While some Metro employees may act inappropriately toward customers ["Metro Plans 'Brush-Up' Training in Courtesy," front page, Aug. 19], others go above and beyond in their effort to be pleasant and make Metro run smoothly.

At the West Falls Church station, for example, two men shepherd the buses in and out most weekday evenings. Not long ago, when a Route 980 bus breakdown caused delays, one of these men got on my bus (loaded with impatient passengers), explained the delay and apologized on behalf of Metro -- a kindness that elevated everyone's spirits.

Some weeks later, severe delays caused one group of passengers to wait through three Route 980 buses before being able to board. The same employee stood at the door of the bus and apologized to each passenger again, telling us our ride would be free to compensate for our trouble. Most of us departed with smiles.

Most recently, my Orange Line train broke down near Virginia Square. An energetic and determined employee passed through our car politely asking passengers to move from their seats so she could check the wiring below and behind walls. The delay was long, and some passengers were rude and self-important, but she smiled and joked as she tackled the problem. She actually made the wait somewhat entertaining.

Another employee at the Herndon-Monroe Park and Ride Lot has for years -- day in and day out, rain or shine, withering heat or brutal cold -- shepherded buses. I see him in the morning when I leave for work and again at night when I come home. If I had his job, I'd smack someone with my clipboard sooner rather than later, but he does his job efficiently, without a harsh word to anyone that I've seen. I can only aspire to such endurance and patience.

MICHELE K. ESPOSITO

Reston