Robert Leduc knows what it's like to be a driver. That's because he used be one. And he knows what it's like to be a mechanic, because he used to do that too. "I would drive the buses in the summer and repair them in the winter," says Leduc, who started in the motor coach industry 20 years ago.

As Eastern Canada's general manager, he spearheaded the service branch's move from St. Hubert, Quebec, to MCI's convenient new downtown Montreal facility. Today he heads a shop of about 15 technicians and 10 staff members that take care of everything from routine maintenance to paint and collision repair. He characterizes his shop as one with a high level of personal attention and expertise, where drivers are treated well and there's always someone to answer the phone.

In the meantime, he spends a lot of his time visiting customers, up to 10 a week. "Our job is not to stay in the shop and look at the buses," says Leduc, who makes sure area customers know of the Montreal shop's service expertise. And no matter where he is on any given day, he prides himself on his accessibility. "When people call after hours, that's my cell phone they're calling. It's always on."