>Know that each customer knows you, by face, business card, dispatcher's name and telephone number.

On a shortline railroad, this usually works. That is the reason that shortlines are generally succesful in recapturing single car traffic. The issue then becomes if the connecting Class 1 is offering decent rates and is interested in moving loose car traffic. Many Class 1 railroads are only really interested in unit trains - period.

On a large railroad, the crews may stay the same for extended periods or change on a regular basis. It depends on whether or not the industry is switched by a regular job and how the crew seniority holds. A large railroad's dispatcher does not deal with the customers, and usually barely has enough time to move trains. Customer service used to be handled by the agent at the local depot, now customer contact is mainly through a 1-800 number or electronic data interchange. At least your call isn't answered by someone in New Delhi (so far). Some large/important customers might have a rep assigned to them or have the local trainmater/MTO's number.