Complacency a sure way to lose customers

A big smile formed on my face when I saw the report on Feb 18 ("Competition may lead to bus-driver pay tweak").

I am a true believer of complacency being a sure way to lose customers.

Soon, we will have two new bus operators, Go-Ahead and Tower Transit, which will serve as further competition for the two incumbents.

Education on service excellence and customer satisfaction must come from the top, and be followed through. With excellent service, profit will naturally go up.

Koh Wee Leng (Ms)