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"It does not help our image if customers see some of our employees sitting in trucks sipping coffee, talking in groups at station platforms or outside stations" during busy times. "Why is it that I am observing and troubled by these instances but the managers are not seeing these or taking any corrective action?"
Catoe said he has noticed improvement in the weeks since.
On other service-related issues, rail managers are trying to run trains with the same series of car to troubleshoot mechanical problems. Metro also plans to implement new customer service standards by fall, including a "mystery rider" program to assess performance.
Catoe also wants more training for frontline employees, especially station managers, so they know what kind of customer service they should provide. Metro is reviewing standards used by the London subway as a possible model.
One of his main challenges is reforming an agency that some workers say has served as an easy employer for those with family and friend connections. In his speech to managers, Catoe said it was time for everyone to get onboard.
Some employees might "feel they have done enough changing, that they only have a few years left before retiring," he said in an interview.
His message to them: "There is no free retirement job."
