Provide an Exceptional Customer Experience
The foundation of an exceptional customer experience is to receive a safe, friendly, and reliable ride. Cherriots will focus on the fundamentals. The District will provide clean and accessible bus stops, consistently deliver reliable bus service, and assure transit users can easily access the information they need in-person, from customer service staff or online.
Cherriots continually looks for ways to attract new customers and expand the availability of public transit. To improve the customer experience, Cherriots will implement new technologies and strategies, including an electronic fare system and real-time bus tracking. Targeted outreach campaigns will make potential Cherriots riders aware of the advantages of public transit and that it is an attractive alternative to personal vehicles.
Culture of Excellence: Team Cherriots
There’s the “Nordstrom Way,” the “Ritz-Carlton Way,” and the “Southwest Airlines Way.” Cherriots wants to attain a similar reputation for service excellence the Cherriots Way: Every Interaction, Every Customer, Every Day. Everyone on Team Cherriots will intuitively know their responsibilities for supporting a positive experience for both internal and external customers. The culture of excellence mindset will extend to all community members, stakeholders, and fellow employees.
Enhance Community Engagement
Good relationships with community partners are essential. Cherriots cannot respond to changing transit needs without the public’s participation and confidence. Cherriots will continue to build positive relationships with organizations, individuals, neighborhoods, decision-makers, businesses, and others. These relationships, both formal and informal, are the essential building blocks for effective transit growth. Cherriots, as a taxpayer-funded special district, also has an obligation to encourage public participation and transparency. The District will make good-faith efforts to keep the public informed with timely, accurate, and engaging communication.
Cherriots has developed and is now executing a Community Communication Plan. The District also has formalized its public outreach mobilization plan, which assigns specific roles and responsibilities to members of the Board and the senior leadership team.
Ensure Organizational Viability
Enhancing community livability with transportation services is a long-term ambition that requires responsible growth and cost-effective operations. Cherriots, through its actions, will demonstrate that it’s a good steward of financial, capital, and human resources.
Building public trust and building understanding of the value of Cherriots is key to growing and delivering a robust public transit system.
Whether it’s maintaining a balanced budget, planning for future facility needs, or investing in workforce development, Cherriots will continue to look ahead and adjust its strategy. The organization will meet community needs with cost-effective operations.
Be an Environmentally Responsible Organization
Riding the bus is one of the easiest ways to go green. Cherriots is going a step further by improving the sustainability of its daily, in-house operations.
The District’s plans call for documenting current sustainability practices and developing sustainable products and services purchasing policies. Cherriots formed a Sustainability Committee and its members established a purpose statement: To create a culture of environmental stewardship and promote sustainability in the community we serve by the incorporation of sustainable concepts into all functions of District activities. Cherriots will investigate ways to improve the energy efficiency of transit facilities. The District also will establish a Board-adopted environmental sustainability policy statement.