UNORGANIZED LABOR--THE STATION AGENT
The primary schools of railroading are the little red and yellow and gray
buildings that one finds up and down the steel highways of the nation,
dotting big lines and small. You find at least one in every American town
that thinks itself worthy of the title. And they are hardly less to the
towns themselves than the red schoolhouses of only a little greater
traditional lore. To the railroad their importance can hardly be
minimized. They are its tentacles--the high spots and the low where it
touches its territory and its patrons.
To best understand how a station agent measures to his job, let us do as
we have done heretofore and take one of them who is typical. Here is one
man who in personality and environment is representative and the small New
York State town in which he is the railroad's agent is typical of tens of
thousands of others all the way from Maine to California. Brier Hill is an
old-fashioned village of less than 10,000 population, albeit it is a
county seat and the gateway to a prosperous and beautiful farming
district. Two railroads reach it by their side lines, which means
competition and the fact that the agent for each must be a considerable
man and on the job about all of the time. Our man--we will call him
Blinks and his road the Great Midland--has never lived or worked in
another town. Thirty years ago he entered the service of the G.M. as a
general utility boy around the old brick depot at twelve dollars a month.
The old brick depot is still in service and so is Blinks.
In thirty years his pay has been advanced. He now gets $110 a month; in
addition his commissions amount to $40 or $50 a month. Engineers and
conductors get much more, but the station agent, as we have come to
understand, is not protected by a powerful labor organization. There is an
Order of Railroad Station Agents, to be sure, but it is weak and hardly to
be compared with the Brotherhood of Locomotive Engineers or the Order of
Railroad Trainmen. In some cases the station agents rising from a
telegraph key have never relinquished their membership in the
telegraphers' union. But, with the telephone almost accepted as a complete
success in the dispatching of trains, the railroads see a new opportunity
for the efficient use of men who have been crippled in the service; in
some cases for the widows and the daughters of men who have died in the
ranks. It takes aptitude, long months, and sometimes years to learn the
rapid use of the telegraph. A clear mind and quick wit are all that is
necessary when the long-distance telephone moves the trains up and down
the line.
Blinks, being typical, does not belong to a labor organization. Although
he was an expert telegrapher with a high speed rate, he did not happen to
belong to the telegraphers' organization. Instead there is in him a fine
vein of old-fashioned loyalty to the property. He was all but born in the
service of the Great Midland; he expects to die in the harness there in
his homely old-fashioned office in the brick depot at Brier Hill. His is
the sort of loyalty whose value to the road can hardly be expressed in
mere dollars and cents.
If you would like to know the truth of the matter, you would quickly come
to know that the real reason why Blinks has never joined a union is that
he holds an innate and unexpressed feeling that he is a captain in the
railroad army, rather than a private in its ranks. For he is secretly
proud of the "force" that reports to him--chief clerk, ticket agent, two
clerks, a baggagemaster, and three freight-house men. Not a man of these
draws less than seventy dollars a month, so there is not much difference
in their social status and that of the boss. No one has been quicker than
he to recognize such democracy. He prides himself that he is an easy
captain.
"We work here together like a big family," he will tell you, "although I'm
quite of the opinion that we're about the best little collection of
teamwork here in the village. Together we make quite an aggregate. Only
two concerns here employ more help--the paper mill and the collar
factory."
You are a bit astonished at that--and at that you begin to think--not of
the relation of the town to the railroad but rather of the railroad to the
town. You ask Blinks as to the volume of the business his road does at his
station. He hesitates in replying. That is rather a state secret. Finally
he tells you--although still as a secret.
"We do a business of $50,000 a month," he says quietly, "which is as much
as any two industries here--and this time I'm making no exceptions of the
paper mill or the collar factory."
Quickly he explains that this is no unusual figure. And figures do not
always indicate. Smithville, up on another division, is only a third as
large and does a business of $20,000 a month. There are paper mills here
and inasmuch as they handle their products in carload lots on their own
sidings there is need of a large force around the station. On the other
hand, a neighboring town of the same size shows about the same monthly
revenue and needs a station force much larger than Blinks's. For its
leading industry is a paint factory, without siding facilities. Its
products move in comparatively small individual boxes, requiring
individual care and handling--that is the answer.
"You work long hours and hard hours?" you may demand of Blinks.
He shakes his head slowly.
"Long hours a good deal of the time, but not very often hard hours," he
tells you. "My work is complicated and diverse but it is largely a case of
having it organized."
Indeed it is complicated and diverse. There are only four passenger trains
each day up and down the line, but the rush of freight is heavy,
particularly at certain seasons of the year. And both of these functions
of the railroad as they relate to Blinks's town come under his watchful
eye. In addition, remember that he is the express agent and is paid a
commission both on the business bound in and on the business bound out of
his office, as well as the representative of the telegraph company. The
telegraph company pays him nothing for handling its messages, but from the
express company he will probably average forty-five dollars a month,
particularly as his brisk county-seat town is one in which the
small-package traffic does not greatly vary at any season of the year.
Down in the Southwest, where a great amount of foodstuffs moves out by
express within a very few weeks there are men who may, in two months, take
several hundred dollars, perhaps a check into four figures from the
express company. The gateway to a summer resort is regarded as something
of the same sort of a bonanza to the station agent. Still Blinks, if he
would, could tell you of a man at a famous resort gateway who lost his job
through it. The president of his road was a stickler for appearances. On a
bright summer day when vacation traffic was running at flood tide, his car
came rolling into the place. Word of it came to the station agent, but the
station agent was lost in an avalanche of express way-bills. He should
have been out on the platform in his pretty new cap and uniform. At least
that was what the president thought. So nowadays that station agent gives
all his time to the express way-bills. There is a new man for the cap and
uniform, and when the president of that railroad arrives in the town he is
greeted with sufficient formality.
As a matter of fact the express companies prefer to maintain offices
wherever it is at all possible. The bonanza offices for the railroad
agents are few and far between and when the railroad begins to find them
it is apt to part. So Blinks can consider himself lucky that his
commissions do not run over fifty dollars a month. That means that the
express company will not attempt anything as suicidal as establishing its
own office in Brier Hill and his own modest perquisite is not apt to be
interrupted.
His is routine work and intricate work. He writes enough letters in a week
to do credit to a respectable correspondence school and he makes enough
reports in seven days to run three businesses. His incoming mail arrives
like a flood. There are tariffs, bulletins, more tariffs, instructions,
more tariffs, suggestions--and still more tariffs. The tariffs, both
freight and passenger, are fairly encyclopedic in dimensions and the folks
down at headquarters fondly imagine that he has memorized them. At least
that seems to be their assumption if Blinks can judge from their letters.
Every department of the road requests information of him, and gets it. And
when he is done with the railroad he realizes that he is violating
biblical injunction and serving two masters, at least. For the express
company is fairly prolific with its own tariffs and other literature. And
the telegraph company has many things also to say to Blinks there in the
old brick depot.
[Illustration: THE STATION AGENT
He is the human tentacle of the railroad; the flesh-and-blood factor by
which it keeps in touch with many, many thousands of patrons.]
Yet the wonder of it is that Blinks endures it all--not only endures but
actually thrives under it. In a single hour while you are sitting in his
dingy, homy little office just back of the ticket cage, you can see the
press of work upon him. He has just finished a four-page report to the
legal department, explaining the likelihood of the road's being able to
stave off that demand for an overhead crossing just back of the town;
there is a letter on his desk from the general freight agent asking him
for a "picture" of the business at Brier Hill, which means a careful
analysis of its industries and trade--not an easy job of itself. There is
an express package of $25,000 in gold destined to a local bank, over in
the corner of the ticket cage. Blinks keeps a bit of watchfulness for that
"value package" down in the corner of his mind while a thousand things
press in upon it. Number Four is almost within hearing when a young man
and his wife appear at the window, baggage in hand, and demand a ticket
via Cincinnati, St. Louis, and Sedalia to Muskogee. The young ticket clerk
tears madly through a few dozen tariffs, scratches his head blankly--and
Blinks has to jump into the breach. In thirty seconds he has the right
tariff.
"I think the through one way is thirty-four sixteen," he smiles at the
patrons, "but I had better look up and make sure."
His memory was right--but Blinks takes no chances.
"Can we get a stop-over at Urbana?" asks the woman.
The station agent dives into a tariff, after a moment nods "yes."
"Wonder if we could go around by Jefferson City and stop off there?"
inquires the man, "I've relatives there."
Blinks starts to say "yes," then hesitates. Wasn't there a special
bulletin issued by the Missouri Pacific covering that detour? or was it
the Katy? He finds his way through twenty or thirty tariff supplements. He
knows that if he makes a mistake he not only will be censured, but will
probably be forced to make good the mistake from his own pocket--according
to the ruling of the Interstate Commerce Law, which he feels is yet to be
his nemesis.
Number Four is almost near enough to hear the hissing of her valves but he
tells his patrons not to worry--she has a deal of express matter to handle
this morning and will tarry two or three minutes at the station. He finds
the right ticket forms, clips and pastes them, stamps and punches them,
until he has two long green and yellow contracts each calling for the
passage of a person from his town to Muskogee. Incidentally he finds time
to sell a little sheaf of travelers' checks and an accident insurance
policy in addition to promising to telegraph down to the junction to
reserve Pullman space. In six or seven minutes he has completed an
important passenger transaction, with rare accuracy. Rare accuracy, did we
say? We were mistaken. That sort of accuracy is common among the station
agents of America.
When the nervous, hurried, accurate transaction is done you might expect
Blinks to rail against the judgment of travelers who wait until the last
minute to buy tickets involving a trip over a group of railroads. But that
is not the way of Blinks.
"I could have sent them down to the junction on a local ticket and let
them get their through tickets there. But I like those tickets on my
receipt totals and I'm rather proud of the fact that they've made this a
coupon station. My rival here on the R---- road has to send down to
headquarters for blank tickets and a punch whenever he hears in advance of
a party that's going to make a trip and a clerk down there figures out the
rate. We make our own rates and folks know they can get through tickets at
short notice."
That means business and Blinks knows that it means business.
"But he almost had me stumped on that alternative route via Jefferson
City," he laughs. "They catch us up mighty quickly these days if we make
mistakes of that sort."
The Interstate Commerce Law, as we have already seen, is a pretty rigid
thing and lest a perfectly virtuous railroad should be accused of making
purposeful "mistakes" in quoting the wrong rate, it insists that the agent
himself shall pay the difference when he fails to charge the patron the
fully established rate for either passenger or freight transportation. In
fact it does more. It demands that the agent shall seek out the patron and
make him pay the dollars and cents of the error, which is rather nice in
theory but difficult in execution. The average citizen does not live in
any great fear of the Interstate Commerce Law.
Blinks, being a practical sort of railroader, is willing to tell you of
the line as it works today--of the problems and the perplexities that
constantly confront him. And occasionally he gives thought to his rival,
whose little depot is on the far side of the village.
"Now Fremont is up against it," he tells you confidentially. "His road is
different from ours. We have built up a pretty good reputation for our
service. My job is a man's job but at least I don't have to apologize for
our road. Fremont does. His road is rotten and he knows it. He knows when
he sells a man a ticket through to California or even down to New York
that the train is going to be a poor one, made up of old equipment,
probably late, and certainly overcrowded. And if it's a shipper Fremont
knows that there is a good chance that his car is going to get caught in
some one of their inadequate yards and perhaps be held a week on a back
siding.
"It keeps Fremont guessing. His business is not more than half of mine and
he has to work three times as hard to get it. He catches it from every
corner and starves along on a bare eighty dollars a month. And they are
not even decent enough to give him anything like this."
He delves into an inner pocket and pulls out a leather pass wallet. It is
a "system annual"--a magic card which permits his wife or himself to
travel over all the main lines and side lines of the big road, at their
will. He gives it a genuine look of affection before he replaces it.
"When a man's been fifteen years in the station service of our road, he
gets one of these for himself; at twenty-five they make it include his
wife and dependent members of his family--which is quite as far as the
law allows."
Blinks laughs.
"They're generous--in almost every way--except in the pay envelope. And in
these days they're actually beginning to show some understanding of the
real difficulties of this job." There is an instance in his mind. He gives
it to you. For the station agent here at Brier Hill still recalls the
fearful lecture he got from the old superintendents of his
division--within a month after he was made station agent at the little
town. They had celebrated the centennial of the fine old town; there had
been a gay night parade in which all the merchants of the village were
represented. Some of them had sent elaborate floats into the line of
march, but Blinks had been content to have his two boys march, carrying
transparencies that did honor to the traffic facilities of the Great
Midland. The transparencies had cost $6.75 and Blinks had the temerity to
send the bill for them on to headquarters. If he had stolen a train and
given all his friends a free ride upon it he hardly could have caught
worse censure.
But Blinks's road has begun to see a great light. It has begun to realize
Blinks and his fellows are the tentacles by which it is in contact with
its territory. As the traffic steadily grows heavier it has relieved him
of the routine of telegraphic train orders by establishing a block tower
up the line at the top of the hill, where regular operators make a sole
business of the management of the trains and so widen the margin of safety
upon that division. It has appointed supervising agents--men of long
experience in depot work, men who are appointed to give help rather than
criticism--who go up and down its lines giving Blinks and his fellows the
benefits of practical suggestions.
It has done more than these things. Today it would not censure him for
spending $6.75 out of his cash drawers for giving it a representation on a
local fête-day. It would urge him to spend a few more dollars and make a
really good showing. It is giving him a little more help in the office and
insisting that he mix more with the citizens of the town. It will perhaps
pay his dues in the Chamber of Commerce and in one or two of the local
clubs, providing the dues are not too high. For the road is still feeling
its way.
We think that it is finding a path in the right direction. It has long
maintained an expensive staff of traveling solicitors for both freight and
passenger traffic--expensive not so much in the matter of salaries as in
the constant flood of hotel and food bills. It has ignored Blinks and his
fellows--long-established tentacles in the smaller towns--and their
possibilities. Now it is turning toward them.
Out in the Middle West they are trying still another experiment. Several
roads have begun letting their local agents pay small and obvious transit
claims right out of their cash drawers, instead of putting them through
the devious and time-taking routine of the claim departments. Under the
new plan the agent first pays the claim--if it does not exceed twenty-five
dollars, or thereabouts--and the claim department checks up the papers.
There may be cases where the road loses by such methods, but they are
hardly to be compared with the friends it gains. An express company has
adopted the plan, three or four railroads are giving it increasing use.
The idea is bound to spread and grow. And not the least of its good
effects will be the increased self-respect of the agents themselves. The
trust that the road places in them gives them new trust in themselves.
Blinks has a little way of talking about courtesy--which in effect goes
something after the same fashion. He generally gives the little talk when
a new man comes upon his small staff.
"The best exercise for the human body," he tells the man, "is the exercise
of courtesy. For it reflects not only upon the man who is its recipient,
but in unseen fashion upon the man who gives it."
After all, railroading is not so much engineering, not so much discipline,
not so much organization, not so much financing, as it is the
understanding of men.