There's probably no shortage of folks who'll claim that this is yet another polite platitude. But check out this leaked Muni memo from Nat Ford: "we need to take steps to ensure that unacceptable conduct does not continue and that people are accountable for their actions and understand the consequences." Okay, okay, it's a memo, not some kind of shift in the Muni zeitgeist. And yet ...

Well-placed sources in Muni tell us that Nat Ford isn't just talking the talk when it comes to professional conduct. Check this: "Managers and supervisors, in particular, should monitor, track and address concerns, making staff aware of expectations and of what is and isn't acceptable as well as enforcing the proper procedures to correct problems." This isn't just a memo floating through the ether; according to folks in the know, it's accompanied by directives for managers to set the bar high for their subordinates, as well as a closer scrutiny of customer service -- and that includes the reports that you file online and by calling 311. You are filing those reports, right? EVERY SINGLE TIME something happens? Muni can't heal itself without your input, and with actions behind Mr. Ford's very sound words.

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