The Concept of Employee Value – A Tale of Two Buses
The same urban bus route was served by two operators – one using a red bus and one using a blue bus. The red bus company employed fully qualified PSV drivers with a clean driving and DBS record and the blue bus company also employed fully qualified PSV drivers with a clean driving and DBS record.
Sadly, the red bus company made very little profit on the route since most passengers waited at stops to use the blue bus. This resulted in the blue bus company making much larger profits. The red bus company tried all kinds of promotions and special offers to tempt passengers but nothing worked.
Desperate to find out why passengers preferred to use the blue bus, the owner of the red bus company decided to take a ride on the blue bus. As she boarded the bus she was greeted with a welcoming smile and a cheerful greeting from the driver. Having paid her fare, she sat near the front of the bus to observe the service in action. It was soon apparent that the blue bus driver greeted all passengers with the same smile and even chatted to some while they paid their fares. Before each bus stop the driver would announce its location so that passengers would be ready to disembark at their chosen stop.
The owner of the red bus company then turned her attention to the many passengers on the bus. They were a mixture of people – some going to work in the town, some going shopping, and some commuting to the railway station. She chatted with a few and politely asked them why they used the blue bus. Their response was almost unanimous. It wasn’t about ticket prices, the schedule, or punctuality – it was that they enjoyed the experience. They all commented that a friendly driver made a difference and somehow made the journey more enjoyable.
A few days later, the owner of the red bus company called the owner of the blue bus company to find out the secret behind their success. The answer was simple: don’t just recruit on qualifications – recruit on value. Look for people who bring honesty, reliability, and a willingness to go the extra mile, not just the right licences or certificates.
To measure these qualities, the blue bus company used targeted assessments from Big 5 Assessments, a UK-based business that helps companies find the right people for the right roles. By focusing on employee value rather than just performance, they had built a team that passengers loved – and a business that thrived. The lesson was clear: the right people make all the difference, and sometimes, it’s the small touches that turn an ordinary journey into a great experience.
About the Author: Nikky Van Bommel
Nikky van Bommel is the Marketing Director for Big 5 Assessments and has worked in the Psychometric Testing industry for over 10 years. Nikky is responsible for all marketing and social media for the organisation. 
