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Leading with Love

Thursday, October 1, 2020

Categories: Blog, Employees

CATA Customer Experience Manager.

That may be Margaret Stephen’s job title, but others call her the heart of the customer experience department.

“Her understanding, her love … she goes beyond what a supervisor is supposed to even care about,” said Schuyler Brown, a member of the customer experience team. “In any situation where we need her, she’s right there. She’s got our backs.”

Margaret describes herself as one of those people who really loves her job. That love shines through to her team, other CATA employees and the public as she works hard to keep the CATA Transportation Center running smoothly.

Customer Experience Manager Margaret Stephens stands in front of the CATA Transportation Center

“I couldn’t have asked for a better boss for my first job out of college,” said Nick Zickefoose, another customer service representative. “Margaret is so attentive. She’s on the ball. She’s so friendly. She knows everything that we need to know about customer service, and she’s so enthusiastic about it.”

But according to Zickefoose, his boss doesn't just focus on doing her job well. She also empowers others to improve.

"She works so hard to make sure that everyone in our department is happy, healthy, doing our best, and also improving,” Zickefoose said. “She has a very vested interest in making sure that as individuals and as professionals, we’re becoming better people. And I appreciate it beyond anything else.”

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Welcome to 2020: A new year of opportunity

Tuesday, December 31, 2019

Categories: Blog, Community, Employees

[A CATA Nova bus leaving the garage]

It’s a new year, full of new opportunities to serve our riders and the community.

As we begin this new year -- and new decade -- we want to continue to connect, learn and grow with all of you. With expanding features like USB charging ports on our Nova buses and solar lights at bus stops, we are always striving for improvement. These improvements are made possible through community partnerships and constructive feedback. 

Our partnership with the Capital Area District Libraries could bring Wi-Fi to some of our buses. Our service agreement with Michigan State University will keep on-campus bus services free for years to come.

This year, we will continue using our digital channels as a way for riders to see beyond the busses and buildings of CATA. We are a fleet of strong, driven and inspired people who love this city and all those we serve. 

We want you to meet Craig Frazier and our paratransit department, who are asking “What if?” to open dialogue on how to serve clients better. We want you to hear Ron DeLeon’s story on what it means to serve CATA for 21 years and counting as a bus driver.  

With mindsets and employees like these, the future of CATA is shining brightly. But it can only shine with strong community relationships. So how might we get to know each other better?

Let’s start with a tour. Meet some of the faces and places behind the scenes at CATA.

Since this video was made, we were fortunate to surpass 11 million rides for 2019. Thank you for working with us to make the future of Greater Lansing public transit as promising as ever.

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