Motivational speaker Tony Robbins says the definition of insanity is doing the same thing twice and expecting different results.
We ignored the story about the railfan photographer arrested at New York's Penn Station since it really had little to do with the nature or quality of rail service. Yet, it took on a life of its own with Amtrak eventually being ridiculed over it on Comedy Central "Colbert Report." Things like that can public relations practitioners acute agita.
So it was distressing to learn than, like Britney, Amtrak "Oops...did it again," this time at Los Angeles Union Station. I'm disturbed not so much about the PR fallout - by now Cliff Black no doubt has developed a fortitude of steel. What troubles me is the organization's cultural failure to see to its that its employees understand that these actions are wrong, even if they are carried out with good intentions. Do we have to post copies of the Bill of Rights in every Amtrak station?
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