Malkit Kalsi loves being a bus operator, and he’s got the receipts to prove it.

In fact, Malkit has over 60 commendations from his bus riders from the past year, and that’s just the ones he’s got the printout of.

Overall, he’s got 360 total.

The commendations are a testament to his 16 years as an operator and his devotion to customer service.

He places an emphasis on reminding riders that they’re valued on his bus by saying hello and goodbye to every passenger, and other announcements as appropriate, including wishing them a good day, watching out for slippery sidewalks, and reminding what route they’re on.

Buoyed by this, his customers have taken the time to write commendations for Malkit on his special dedication.

Malkit’s got a pile of them, and, like from a deck of cards, a colleague pulled out a couple of commendations for Malkit to share with us.

Cool, collected and conscientious

During a medical emergency on board, Malkit was commended for following procedures and remaining cool and collected while a passenger onboard experienced an epileptic episode.

Malkit helped the passenger stay conscious and warm, while passengers who were unable to help were asked to step off the bus and wait for the next one.

His commendation notes that he made these customers feel “in the know,” and what to do next after a surprise situation.

A few of the helpful passengers on board asked Malkit for his name and the bus number. He thought it might be related to the incident, but he was pleasantly surprised later to find out that one of the passengers had sent in a commendation.

The next commendation Malkit drew from his deck of documents was a “regular” one, as he puts it, but equally important to him. The passenger couldn’t help but let Malkit know it was clear how engaged he was with his job, and it came through in his cheerful personality.

It was extra meaningful because the passenger was a seasoned rider, so they know a thing or two. The passenger doesn’t drive so had been riding transit for years and all over the world.

Malkit said that he was just happy he could help the passenger get from point A to point B, and with a joyful transit ride.

“I’ve had people from around the world, who have had similar situations or similar comments,” he says. “I don’t want to put myself on a pedestal. I am always learning. Learning happens every day, so the saying goes, do your best to become your best.”

He hopes that by sharing his commendations, other Operators feel inspired that they’re capable of achieving the same.

And he’s ready to spill the beans to help them.

Meet, greet and inform

Malkit’s process is simple.

It’s by building the small relationships with his riders, new or regular, that have led to his frequent commendations. “Meet, greet and inform” is a term he learned in training. It’s stuck with him, and he applies it every day.

He makes a point to meet and greet customers with a quick “good morning” or “good afternoon” to invite them on his bus and he says goodbye when they leave.

And of course, he informs.

Just because someone hopped on a bus, doesn’t mean they’re completely sure of their destination. Public transit can be a bit of learning curve, and Malkit understands that communication about what bus they’re on and where it’s going is important.

He notes that mentioning the route, where it’s headed, and regular reminders for customers to watch their step as they leave the bus is key.

This way, if any passengers realize they’re on the wrong bus, they know right away and can change their route, just by giving them a bit of simple information.

He also stays alert and available for questions from customers as a part of his success.

“It’s the communication and the attitude that I have that is key, when it comes to most of the commendations I get from passengers,” says Malkit. “The more information they receive from the driver, the better they can make a decision.”

These letters serve as a great reminder to Malkit, and a boost of confidence that he’s doing his job well.

Here’s to Malkit, and his collection of commendations, and the bus operators who join him in providing excellent customer service, every day.