How we can live upto the expectations of our customers

A tired pasenger enters a train after all the tiresome road journey he took to reach the station. He sighs with relief as he enters the pre-cooled coach from the ambient 40 degrees. He is further pleased to find a clean coach with all the bright illumination and silent but effective fans inside the coach. The coach attendent greets him to his delight and offers fresh linen. The passenger is assured by the coach attendant that he will be woken up at the desired station by him. The passenger is snoring now into a sound sleep. The sleep that he needs, the sleep he might remeber his best ever.
Are we doing this? Where we need to fine tune ? Lets think, and make the coaches of Mumbai division of Western Railway a the most pleasant ones.