Service that creates a

lasting impression.

At TransWest, service is more than completing a trip. It is creating an experience people remember.

SMILE is how we show up for every rider, guest, teammate, and client: with warmth, professionalism, and genuine hospitality. It is the small moments such as eye contact, a warm greeting, anticipating needs, solving problems, and leaving people feeling better than when they arrived that set us apart.

What SMILE Service Looks Like

• Greeting guests first with confidence and warmth
• Offering help before being asked
• Communicating proactively during delays or changes
• Solving problems with ownership and care
• Ending every interaction positively

One smile. Every interaction. One lasting impression at a time.

What SMILE Means

SEE GUESTS. From first hello to final goodbye, leave every guest feeling valued and cared for.​

  • Welcome every guest with eye contact, a genuine smile, and a friendly greeting to Enjoy the Ride​

    • Make eye contact​

    • Greet within seconds​

    • Use names when possible​

  • Create a sense of safety and belonging from the start​

  • Close every interaction with sincere appreciation and a clear thank you​.

MAKE IT EASY. Remove friction and reduce stress at every step.​

  • ​​Provide clear directions and information​

  • Anticipate common questions or needs​

  • Offer assistance proactively​

  • Be calm, organized, and solution-oriented​

  • Keep the experience smooth and effortless

INSPIRE CONFIDENCE. Demonstrate professionalism, confidence, and control.​

  • ​​Communicate clearly and calmly

  • Show mastery of routes, schedules, and procedures​

  • Stay composed under pressure​

  • Be someone guests trust to take care of them

LISTEN & CARE. Connect beyond the transaction with empathy and attention.​

  • ​​Listen fully without interrupting​

  • Acknowledge concerns or requests​

  • Use ownership language (“I’ll take care of that”)​

  • Show patience and respect​

  • Treat every guest as important

EXPRESS GRATITUDE. Close every interaction with appreciation and warmth.​

  • ​​​Offer a sincere thank you​

  • Wish guests well on the rest of their journey "Enjoy YourDay"​

  • Leave a positive final impression​

  • Reinforce that their presence matters​

Watch the SMILE Service Standards Training Video

SMILE Service comes to life in the moments that matter most.

Watch our short training video and learn how to apply them in everyday guest interactions.