The Subway Saga

A lesson in Empathy and Accountability

In the bustling heart of Philadelphia, a SEPTA car rattles through tunnels, filled with a mix of commuters immersed in their phones, anxieties, and lost in thought. Among them sits a man whose children, a pair of lively little rascals, are bouncing off the walls—or rather, the seats. As they laugh and shriek, a fellow passenger can’t help but voice their annoyance, saying, “Hey, control your kids!” The man, visibly weary but composed, looks up and replies with unexpected seriousness: “They’re grieving the loss of their mother. We just left the hospital, she passed. I’m letting them burn off some energy.”

In this simple exchange, we witness a profound shift in perspective. Rather than merely viewing the situation through a lens of frustration, the fellow passenger learns a valuable lesson about the invisible burdens many carry. It’s a reminder that everyone is grappling with their own struggles, whether they are health-related, financial, or rooted in something more mundane. Just as this man’s children are trying to cope with a profound loss, customers and coworkers alike may also be navigating their own hidden battles. A moment of empathy can transform frustration into understanding, turning a mundane subway ride into a shared & solemn human experience.

As those of us at TLI navigate our lives serving shippers, it’s essential to recognize that everyone we encounter—whether customers on an email chain, coworkers at work, or carriers in our communities—may be suffering in ways we cannot see. Treating others with urgency and compassion is not just a kindness; it’s a necessary paradigm shift. By putting ourselves in someone else’s shoes, we encourage a culture grounded in a multifaceted perspective that enriches our connections to others and reminds us that, despite our differences, we are all part of a shared human experience. Even if a client makes a mistake, and perhaps request the wrong mode, its important we treat all with gentle mercy.

Mercy transcends love in its ability to acknowledge imperfections yet still respond with compassion. While love is blind to faults and shortcomings, mercy is fully aware of the wrongs and judgments that exist, yet it still chooses to extend understanding and kindness regardless. It sees the imperfections & struggles of the other clearly and responds not with harshness, but with gentleness and respect. By embodying mercy as a company, we embrace a deeper, more profound connection with our customers, carriers, and coworkers. In treating everyone with this spirit of mercy, we can ensure that TLI is an environment where compassion flourishes, allowing us to uplift one another in our shared human experience and create a culture of kindness and support.

However, it’s important to recognize that negligence is an abuse of mercy, which is why accountability stands as a fundamental pillar of TLI. Accountability invites improvement, particularly when we embrace the potential for growth and change. By holding ourselves accountable, we ensure that our acts of mercy are meaningful and constructive rather than merely permissive. In the spirit of this growth, let’s commit to employing empathy in our interactions with customers this month. By understanding their needs and perspectives, we can enhance our service and build stronger relationships, fostering a culture where both accountability and mercy thrive hand in hand.

So the next time you feel the urge to judge or criticize, pause & consider:

What story is unfolding behind that person’s eyes?