The TTC has had its share of bad news days over the past year or so, everything from sleeping subway station collectors to drivers caught texting behind the wheel. These are the kinds of little cuts that can do serious reputational damage over time – and they’re the kind of thing that can’t be suddenly overcome with one very good news story. So it’s great PR indeed for the TTC to be undertaking the kind of customer service initiatives it has brought forward in the past while (station managers, the appointment of Customer Service Officer Chris Upfold), the latest of which was announced this week: plans to establish a Customer Liaison Panel populated by members of the public and TTC officials, plus regular quarterly town hall meetings. All of these measures send a strong signal: that the commission understands it needs to do a better job in customer service, and that it is making changes designed to achieve that goal. As TTC Chair Karen Stintz put it, “Fundamentally, what we’re talking about is a culture change.” Touchdown.