At this point, I'd like to tip my hat to Mr. Anderson.
While Mr. Boardman was the first CEO during my tenure to make sure that various departments realized they worked for a passenger railroad, which means we should work together to support customer services, Mr. Anderson is the first CEO during my tenure to notify the mechanical department that they are FRONT LINE EMPLOYEES!
That's right and all though it will take time, this is more than words...I've seen the action.
He informed mechanical that the customer experience begins with them. If the train is dirty, looks neglected and has burnt out light bulbs, the rest of the employees are already on the defense. While he is aware that some of the equipment is just old, rundown and neglected, he wants the things that can be controlled...controlled...and is not taking no for an answer...regardless of the consequences (and there are definitely going to be consequences particularly when it comes to washing the trains.)
To that end, he is investing in the mechanical departments. He is investing in training and upgrades in facilities. Granted, he could do a lot more, but we'll have to cut loose some more chefs to make it happen.....(too soon?)
Additionally, there is a contractor that was hired to check the conditions of the trains prior to departure. In other words, the group is traveling around the various terminals, inspecting the work of the mechanical facilities. We've been told to assist when we seen them (give them access to the trains , escort them across tracks ,etc). They are also on the look out for items that haven't been repaired in a timely fashion. It has been made clear that facilities with too many exceptions will experience "changes" .
It is a start.