Trailways: The Name Travelers Trust

How rapport, responsiveness and customer solutions forge relationships that last

In 1936, Burlington Transportation and the Frank Martz Coach Company helped found the Trailways system. They remain two of the best-known and respected names in the travel industry, speaking volumes about the Trailways brand and its legacy as a membership-based organization.

“We are made of like-minded carriers, determined to maintain their operational independence, yet unified by the service standards and operational integrity by those early founders,” said Amy Brooks, Trailways Board Chair and Susquehanna Trailways’ Vice President of Sales. “They’ve been ambassadors for future Trailways members, and we all succeed because travelers trust us.”

Trust is the foundation of everything Trailways does. So here are tips to consider when building long-term trust with others, from the teachings of business coaches and communication experts.

Establish rapport

  • When connecting with customers either in person, remotely by phone or virtually, avoid the impulse to get right down to business, and instead begin with welcoming conversation that sets the tone for a lively give and take
  • Listen attentively.  Don’t be distracted by thinking about what you want to say in reply
  • Avoid interrupting. Let clients set the conversational pace

Provide responsive service

  • Texts, phone calls and video chats are today’s tools for quick response
  • Respond within a day
  • When you make a promise, do what you say you will

Find solutions

  • Validate the problem a customer is trying to solve by choosing words such as “I understand you” and, “Let me know if this is what you are looking for”
  • Communicate your action plan with your client before you execute to make sure it fits them. Make it a collaboration
  • Complete the job and get feedback
  • If relevant, keep notes on solutions and approaches that can help all of your customers

Customers stay with companies they trust to offer value and solve problems quickly. View every client contact — written, verbal or in person — as a chance to build that trust.


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