The squeaky wheel gets the grease

Whenever someone say “Silence is golden”, I always like to respond with “But the squeaky wheel gets the grease”. And it seems like in customer care and service sector, it is usually the squeaky wheel that gets the grease. Being silence isn’t golden.
Recently, someone posted a YouTube video of SMRT bus service 190 outside Thong Teck Building. It was a friday evening and all the buses that arrived were fully packed. He waited 1 hour and 40 minutes before being able to board the 13th bus.

When I first saw this video, I wasn’t surprised at all. Bus 190 is infamous for being super crowded. It is the fastest route between Bukit Panjang/Chua Chu Kang and town area. Thong Teck Building is at the end of Orchard Road just before Bus 190 go express. Of course the buses are super crowded. In fact, it would be a lot faster if the person cross the road, take Bus 190 to Plaza Sing and cross the road and take Bus 190 again. Yes, it cost a bit more but at least you won’t need to waste 1 hour 40 minutes.
It has been like that for many years. I’m pretty sure residents of Bukit Panjang and Chua Chu Kang had complaint to SMRT in the past. Unfortunately, not much action have been taken. But things changed when a video about the situation went viral. Suddenly SMRT is monitoring the situation closely and even added 6 additional short way trips last Friday evening.
It seems like the squeaky wheel did get the grease.
This shouldn’t be the way. It is very sad that SMRT only took action after the video went viral. This is going to start a chain reaction. I’m very sure we will see more videos like this. Why? Because people have the impression that companies like SMRT will only take action if we complain loud enough. And the easiest way to complain loudly is through social media.
It is sad to see things going this direction. Companies should really consider taking action before things go viral. And when things go viral, companies should try not to give public the impression that it is getting special treatment because it has gone viral. Or else we will all get into a vicious circle.

1 comment

  1. What you expect the MINDEF staff in SMRT to do…Take intitative meh…You are talking about Generals / Colonels WHO COMMAND YOU..and not YOU COMMAND THEM leh..

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