Cultivate the Enthusiast

An article in this week’s routeONE trade journal advocates a positive company approach to bus enthusiasts. routeONE argues that bus company managers should welcome them, because they bring with them much intelligence about competitors’ plans, purchases and contracts.

That may be true enough. Unless, of course, said competitors are themselves readers of routeONE and are wisely guarded about the information they reveal.

But there is a more compelling reason to make the enthusiast welcome and even boil the kettle for him, when he calls - something routeONE missed.

And it’s simply this. Enthusiasts are great ambassadors of and for the industry. OK, they may question why route X3 turns right at the lights when it used to turn left. Or they may argue against a certain livery change. They may grumble among themselves. They may even be a slight nuisance. But, invariably, when the conversation down the pub (or the supermarket) turns towards the negative as regards bus services or fares or route cuts, it’ll be the enthusiast who alone will stand up for the industry.

And will they be so inclined to show their support if they are turned away from a depot visit?

The enthusiast is therefore a valued advocate and should always (yes, always) be treated as such. Cultivate and grow. That way, although you and he may not always agree, he will consistently be on the industry’s side. Never under-estimate their role as diplomats and envoys.