June/July 2010 M e t r o l i n k N e w s a n d E v e n t s
A Poetic Commute Need a Cuppa, in Upland? Rhymes are flowing and community is They celebrate birthdays and holidays with Need a pre- or post-commute caffeine fix? Try Boomers Boomers still has plenty to offer, including fruit smoothies, teas, growing on the Riverside Line. Every onboard potlucks, brainstorm solutions M e t r o l i n k N e w s a n d E v e n t s Coffeehouse, located at the Upland Station on the gourmet sodas, and light breakfast foods. Friday, on the round-trip commute to each other’s problems, and generally San Bernardino Line. between Riverside and L.A., riders on enjoy their commute community. One Boomers Coffeehouse’s staff can move fast for customers Trains 403 and 404 read original poetry day, a group member offered to read a Boomers Coffeehouse, harbored in the historic Upland Santa Fe rushing to catch a train. Those who have time to spare can kick aloud. Fellow passengers quiet down to poem aloud. But his TBO friends didn’t Train Depot, is decorated in honor of the baby-boom generation, back on their patio and take in the views of snowcapped Mount listen. “You could hear a pin drop,” poet- want to hear him read someone else’s allowed us to evaluate who we are and with mid-century modern furniture and colorful swag lamps. Baldy or work on a laptop using free wi-fi service. commuter Eva McDonough says. poetry—they wanted something original. what we’re thinking about,” McDonough New Railcars Debut More than 300 guests The group decided to write original poems says. Anyone in the car can participate. Voted the site of the “Best Coffee Drink in the Inland Empire” by Boomers Coffeehouse is located at 220 East A Street at the About four years ago, a group of attended a special on a new theme each week. They read Inland Empire Magazine, Boomers offers authentic Italian coffee Upland Metrolink Station. Open Mondays through Fridays, commuters who had become friends on Last fall, McDonough collected two-and-a- preview event showcasing the poems aloud to each drinks along with original creations such as the Chai Loco—an 5:30 a.m. to 5 p.m., and Saturdays from 7 a.m. to 3 p.m. Closed the train started referring to themselves half years’ worth of poems Metrolink’s first two cars other—and whoever else is in energizing mix of chai and espresso. If coffee isn’t your thing, Sundays. For more information, call (909) 985-8685. as the Train Buddies Organization (TBO). in a book called Traveling equipped with cutting- the car—every Friday, morning Through Rhyme, in which edge collision-absorption and evening. Last year eleven technology. Guests at the Metrolink haiku she reflects on her faith, poets participated, creating May 3 event at the East- Metrolink family, and friends—as well a total of more than 200 ern Maintenance Facility Work, station, get on board, as her Metrolink commute. conversation, friend, station poems, which were collected in Colton got the first look McDonough has been Home. in a book printed by one of inside the new cars as riding Metrolink between the group members. well as an up-close view Why I ride Riverside and Montebello of exterior features. I have ridden on the train The poets came to the for almost ten years, and Each stainless-steel car is built For many years group with varying degrees her appreciation for her with crumple zones on each end to And I do it gladly of experience—some had commuting community is absorb energy in any collision. Interiors Even among the fears never written a line of poetry before; palpable in her poetry, which also incorporate new safety features Of pedestrians, car, trucks others had been published. Among them is infused with optimism and gratitude such as higher seat backs, bolted-in Or shopping carts are police detectives, a nurse-practitioner, for friends, love, and life. You can order seat cushions, and energy-absorbing For all the passengers I have partner with you to find the solutions to I’m riding our trains to hear what you have a nursery-school teacher, bankers, a a copy through authorhouse.com—or, if tables. Inside and out, the cars feature learned to know Ask the CEO make Metrolink the best commuter rail in to say and see for myself what we do geologist, an art-gallery staffer, and civil you’re riding Train 403 or 404, look for Metrolink’s new color scheme and Have won my heart CEO John E. Fenton will answer your the world. right and where we can improve. We’re servants. Together, they’re learning about the author herself; she’s always carrying logo design. Poetry by Eva McDonough questions. Please write him at going to create a customer-advocacy both poetry and life. “Poetry has really copies to sell. What are some of the measures [email protected]. group because I want to hear what you The cars are the first of 117 Metrolink has you’re taking to improve As CEO, can you improve think we need to do to create that “wow” ordered and the first in the U.S. to feature customer service? Link Up with Us on Facebook on-time performance and experience for our passengers. collision-absorption technology. They were We’re in the process of identifying Metrolink wants to hear from you! Visit facebook.com/Metrolink to share your experience with customer service? built in Korea and assembled in Colton. our customer touch points along with us and other riders. Our Metrolink Facebook fan page is a great place to give us feedback and Yes. We’ve got to create an experience METROLINK MATTERS every place where passengers receive interact with other Metrolink fans. We also post special events and discounts. where the customer says, “Wow, I want Editor-in-Chief: Angela M. Starr information from us. We have to make Contributors: Tracy Berge, Cheryl Downey, to ride that.” That means Metrolink must In May … it meaningful and easy for you to ride Jessica Hoffmann, Claudia Ziebell 2| • A Word from the CEO become reliable and predictable. If we’re Designer: Harlan West/HWDS • Customer Commentaries Andres shared: “I don’t normally take the Metrolink to work but today I was running late and Metrolink. Trust me. We intend to achieve C.E.O.: John E. Fenton on time every day and on every ride, you decided to ... I forgot how fast and quick the service was ... You guys are doing a great job, keep it up! =)” customer engagement by becoming • Metrolink’s Equipment Department Send comments or story ideas to 3& will begin to predict with certainty that [email protected] • Metrolink Safety Always
more focused on customer needs and Inside Simon had a question: “If I have a 10-trip ticket that lists that I can travel from L.A. Union Station to Orange and vice versa, am I we’ll be on time, and it will remove a lot of or to Metrolink Matters, 700 S. Flower St., 4| Matters customer service. Suite 2600, Los Angeles, CA 90017. restricted to boarding at those two stations or can I still board unnecessary anxiety and stress from your Published by the 5| • A Poetic Commute Follow Us on from other stations in between the two stations?” life. We owe that to you. Once you can I’ve asked for you to contact me—many Metrolink Communications Department • Link Up with Us on Facebook
HWDS 6/10 Steven answered: “Yes, you can. I do it all the time between predict that we’ll do what we say, we can passengers have—and I’m responding. Printed on recycled paper with soy ink. 6| • Need a Cuppa, in Upland? West Corona and Anaheim.” • Ask the CEO
800.371.LINK(5465) 5 metrolinktrains.com June/July 2010 6 metrolinktrains.com 800.371.LINK(5465) metrolinktrains.com M e t r o l i n k N e w s a n d E v e n t s M e t r o l i n k N e w s a n d E v e n t s
Customer A Word from the CEO Metrolink’s Equipment Department: Maintaining Our Fleet “If we do our job right, we don’t hear from Every night, when Metrolink trains and braking systems. They also check data to determine whether the delay was Dear Metrolink Riders, Commentaries customers,” says Gary Jarboe, director of conclude their day’s service, they land locomotives, performing tests to ensure equipment-related. But their aim is to Metrolink Matters will share feedback from you on Metrolink’s Equipment Department. The at end points such as San Bernardino that brakes and all other components are repair or replace malfunctioning equipment It is a new day at Metrolink, what passengers are talking about out there on the department’s job is to keep Metrolink’s and Lancaster. Here, the trains are functioning at 100 percent. before it becomes a problem. Like Jarboe and the sun rises and rails. We will reprint quips and comments from your trains and locomotives in good working cleaned, tested, repaired if necessary, and said, “If we did our job perfectly, we would sets with our customers— Metrolink’s Equipment Department letters and e-mails … keep ’em coming! order, inside and out—and otherwise readied to resume change each component out one day you. As your Metrolink oversees the maintenance subcontractor that should happen without service in the morning. This before it fails, thereby maximizing the CEO, I can assure you An Orange County Line rider says, Bombardier, ensuring that contractors even skimming the surface “You must be a fanatic includes both creature-comfort life of the component with no service that this organization is “Thanks, but … ”: perform not only the maintenance required of a rider’s attention. about safety.” maintenance—for instance, disruption.” under new leadership and “I read in the latest Metrolink newsletter about a by the Federal Railroad Administration —Gary Jarboe, director of making sure toilets are clean will demonstrate a new passenger who complained about being frozen From the tiniest detail like (FRA) but also adhere to Metrolink Metrolink’s Equipment and the air-conditioning is When it’s time for larger equipment commitment to excellence. Metrolink CEO John E. Fenton during the commute. I immediately noticed the toilet paper to the vastness maintenance schedules that exceed FRA Department working—and checking the overhauls—for instance, several Metrolink We have a long way to go temperature change on trains 682, 600, 609, of a new train car, the requirements. Periodically, the Equipment functionality of components locomotives are being overhauled right on this journey but you will see results. and 689. Thank you for the quick response. physical assets that make Department’s compliance officers perform essential for safe operation. now—the Equipment Department oversees My ride this morning was very uncomfortable. up Metrolink are managed and monitored audits to ensure that all safety regulations Everyone in this organization is focusing on reliability, predictability, the entire process. The air was blowing strong and cold. I had to by the Equipment Department. They Begin with the Wheels and operating rules are being complied relationships, and solutions. This is how we demonstrate to our A mechanic operates a wheel-truing machine at Metrolink’s Central Maintenance Facility in Los Angeles. wear my gloves and earmuffs to keep warm. oversee routine interior cleaning and “The wheel-to-rail interface is where safety with, and that all maintenance is being And it’s the Equipment Department that riders that everything we do circles back to you. the first two cars arrived this spring, the of the Equipment Department, with their I enjoy riding Metrolink and appreciate your safety checks each night close to home, starts,” says Jarboe, and so that’s where an performed in accordance with Metrolink’s oversees the purchase of new equipment Equipment Department inspected them mix of engineering training and customer- Our equipment and infrastructure will be dependable, our staff will [addressing] this concern.” and they also travel to inspect new cars external inspection starts, with mechanics high standards. like 117 new collision absorption– once again. service experience, are all about putting be ready to exceed customer expectations, and, consequently, Sorry about that! We’re working on it, and we in points of origin as far away as Korea. looking for wear points or any other signs Ensure Safe Operations equipped railcars. Equipment Department their passion for safety into practice. our train service will be reliable. We will listen to customers, make hope to hit maximum comfort level— Matters chatted with department director of concern. They walk the trains’ exteriors, Whenever a train is delayed, the staff traveled to Korea, where the cars To do the job well, “you must be a fanatic promises we can keep, and therefore ensure that Metrolink is consistently—very soon. Jarboe to learn how it all happens. examining wheel contour, couplers, Equipment Department examines the were manufactured, to inspect them. When about safety,” Jarboe says. The members predictable. We pledge to develop better relationships with our A new Corona resident has become a happy new riders so we know your needs, your issues, and your motivations. Metrolink commuter, with help from station staff: We will partner with you to find solutions. “I just moved to Corona and started commuting SAFETY ALWAYS MATTERS I have already begun transforming Metrolink, reorganizing its on Metrolink. My wife and I went to the station Are You an Aware, Safe, and Courteous Commuter? To navigate safely and courteously on board, n Watch for landmarks along their routes structure around our most important functions and ensuring that on the Sunday before my first Metrolink Knowledgeable, focused, and prepared Metrolink n Avoid parking next to dumpsters, vans, trucks with wise commuters will: indicating it is time to collect their belongings we operate efficiently. I am determined to devote resources to commute. Paul was very helpful in explaining commuters remain aware during their regular campers, or other vehicles whose size or shape and proceed to exits; creating solutions that improve Metrolink service, improve your how the ticketing and parking works. I am very n Maintain good balance by using at least one commutes, ensuring that they have a safe, courteous could provide concealment for potential thieves; and n Begin making their way downstairs from commute, and, as a result, improve your life. I believe Metrolink grateful. Commuting by train is not just less hand to steady themselves when moving trip without incident. For regular commuters, the n Hide packages, duffel bags, and valuables (iPods, the upper level before trains stop at their can play a positive role in your day. stressful than going by car; it is de-stressing. I through train cars on foot; following checklist is second nature. How many GPS devices, mail with home address) in locked love it!” n Rely on handrails when using stairs; stations; Customers are the center of the Metrolink universe—and so is safety. of these tasks do you complete each day? Which will trunks, rather than storing them in plain sight. n And we love providing an easy, de-stressing n Remain aware of emergency exits and Keep doors accessible to those embarking become a part of your commute routine? or disembarking by standing away from I promise that everything we do will demonstrate an appreciation for commute! Upon arrival at stations, wise commuters will: emergency-equipment locations; Wise commuters on the way to stations will: n exits when trains are at capacity, choosing life, and every act will value the lives of our employees, coworkers, Orange County Line riders are pleased Train 808 n Arrive with time to walk, not race, to platforms; Know to contact a conductor—often in cab or locations where balance can be maintained contractors, customers, and communities. It is the only way to run is still riding the rails: n Buckle seat belts before starting their vehicles; n Ensure that they are safely toting or rolling any Comet cars—or the nearest uniformed officer in with handholds; and a railroad, something with which I have a lot of experience. The n Shun texting or using electronic devices while bags and boxes so they won’t pose a safety any onboard emergencies; “Thank you for listening to rider feedback n Safely step from trains to platforms and Metrolink brand will stand for safety and providing solutions. driving, being sure to talk on cell phones only hazard to themselves or others; n Place personal items underneath seats, not on regarding the discontinuation of the 808 train. I move away before trains depart. through headsets or earpieces; n adjacent seats; Our journey of continuous improvement already has begun, and I know these decisions are not easy, and the fact Wait on platforms with their carry-ons, never n Leave home with plenty of time to reach their n Allow other passengers the courtesy of seats as Don’t hesitate to improve the commute of other urge you to join us on it. Please write to me at [email protected]. that you listened to us and preserved this train is leaving bags unattended; n they board, never saving seats; indicative of your responsiveness to rider input. Metrolink stations; Stand well behind the yellow line as trains pull in; riders, too. A kind offer to assist a passenger n Sincerely, n n Listen to conductor announcements; Thank you again and GO METROLINK!” Obey traffic laws while traveling; Allow arriving passengers plenty of room to with bags or to alert someone who leaves a n Be alert for traffic-control devices on approach to disembark and move away from the train before n Use headsets at a respectful volume when bag, jacket, or cell phone behind goes a long Thank you for appreciating the challenges of stations; boarding; and listening to music or watching videos; way to create a safe and courteous Metrolink n making tough decisions, and for speaking up. n Arrive at stations in plenty of time to choose n Watch the steps and hold handrails when Notify conductors of unwanted activity such as commuting community. My commute is also your Passenger input is essential in steering us parking places in well-lit areas; boarding. vandalism and loud or disruptive behavior; commute, so let’s make it better together. toward decisions that best meet your needs.
800.371.LINK(5465) 2 metrolinktrains.com June/July 2010 3 metrolinktrains.com 800.371.LINK(5465) 4 metrolinktrains.com M e t r o l i n k N e w s a n d E v e n t s M e t r o l i n k N e w s a n d E v e n t s
Customer A Word from the CEO Metrolink’s Equipment Department: Maintaining Our Fleet “If we do our job right, we don’t hear from Every night, when Metrolink trains and braking systems. They also check data to determine whether the delay was Dear Metrolink Riders, Commentaries customers,” says Gary Jarboe, director of conclude their day’s service, they land locomotives, performing tests to ensure equipment-related. But their aim is to Metrolink Matters will share feedback from you on Metrolink’s Equipment Department. The at end points such as San Bernardino that brakes and all other components are repair or replace malfunctioning equipment It is a new day at Metrolink, what passengers are talking about out there on the department’s job is to keep Metrolink’s and Lancaster. Here, the trains are functioning at 100 percent. before it becomes a problem. Like Jarboe and the sun rises and rails. We will reprint quips and comments from your trains and locomotives in good working cleaned, tested, repaired if necessary, and said, “If we did our job perfectly, we would sets with our customers— Metrolink’s Equipment Department letters and e-mails … keep ’em coming! order, inside and out—and otherwise readied to resume change each component out one day you. As your Metrolink oversees the maintenance subcontractor that should happen without service in the morning. This before it fails, thereby maximizing the CEO, I can assure you An Orange County Line rider says, Bombardier, ensuring that contractors even skimming the surface “You must be a fanatic includes both creature-comfort life of the component with no service that this organization is “Thanks, but … ”: perform not only the maintenance required of a rider’s attention. about safety.” maintenance—for instance, disruption.” under new leadership and “I read in the latest Metrolink newsletter about a by the Federal Railroad Administration —Gary Jarboe, director of making sure toilets are clean will demonstrate a new passenger who complained about being frozen From the tiniest detail like (FRA) but also adhere to Metrolink Metrolink’s Equipment and the air-conditioning is When it’s time for larger equipment commitment to excellence. Metrolink CEO John E. Fenton during the commute. I immediately noticed the toilet paper to the vastness maintenance schedules that exceed FRA Department working—and checking the overhauls—for instance, several Metrolink We have a long way to go temperature change on trains 682, 600, 609, of a new train car, the requirements. Periodically, the Equipment functionality of components locomotives are being overhauled right on this journey but you will see results. and 689. Thank you for the quick response. physical assets that make Department’s compliance officers perform essential for safe operation. now—the Equipment Department oversees My ride this morning was very uncomfortable. up Metrolink are managed and monitored audits to ensure that all safety regulations Everyone in this organization is focusing on reliability, predictability, the entire process. The air was blowing strong and cold. I had to by the Equipment Department. They Begin with the Wheels and operating rules are being complied relationships, and solutions. This is how we demonstrate to our A mechanic operates a wheel-truing machine at Metrolink’s Central Maintenance Facility in Los Angeles. wear my gloves and earmuffs to keep warm. oversee routine interior cleaning and “The wheel-to-rail interface is where safety with, and that all maintenance is being And it’s the Equipment Department that riders that everything we do circles back to you. the first two cars arrived this spring, the of the Equipment Department, with their I enjoy riding Metrolink and appreciate your safety checks each night close to home, starts,” says Jarboe, and so that’s where an performed in accordance with Metrolink’s oversees the purchase of new equipment Equipment Department inspected them mix of engineering training and customer- Our equipment and infrastructure will be dependable, our staff will [addressing] this concern.” and they also travel to inspect new cars external inspection starts, with mechanics high standards. like 117 new collision absorption– once again. service experience, are all about putting be ready to exceed customer expectations, and, consequently, Sorry about that! We’re working on it, and we in points of origin as far away as Korea. looking for wear points or any other signs Ensure Safe Operations equipped railcars. Equipment Department their passion for safety into practice. our train service will be reliable. We will listen to customers, make hope to hit maximum comfort level— Matters chatted with department director of concern. They walk the trains’ exteriors, Whenever a train is delayed, the staff traveled to Korea, where the cars To do the job well, “you must be a fanatic promises we can keep, and therefore ensure that Metrolink is consistently—very soon. Jarboe to learn how it all happens. examining wheel contour, couplers, Equipment Department examines the were manufactured, to inspect them. When about safety,” Jarboe says. The members predictable. We pledge to develop better relationships with our A new Corona resident has become a happy new riders so we know your needs, your issues, and your motivations. Metrolink commuter, with help from station staff: We will partner with you to find solutions. “I just moved to Corona and started commuting SAFETY ALWAYS MATTERS I have already begun transforming Metrolink, reorganizing its on Metrolink. My wife and I went to the station Are You an Aware, Safe, and Courteous Commuter? To navigate safely and courteously on board, n Watch for landmarks along their routes structure around our most important functions and ensuring that on the Sunday before my first Metrolink Knowledgeable, focused, and prepared Metrolink n Avoid parking next to dumpsters, vans, trucks with wise commuters will: indicating it is time to collect their belongings we operate efficiently. I am determined to devote resources to commute. Paul was very helpful in explaining commuters remain aware during their regular campers, or other vehicles whose size or shape and proceed to exits; creating solutions that improve Metrolink service, improve your how the ticketing and parking works. I am very n Maintain good balance by using at least one commutes, ensuring that they have a safe, courteous could provide concealment for potential thieves; and n Begin making their way downstairs from commute, and, as a result, improve your life. I believe Metrolink grateful. Commuting by train is not just less hand to steady themselves when moving trip without incident. For regular commuters, the n Hide packages, duffel bags, and valuables (iPods, the upper level before trains stop at their can play a positive role in your day. stressful than going by car; it is de-stressing. I through train cars on foot; following checklist is second nature. How many GPS devices, mail with home address) in locked love it!” n Rely on handrails when using stairs; stations; Customers are the center of the Metrolink universe—and so is safety. of these tasks do you complete each day? Which will trunks, rather than storing them in plain sight. n And we love providing an easy, de-stressing n Remain aware of emergency exits and Keep doors accessible to those embarking become a part of your commute routine? or disembarking by standing away from I promise that everything we do will demonstrate an appreciation for commute! Upon arrival at stations, wise commuters will: emergency-equipment locations; Wise commuters on the way to stations will: n exits when trains are at capacity, choosing life, and every act will value the lives of our employees, coworkers, Orange County Line riders are pleased Train 808 n Arrive with time to walk, not race, to platforms; Know to contact a conductor—often in cab or locations where balance can be maintained contractors, customers, and communities. It is the only way to run is still riding the rails: n Buckle seat belts before starting their vehicles; n Ensure that they are safely toting or rolling any Comet cars—or the nearest uniformed officer in with handholds; and a railroad, something with which I have a lot of experience. The n Shun texting or using electronic devices while bags and boxes so they won’t pose a safety any onboard emergencies; “Thank you for listening to rider feedback n Safely step from trains to platforms and Metrolink brand will stand for safety and providing solutions. driving, being sure to talk on cell phones only hazard to themselves or others; n Place personal items underneath seats, not on regarding the discontinuation of the 808 train. I move away before trains depart. through headsets or earpieces; n adjacent seats; Our journey of continuous improvement already has begun, and I know these decisions are not easy, and the fact Wait on platforms with their carry-ons, never n Leave home with plenty of time to reach their n Allow other passengers the courtesy of seats as Don’t hesitate to improve the commute of other urge you to join us on it. Please write to me at [email protected]. that you listened to us and preserved this train is leaving bags unattended; n they board, never saving seats; indicative of your responsiveness to rider input. Metrolink stations; Stand well behind the yellow line as trains pull in; riders, too. A kind offer to assist a passenger n Sincerely, n n Listen to conductor announcements; Thank you again and GO METROLINK!” Obey traffic laws while traveling; Allow arriving passengers plenty of room to with bags or to alert someone who leaves a n Be alert for traffic-control devices on approach to disembark and move away from the train before n Use headsets at a respectful volume when bag, jacket, or cell phone behind goes a long Thank you for appreciating the challenges of stations; boarding; and listening to music or watching videos; way to create a safe and courteous Metrolink n making tough decisions, and for speaking up. n Arrive at stations in plenty of time to choose n Watch the steps and hold handrails when Notify conductors of unwanted activity such as commuting community. My commute is also your Passenger input is essential in steering us parking places in well-lit areas; boarding. vandalism and loud or disruptive behavior; commute, so let’s make it better together. toward decisions that best meet your needs.
800.371.LINK(5465) 2 metrolinktrains.com June/July 2010 3 metrolinktrains.com 800.371.LINK(5465) 4 metrolinktrains.com M e t r o l i n k N e w s a n d E v e n t s M e t r o l i n k N e w s a n d E v e n t s
Customer A Word from the CEO Metrolink’s Equipment Department: Maintaining Our Fleet “If we do our job right, we don’t hear from Every night, when Metrolink trains and braking systems. They also check data to determine whether the delay was Dear Metrolink Riders, Commentaries customers,” says Gary Jarboe, director of conclude their day’s service, they land locomotives, performing tests to ensure equipment-related. But their aim is to Metrolink Matters will share feedback from you on Metrolink’s Equipment Department. The at end points such as San Bernardino that brakes and all other components are repair or replace malfunctioning equipment It is a new day at Metrolink, what passengers are talking about out there on the department’s job is to keep Metrolink’s and Lancaster. Here, the trains are functioning at 100 percent. before it becomes a problem. Like Jarboe and the sun rises and rails. We will reprint quips and comments from your trains and locomotives in good working cleaned, tested, repaired if necessary, and said, “If we did our job perfectly, we would sets with our customers— Metrolink’s Equipment Department letters and e-mails … keep ’em coming! order, inside and out—and otherwise readied to resume change each component out one day you. As your Metrolink oversees the maintenance subcontractor that should happen without service in the morning. This before it fails, thereby maximizing the CEO, I can assure you An Orange County Line rider says, Bombardier, ensuring that contractors even skimming the surface “You must be a fanatic includes both creature-comfort life of the component with no service that this organization is “Thanks, but … ”: perform not only the maintenance required of a rider’s attention. about safety.” maintenance—for instance, disruption.” under new leadership and “I read in the latest Metrolink newsletter about a by the Federal Railroad Administration —Gary Jarboe, director of making sure toilets are clean will demonstrate a new passenger who complained about being frozen From the tiniest detail like (FRA) but also adhere to Metrolink Metrolink’s Equipment and the air-conditioning is When it’s time for larger equipment commitment to excellence. Metrolink CEO John E. Fenton during the commute. I immediately noticed the toilet paper to the vastness maintenance schedules that exceed FRA Department working—and checking the overhauls—for instance, several Metrolink We have a long way to go temperature change on trains 682, 600, 609, of a new train car, the requirements. Periodically, the Equipment functionality of components locomotives are being overhauled right on this journey but you will see results. and 689. Thank you for the quick response. physical assets that make Department’s compliance officers perform essential for safe operation. now—the Equipment Department oversees My ride this morning was very uncomfortable. up Metrolink are managed and monitored audits to ensure that all safety regulations Everyone in this organization is focusing on reliability, predictability, the entire process. The air was blowing strong and cold. I had to by the Equipment Department. They Begin with the Wheels and operating rules are being complied relationships, and solutions. This is how we demonstrate to our A mechanic operates a wheel-truing machine at Metrolink’s Central Maintenance Facility in Los Angeles. wear my gloves and earmuffs to keep warm. oversee routine interior cleaning and “The wheel-to-rail interface is where safety with, and that all maintenance is being And it’s the Equipment Department that riders that everything we do circles back to you. the first two cars arrived this spring, the of the Equipment Department, with their I enjoy riding Metrolink and appreciate your safety checks each night close to home, starts,” says Jarboe, and so that’s where an performed in accordance with Metrolink’s oversees the purchase of new equipment Equipment Department inspected them mix of engineering training and customer- Our equipment and infrastructure will be dependable, our staff will [addressing] this concern.” and they also travel to inspect new cars external inspection starts, with mechanics high standards. like 117 new collision absorption– once again. service experience, are all about putting be ready to exceed customer expectations, and, consequently, Sorry about that! We’re working on it, and we in points of origin as far away as Korea. looking for wear points or any other signs Ensure Safe Operations equipped railcars. Equipment Department their passion for safety into practice. our train service will be reliable. We will listen to customers, make hope to hit maximum comfort level— Matters chatted with department director of concern. They walk the trains’ exteriors, Whenever a train is delayed, the staff traveled to Korea, where the cars To do the job well, “you must be a fanatic promises we can keep, and therefore ensure that Metrolink is consistently—very soon. Jarboe to learn how it all happens. examining wheel contour, couplers, Equipment Department examines the were manufactured, to inspect them. When about safety,” Jarboe says. The members predictable. We pledge to develop better relationships with our A new Corona resident has become a happy new riders so we know your needs, your issues, and your motivations. Metrolink commuter, with help from station staff: We will partner with you to find solutions. “I just moved to Corona and started commuting SAFETY ALWAYS MATTERS I have already begun transforming Metrolink, reorganizing its on Metrolink. My wife and I went to the station Are You an Aware, Safe, and Courteous Commuter? To navigate safely and courteously on board, n Watch for landmarks along their routes structure around our most important functions and ensuring that on the Sunday before my first Metrolink Knowledgeable, focused, and prepared Metrolink n Avoid parking next to dumpsters, vans, trucks with wise commuters will: indicating it is time to collect their belongings we operate efficiently. I am determined to devote resources to commute. Paul was very helpful in explaining commuters remain aware during their regular campers, or other vehicles whose size or shape and proceed to exits; creating solutions that improve Metrolink service, improve your how the ticketing and parking works. I am very n Maintain good balance by using at least one commutes, ensuring that they have a safe, courteous could provide concealment for potential thieves; and n Begin making their way downstairs from commute, and, as a result, improve your life. I believe Metrolink grateful. Commuting by train is not just less hand to steady themselves when moving trip without incident. For regular commuters, the n Hide packages, duffel bags, and valuables (iPods, the upper level before trains stop at their can play a positive role in your day. stressful than going by car; it is de-stressing. I through train cars on foot; following checklist is second nature. How many GPS devices, mail with home address) in locked love it!” n Rely on handrails when using stairs; stations; Customers are the center of the Metrolink universe—and so is safety. of these tasks do you complete each day? Which will trunks, rather than storing them in plain sight. n And we love providing an easy, de-stressing n Remain aware of emergency exits and Keep doors accessible to those embarking become a part of your commute routine? or disembarking by standing away from I promise that everything we do will demonstrate an appreciation for commute! Upon arrival at stations, wise commuters will: emergency-equipment locations; Wise commuters on the way to stations will: n exits when trains are at capacity, choosing life, and every act will value the lives of our employees, coworkers, Orange County Line riders are pleased Train 808 n Arrive with time to walk, not race, to platforms; Know to contact a conductor—often in cab or locations where balance can be maintained contractors, customers, and communities. It is the only way to run is still riding the rails: n Buckle seat belts before starting their vehicles; n Ensure that they are safely toting or rolling any Comet cars—or the nearest uniformed officer in with handholds; and a railroad, something with which I have a lot of experience. The n Shun texting or using electronic devices while bags and boxes so they won’t pose a safety any onboard emergencies; “Thank you for listening to rider feedback n Safely step from trains to platforms and Metrolink brand will stand for safety and providing solutions. driving, being sure to talk on cell phones only hazard to themselves or others; n Place personal items underneath seats, not on regarding the discontinuation of the 808 train. I move away before trains depart. through headsets or earpieces; n adjacent seats; Our journey of continuous improvement already has begun, and I know these decisions are not easy, and the fact Wait on platforms with their carry-ons, never n Leave home with plenty of time to reach their n Allow other passengers the courtesy of seats as Don’t hesitate to improve the commute of other urge you to join us on it. Please write to me at [email protected]. that you listened to us and preserved this train is leaving bags unattended; n they board, never saving seats; indicative of your responsiveness to rider input. Metrolink stations; Stand well behind the yellow line as trains pull in; riders, too. A kind offer to assist a passenger n Sincerely, n n Listen to conductor announcements; Thank you again and GO METROLINK!” Obey traffic laws while traveling; Allow arriving passengers plenty of room to with bags or to alert someone who leaves a n Be alert for traffic-control devices on approach to disembark and move away from the train before n Use headsets at a respectful volume when bag, jacket, or cell phone behind goes a long Thank you for appreciating the challenges of stations; boarding; and listening to music or watching videos; way to create a safe and courteous Metrolink n making tough decisions, and for speaking up. n Arrive at stations in plenty of time to choose n Watch the steps and hold handrails when Notify conductors of unwanted activity such as commuting community. My commute is also your Passenger input is essential in steering us parking places in well-lit areas; boarding. vandalism and loud or disruptive behavior; commute, so let’s make it better together. toward decisions that best meet your needs.
800.371.LINK(5465) 2 metrolinktrains.com June/July 2010 3 metrolinktrains.com 800.371.LINK(5465) 4 metrolinktrains.com June/July 2010 M e t r o l i n k N e w s a n d E v e n t s
A Poetic Commute Need a Cuppa, in Upland? Rhymes are flowing and community is They celebrate birthdays and holidays with Need a pre- or post-commute caffeine fix? Try Boomers Boomers still has plenty to offer, including fruit smoothies, teas, growing on the Riverside Line. Every onboard potlucks, brainstorm solutions M e t r o l i n k N e w s a n d E v e n t s Coffeehouse, located at the Upland Station on the gourmet sodas, and light breakfast foods. Friday, on the round-trip commute to each other’s problems, and generally San Bernardino Line. between Riverside and L.A., riders on enjoy their commute community. One Boomers Coffeehouse’s staff can move fast for customers Trains 403 and 404 read original poetry day, a group member offered to read a Boomers Coffeehouse, harbored in the historic Upland Santa Fe rushing to catch a train. Those who have time to spare can kick aloud. Fellow passengers quiet down to poem aloud. But his TBO friends didn’t Train Depot, is decorated in honor of the baby-boom generation, back on their patio and take in the views of snowcapped Mount listen. “You could hear a pin drop,” poet- want to hear him read someone else’s allowed us to evaluate who we are and with mid-century modern furniture and colorful swag lamps. Baldy or work on a laptop using free wi-fi service. commuter Eva McDonough says. poetry—they wanted something original. what we’re thinking about,” McDonough New Railcars Debut More than 300 guests The group decided to write original poems says. Anyone in the car can participate. Voted the site of the “Best Coffee Drink in the Inland Empire” by Boomers Coffeehouse is located at 220 East A Street at the About four years ago, a group of attended a special on a new theme each week. They read Inland Empire Magazine, Boomers offers authentic Italian coffee Upland Metrolink Station. Open Mondays through Fridays, commuters who had become friends on Last fall, McDonough collected two-and-a- preview event showcasing the poems aloud to each drinks along with original creations such as the Chai Loco—an 5:30 a.m. to 5 p.m., and Saturdays from 7 a.m. to 3 p.m. Closed the train started referring to themselves half years’ worth of poems Metrolink’s first two cars other—and whoever else is in energizing mix of chai and espresso. If coffee isn’t your thing, Sundays. For more information, call (909) 985-8685. as the Train Buddies Organization (TBO). in a book called Traveling equipped with cutting- the car—every Friday, morning Through Rhyme, in which edge collision-absorption and evening. Last year eleven technology. Guests at the Metrolink haiku she reflects on her faith, poets participated, creating May 3 event at the East- Metrolink family, and friends—as well a total of more than 200 ern Maintenance Facility Work, station, get on board, as her Metrolink commute. conversation, friend, station poems, which were collected in Colton got the first look McDonough has been Home. in a book printed by one of inside the new cars as riding Metrolink between the group members. well as an up-close view Why I ride Riverside and Montebello of exterior features. I have ridden on the train The poets came to the for almost ten years, and Each stainless-steel car is built For many years group with varying degrees her appreciation for her with crumple zones on each end to And I do it gladly of experience—some had commuting community is absorb energy in any collision. Interiors Even among the fears never written a line of poetry before; palpable in her poetry, which also incorporate new safety features Of pedestrians, car, trucks others had been published. Among them is infused with optimism and gratitude such as higher seat backs, bolted-in Or shopping carts are police detectives, a nurse-practitioner, for friends, love, and life. You can order seat cushions, and energy-absorbing For all the passengers I have partner with you to find the solutions to I’m riding our trains to hear what you have a nursery-school teacher, bankers, a a copy through authorhouse.com—or, if tables. Inside and out, the cars feature learned to know Ask the CEO make Metrolink the best commuter rail in to say and see for myself what we do geologist, an art-gallery staffer, and civil you’re riding Train 403 or 404, look for Metrolink’s new color scheme and Have won my heart CEO John E. Fenton will answer your the world. right and where we can improve. We’re servants. Together, they’re learning about the author herself; she’s always carrying logo design. Poetry by Eva McDonough questions. Please write him at going to create a customer-advocacy both poetry and life. “Poetry has really copies to sell. What are some of the measures [email protected]. group because I want to hear what you The cars are the first of 117 Metrolink has you’re taking to improve As CEO, can you improve think we need to do to create that “wow” ordered and the first in the U.S. to feature customer service? Link Up with Us on Facebook on-time performance and experience for our passengers. collision-absorption technology. They were We’re in the process of identifying Metrolink wants to hear from you! Visit facebook.com/Metrolink to share your experience with customer service? built in Korea and assembled in Colton. our customer touch points along with us and other riders. Our Metrolink Facebook fan page is a great place to give us feedback and Yes. We’ve got to create an experience METROLINK MATTERS every place where passengers receive interact with other Metrolink fans. We also post special events and discounts. where the customer says, “Wow, I want Editor-in-Chief: Angela M. Starr information from us. We have to make Contributors: Tracy Berge, Cheryl Downey, to ride that.” That means Metrolink must In May … it meaningful and easy for you to ride Jessica Hoffmann, Claudia Ziebell 2| • A Word from the CEO become reliable and predictable. If we’re Designer: Harlan West/HWDS • Customer Commentaries Andres shared: “I don’t normally take the Metrolink to work but today I was running late and Metrolink. Trust me. We intend to achieve C.E.O.: John E. Fenton on time every day and on every ride, you decided to ... I forgot how fast and quick the service was ... You guys are doing a great job, keep it up! =)” customer engagement by becoming • Metrolink’s Equipment Department Send comments or story ideas to 3& will begin to predict with certainty that [email protected] • Metrolink Safety Always
more focused on customer needs and Inside Simon had a question: “If I have a 10-trip ticket that lists that I can travel from L.A. Union Station to Orange and vice versa, am I we’ll be on time, and it will remove a lot of or to Metrolink Matters, 700 S. Flower St., 4| Matters customer service. Suite 2600, Los Angeles, CA 90017. restricted to boarding at those two stations or can I still board unnecessary anxiety and stress from your Published by the 5| • A Poetic Commute Follow Us on from other stations in between the two stations?” life. We owe that to you. Once you can I’ve asked for you to contact me—many Metrolink Communications Department • Link Up with Us on Facebook
HWDS 6/10 Steven answered: “Yes, you can. I do it all the time between predict that we’ll do what we say, we can passengers have—and I’m responding. Printed on recycled paper with soy ink. 6| • Need a Cuppa, in Upland? West Corona and Anaheim.” • Ask the CEO
800.371.LINK(5465) 5 metrolinktrains.com June/July 2010 6 metrolinktrains.com 800.371.LINK(5465) metrolinktrains.com June/July 2010 M e t r o l i n k N e w s a n d E v e n t s
A Poetic Commute Need a Cuppa, in Upland? Rhymes are flowing and community is They celebrate birthdays and holidays with Need a pre- or post-commute caffeine fix? Try Boomers Boomers still has plenty to offer, including fruit smoothies, teas, growing on the Riverside Line. Every onboard potlucks, brainstorm solutions M e t r o l i n k N e w s a n d E v e n t s Coffeehouse, located at the Upland Station on the gourmet sodas, and light breakfast foods. Friday, on the round-trip commute to each other’s problems, and generally San Bernardino Line. between Riverside and L.A., riders on enjoy their commute community. One Boomers Coffeehouse’s staff can move fast for customers Trains 403 and 404 read original poetry day, a group member offered to read a Boomers Coffeehouse, harbored in the historic Upland Santa Fe rushing to catch a train. Those who have time to spare can kick aloud. Fellow passengers quiet down to poem aloud. But his TBO friends didn’t Train Depot, is decorated in honor of the baby-boom generation, back on their patio and take in the views of snowcapped Mount listen. “You could hear a pin drop,” poet- want to hear him read someone else’s allowed us to evaluate who we are and with mid-century modern furniture and colorful swag lamps. Baldy or work on a laptop using free wi-fi service. commuter Eva McDonough says. poetry—they wanted something original. what we’re thinking about,” McDonough New Railcars Debut More than 300 guests The group decided to write original poems says. Anyone in the car can participate. Voted the site of the “Best Coffee Drink in the Inland Empire” by Boomers Coffeehouse is located at 220 East A Street at the About four years ago, a group of attended a special on a new theme each week. They read Inland Empire Magazine, Boomers offers authentic Italian coffee Upland Metrolink Station. Open Mondays through Fridays, commuters who had become friends on Last fall, McDonough collected two-and-a- preview event showcasing the poems aloud to each drinks along with original creations such as the Chai Loco—an 5:30 a.m. to 5 p.m., and Saturdays from 7 a.m. to 3 p.m. Closed the train started referring to themselves half years’ worth of poems Metrolink’s first two cars other—and whoever else is in energizing mix of chai and espresso. If coffee isn’t your thing, Sundays. For more information, call (909) 985-8685. as the Train Buddies Organization (TBO). in a book called Traveling equipped with cutting- the car—every Friday, morning Through Rhyme, in which edge collision-absorption and evening. Last year eleven technology. Guests at the Metrolink haiku she reflects on her faith, poets participated, creating May 3 event at the East- Metrolink family, and friends—as well a total of more than 200 ern Maintenance Facility Work, station, get on board, as her Metrolink commute. conversation, friend, station poems, which were collected in Colton got the first look McDonough has been Home. in a book printed by one of inside the new cars as riding Metrolink between the group members. well as an up-close view Why I ride Riverside and Montebello of exterior features. I have ridden on the train The poets came to the for almost ten years, and Each stainless-steel car is built For many years group with varying degrees her appreciation for her with crumple zones on each end to And I do it gladly of experience—some had commuting community is absorb energy in any collision. Interiors Even among the fears never written a line of poetry before; palpable in her poetry, which also incorporate new safety features Of pedestrians, car, trucks others had been published. Among them is infused with optimism and gratitude such as higher seat backs, bolted-in Or shopping carts are police detectives, a nurse-practitioner, for friends, love, and life. You can order seat cushions, and energy-absorbing For all the passengers I have partner with you to find the solutions to I’m riding our trains to hear what you have a nursery-school teacher, bankers, a a copy through authorhouse.com—or, if tables. Inside and out, the cars feature learned to know Ask the CEO make Metrolink the best commuter rail in to say and see for myself what we do geologist, an art-gallery staffer, and civil you’re riding Train 403 or 404, look for Metrolink’s new color scheme and Have won my heart CEO John E. Fenton will answer your the world. right and where we can improve. We’re servants. Together, they’re learning about the author herself; she’s always carrying logo design. Poetry by Eva McDonough questions. Please write him at going to create a customer-advocacy both poetry and life. “Poetry has really copies to sell. What are some of the measures [email protected]. group because I want to hear what you The cars are the first of 117 Metrolink has you’re taking to improve As CEO, can you improve think we need to do to create that “wow” ordered and the first in the U.S. to feature customer service? Link Up with Us on Facebook on-time performance and experience for our passengers. collision-absorption technology. They were We’re in the process of identifying Metrolink wants to hear from you! Visit facebook.com/Metrolink to share your experience with customer service? built in Korea and assembled in Colton. our customer touch points along with us and other riders. Our Metrolink Facebook fan page is a great place to give us feedback and Yes. We’ve got to create an experience METROLINK MATTERS every place where passengers receive interact with other Metrolink fans. We also post special events and discounts. where the customer says, “Wow, I want Editor-in-Chief: Angela M. Starr information from us. We have to make Contributors: Tracy Berge, Cheryl Downey, to ride that.” That means Metrolink must In May … it meaningful and easy for you to ride Jessica Hoffmann, Claudia Ziebell 2| • A Word from the CEO become reliable and predictable. If we’re Designer: Harlan West/HWDS • Customer Commentaries Andres shared: “I don’t normally take the Metrolink to work but today I was running late and Metrolink. Trust me. We intend to achieve C.E.O.: John E. Fenton on time every day and on every ride, you decided to ... I forgot how fast and quick the service was ... You guys are doing a great job, keep it up! =)” customer engagement by becoming • Metrolink’s Equipment Department Send comments or story ideas to 3& will begin to predict with certainty that [email protected] • Metrolink Safety Always
more focused on customer needs and Inside Simon had a question: “If I have a 10-trip ticket that lists that I can travel from L.A. Union Station to Orange and vice versa, am I we’ll be on time, and it will remove a lot of or to Metrolink Matters, 700 S. Flower St., 4| Matters customer service. Suite 2600, Los Angeles, CA 90017. restricted to boarding at those two stations or can I still board unnecessary anxiety and stress from your Published by the 5| • A Poetic Commute Follow Us on from other stations in between the two stations?” life. We owe that to you. Once you can I’ve asked for you to contact me—many Metrolink Communications Department • Link Up with Us on Facebook
HWDS 6/10 Steven answered: “Yes, you can. I do it all the time between predict that we’ll do what we say, we can passengers have—and I’m responding. Printed on recycled paper with soy ink. 6| • Need a Cuppa, in Upland? West Corona and Anaheim.” • Ask the CEO
800.371.LINK(5465) 5 metrolinktrains.com June/July 2010 6 metrolinktrains.com 800.371.LINK(5465) metrolinktrains.com