> Quality and service matter.
> Those who care, win.
Well, maybe. I mean I see his point, but the fact remains that Greyhound is probably the most successful bus company in the U.S. Could it be that customer service is not as critical to business success as the writer claims it is? I mean I wish it were, but this is reality we're talking about.
So it might be that Greyhound just doesn't have a whole lot of competition due to high barrier of entry.
I'm not quite sure what the MO of the drug transporters was; I never heard of any arrests so I think they must have been using it basically as a moving dead drop.
The few times I took it though were, sadly, uneventful. One lady did have a live chicken with her, but that was about it.
I bet Greyhound receives an extremely low call volume in comparison. After all, by default, you don't talk to a human. Most callers with special complaints are probably routed to people with scripts that have most arrows point to "I'm sorry, but I can't help you. Do you have any other issues today?", and Greyhound has made the calculation that this will not impact their bottom line.