a policy directive in 2003, called the customer service initiative, identified the airlines as the faa'smers and encouraged the industry to challenge the decisions of faa inspectors. >> the problem, though, with the customer service initiative-- the way it was pushed, the way it was implemented, the way it was communicated to the workforce-- sent the wrong message, sent a very bad message i can cut a deal." and all you had to do was make a phone call to, you know, somebody that you became friends with over the years and request' reconsideration, and it would be taken care of.t, >> o'brien: both the faa and industry say their success working together is born out by statistics, that flying today is safer than ever. prior to the crash of 3407, it had been 2.5 years since the last fatal commercial airline accident in the u.s. >> in those intervening years, the united states air transportation system transported two billion people, maybe a little bit more. that is the equivalent of having transported the population of the united states more than six times without putting a scratch on anybody.

services do not exist. so what are you doing, your fellowç cabbies, how can we mae this work? >> in addition to our enforcement initiatives, we are trying to deal with customerice issues. it is difficult to get a taxi in san francisco at certain times of day and in certain geographical locations. i want to say first of all, we are working on that issue. i do not know to what extent it would be inappropriate to go through all of the different ideas we are havingç to pursuen the future. one thing is we are going out to bid for a public convenience and necessity study that will measure the need of the supply and demand of the taxi industry. if we are able$ these illegal vehicles, the city would be in a position to issue more taxi medallions, put more vehicles on the street. if we do that, more tax to drivers will have better working conditions. service response should be better. now that we have the tax medallions sales pilot program, those sales could represent substantial revenue to the city. right now, they are being sold for a quarter million dollars a piece. if we issued fourç new taxi medallions, that is potentially about a million dollars worth of reve

customer service is outstanding. and people flock to him at the responsiveness, the creativity, the initiative, the kindness of his people. he implemented home delivery, suddenly wanted to set up satellites. so many people were coming to him for business he realized he needed to put in another dry cleaning machine in place. . he suddenly found out as he bumped up against the division of water and environmental protection agency he had to do a soil sampling under the concrete pad in his building before putting the second machine in. what he didn't know along the way was a decision was made in another federal agency that dry cleaning fluid was put on a list of car sin agains. you would have to drink about 80 gallons to create the chemical in your body to cause cancer in the first place. here's the context of why we have to address regulations and i'll point this out. mr. bell found out that one teaspoon of water under 14 bore holes. 17 parts per million of dry cleaning fluid. they said you have to remediate this. mr. bell said i can't afford to do that. the response from the compassionate federal agency that cares about jo