Improving Quality with Receptive Operations

Matt Maglio began his career as a bus driver, drawn to the excitement of being on the road and connecting with passengers. His passion for driving large vehicles and ensuring a positive travel experience made his role not just a job but a calling. Early in his career, he was inspired by supportive managers who recognized his potential beyond driving. One pivotal moment came when a manager asked him if he was interested in operations. Embracing the challenge, Maglio found himself thriving in this dynamic field, quickly learning the ropes and developing a passion for the fast-paced environment of transportation operations.

A key turning point in his career was meeting Smith, the Safety Director at Greyhound, who played a significant role in bringing Maglio to the company. This connection further solidified his dedication to the transportation industry. His passion for operations, combined with his hands-on experience and commitment to safety and efficiency, has defined his successful career, making him a respected leader in the field.

Transportation Industry and Compliance

One of the primary challenges I face is ensuring that our drivers are fully prepared for roadside inspections and equipped with the knowledge and tools necessary to navigate the ever-changing regulations from the FMCSA and DOT. Keeping up with these evolving standards is a responsibility I take seriously, and I address it through ongoing driver training to ensure our team is well-prepared for roadside inspections.

To enhance operational efficiency and customer satisfaction, I focus on involving the entire team in the quest for excellence. I emphasize the importance of key performance indicators, celebrate victories together, and foster a culture of continuous learning and collaboration. By involving everyone in the coaching process and sharing both targets and achievements, we create a strong team dynamic that drives our success.

I’m proud to say we are already seeing the results of these efforts. By investing in building a winning team, we are truly setting the standard for service quality in long-distance bus travel.

 Our goal is for Greyhound to become the benchmark for excellence in North America, not just for our own operations but as an example for other Flix partners and the industry as a whole.

Strategies Augmenting Operational Efficiency and Customer Satisfaction

At Greyhound, our guiding principle is: “None of us are as smart as all of us.” This team mentality enables us to work collectively toward a common goal. By maintaining this focus, we not only meet but often exceed customer expectations, delivering reliable, on-time service that reflects our commitment to safety and excellence.

In line with this philosophy, I involve the entire team in our successes and the pursuit of high performance. I consider the group I work with to be strong and amazing, and I emphasize our journey together. While we have encountered numerous challenges, we have never truly failed in our attempts, and this optimism fuels our curiosity to discover and implement new strategies.

“There are probably 10,000 ways that did not work but we have never once failed trying. This optimism keeps us curious about finding and implementing new strategies.”

Having a collective mindset has proven beneficial for us. By working together and sharing the same goals, we consistently reap the rewards. We spend significant time together—often more than with our own families. By providing timely and consistent service within a safe framework, we have established a strong commitment to customer service. I believe that our progress is incomplete without ongoing coaching, training, and collaboration among all team members.

Leadership Philosophy at Greyhound Lines

Throughout my career, I’ve been fortunate to work with great managers who have significantly influenced my leadership philosophy at Greyhound Lines. My approach centers around praise, courage, and coaching. When an assignment succeeds, I make sure everyone involved receives recognition, reinforcing the importance of acknowledging collective achievements.

I always emphasize the idea that “none of us are as smart as all of us.” By harnessing input from multiple individuals on a project, I believe we can create a higher probability of meeting and exceeding our goals, making collaboration more effective than relying on one person alone.

I also advocate for empathy among coworkers, encouraging everyone to understand different perspectives and to choose to do the right thing, even when unobserved. Doing the right thing without seeking reward or recognition is crucial, even though it can be challenging.

These principles have guided me throughout my career. I recognize that a firm’s progress involves hard work and contributions from everyone over time. Staying patient, helpful, and empathetic toward coworkers is essential, as everyone has something valuable to teach. I find that compassion often leads to reciprocated positivity, fostering a collaborative learning environment. This approach has made my time at Greyhound Lines enjoyable, and I look forward to many more years of success with the company.