old equipment and brought a first- have made various public statements demeaning to assist the railroads, I have decided to focus our class operation to Jim Thorpe. Investing hundreds LGSR, RBMN and their owner, Andy Muller, Jr. energies on communities that want to work with of thousands of dollars in facilities and equipment Those statements are false and misleading. the railroads. While I feel terrible for our loyal including its open air cars and its bike train, LGSR put employees, our repeat customers, and Jim Thorpe Instead of responding to every inaccurate statement Jim Thorpe on the map as a major tourist destination merchants who have supported our excursion trains, Mr. Muller has decided to take the passenger for rail fans. there is no reason for us to stay where we are not Look mom, no hands. Modern day scale test cars are quite versatile. The test cars have their own set of controls so they can be moved on the rail by an operator that operations to towns that welcome the railroad with walks along the car to position it for testing. This picture show the scale test car’s four hydraulic jacks that are extended in order to lift the entire car in the air so all welcome.” LGSR along with its sister railroad, Reading Blue open arms. of the weight is on the scale section for calibration. NS scale technician and Jon Barket are in the background. Mountain and Northern (RBMN), brought over a Refunds will be issued for all people who have In explaining the decision Mr. Muller made the million people to Jim Thorpe over the last decade. already