When you're worrying about all this stuff, the last thing you want to worry about is a coach yelling in your face. But it happens.

I do worry about the cost. There is no way around that issue.

People love to beat up on the poor umpire. It's like its own sport.

If customer feedback from our transactional survey is extremely good, Mike will celebrate customer support's success by doing something as simple as treating the entire staff to ice cream that day.

One thing we have to offer in the hiring process, especially in customer support, is the opportunity to grow with BNSF. This just gives them another perspective of how the railroad runs and opens the door for future, potential career opportunities.

We're constantly assessing their needs and communicating with them. Our employees know that their voices are heard.