Yesterday I dropped someone off to take the BoltBus from Boston to New York City. The experience was outstanding, and far beyond my expectation for the price. The ticket taker at the gate was extremely friendly and helpful. He chatted with folks in line, efficiently processing new people as they arrived. All the while he answered questions he must hear a dozen times each day, just as pleasant as can be. He mentioned that he was happy he had such a great job, and it was clear that he was sincere.
I think you can tell how good a company is by how much their people like working for them. Despite having a job most people would hate, the BoltBus ticket taker loves his job. You should be able to say the same for all the people on your teams, no matter how unglamorous their job is.
BoltBus is also a marvel of disruptive business models. When I think of modes of travel, taking the bus falls right at the bottom. The ride is uncomfortable; the trip is long; and the companionship is questionable. BoltBus has overcome all three of these issues, while delivering service at half the price of other modes of travel.
BoltBus has found a niche of providing frequent service between just a few hub cities. For $20 they take you from the center of Boston to the center of New York. They fill the bus by creating a sense of scarcity, offering cheaper prices for earlier booking. The first ticket on every bus is only $1. And they attract the younger crowd with great prices and free Internet access.
Compare the BoltBus to its parents Greyhound and PeterPan. Greyhound offers the same trip at $37. PeterPan charges $35, but they do have special on-line pricing similar to BoltBus. The same trip on Amtrak starts at $89. And the cheapest airfare is $152 round-trip on American Airlines. It's unclear why anyone would take a plane from Boston to New York. Getting to and from the airports into the cities, plus pre-boarding time for security makes the trip longer. It's certainly more expensive, and on such a short flight there are no amenities to make it worth it.
BoltBus is worth watching for its business model, but equally worth watching for the culture that makes its staff so happy to work there.