Uniforms, the smartest and scruffiest?

[Horizon22]

Two issues there:

1) The driver is unlikely to have the knowledge to be able to answer "customer service" type queries. Being an ambassador of the company doesn't really help with answering ticketing questions, for example.
2) More importantly, in many cases the driver doesn't have time to take queries, especially if changing ends on a tight turnround, or whilst trying to work their way through a train defect. One person's query doesn't take priority over the train departing on time.

1) No of course not, but they could signpost people to the right place "Oh just ask my colleague over there / at the ticket office". And they may well be able to answer a question to "Is this the train to X". Drivers are staff like everyone else and should be courteous with any enquiry not shrug it off as some feel is OK because they are 'above customer service'.
2) Again that can be handled with an firm but fair "apologies, I need to prepare my train for service, could you please ask one of my colleagues over there / at the ticket office / on the platform"

A little bit of customer service doesn't hurt and indeed drivers go through the same customer service induction processes as everyone else.

 

[Royston Vasey]

Always thought Eurostar uniforms were very classy, particularly the long mackintoshes.

 

[bramling]

1) No of course not, but they could signpost people to the right place "Oh just ask my colleague over there / at the ticket office". And they may well be able to answer a question to "Is this the train to X". Drivers are staff like everyone else and should be courteous with any enquiry not shrug it off as some feel is OK because they are 'above customer service'.
2) Again that can be handled with an firm but fair "apologies, I need to prepare my train for service, could you please ask one of my colleagues over there / at the ticket office / on the platform"

A little bit of customer service doesn't hurt and indeed drivers go through the same customer service induction processes as everyone else.

As I say, I don't disagree with the above at all. However by the same token, after the umpteenth instance of someone not accepting being referred elsewhere, or pushing their way in whilst someone or something else is quite clearly being dealt with, I can understand why some people lose interest.

At the end of the day, the driver's main role is to drive trains, and the types of people who are adept at maintaining concentration whilst spending long periods of time on their own simply aren't always going to be the most outgoing. This is simply one of those little facts of life, in my view.

 

[Horizon22]

As I say, I don't disagree with the above at all. However by the same token, after the umpteenth instance of someone not accepting being referred elsewhere, or pushing their way in whilst someone or something else is quite clearly being dealt with, I can understand why some people lose interest.

At the end of the day, the driver's main role is to drive trains, and the types of people who are adept at maintaining concentration whilst spending long periods of time on their own simply aren't always going to be the most outgoing. This is simply one of those little facts of life, in my view.

The vast majority of people are very reasonable. Yes you'll get some obnoxious passengers who think you are trying to "fob them off", but I tend to tell them that its better to get a correct answer than an incorrect / uncertain one, and they will have more time to deal with your query. Sometimes though you do have to leave people and carry on with your tasks. Some drivers (and it is a minority) don't even bother with the bare minimum.

 

[bramling]

The vast majority of people are very reasonable. Yes you'll get some obnoxious passengers who think you are trying to "fob them off", but I tend to tell them that its better to get a correct answer than an incorrect / uncertain one, and they will have more time to deal with your query. Sometimes though you do have to leave people and carry on with your tasks. Some drivers (and it is a minority) don't even bother with the bare minimum.

As ever, it's the worst who are remembered, and this no doubt cuts both ways on this one. I've always tended to be more brusque with people at weekends, simply because experience seems to find this is when the worst people seem to crawl out of the woodwork.

Like I said before, I think it's just one of those facts of life. Expectations can be managed by making the driver's uniform less like a belisha beacon, so that people are able to seek out the best-equipped staff in the first place, as far as possible.

It's been no different at times with cleaners, where it's quite often the case that people have bad experiences, to the extent that (incredibly) some people feel the need to put complaints in. Again, an element of expectation management, which I believe elements of the industry have done by implementing specific cleaner uniforms.

 

[Ken H]

One thing about workwear is it needs to be easily machine washable and preferably doesnt need ironing. And there needs to be a plan for when its past its best and needs replacing. Any garment can only be washed a certain number of times before they fade, shrink or stretch, so that should be a factor when selecting the fabric.
Different people react to heat/cold in different ways. I hate being too hot so I wear cotton shirts most of the time, and put a fleece on if its cold. But Mrs K goes round in much thicker clothing, even in the summer. So maybe a choice of a polo shirt OR a cotton shirt should be available.
Lastly, what about rainwear? What is suitable? A guard does not want to work a train in a waterproof, but they have to go outside at stations - so what if its raining hard? Difficult one.

 

[Stigy]

I’m not a fan of SWR’s uniform, especially the jumpers. The colour combination is a bit garish in my opinion. I like GWR’s in terms of look and practicality (the green is subtle and all the uniform items seem to blend in well).

 

[Neptune]

I detect an obvious undercurrent of resentment towards drivers here. Most drivers don’t answer questions simply because they often don’t know the answer, and because time is often very limited. Nothing to do with it being “beneath them”.

Absolutely no resentment whatsoever. Just an observation from nearly 30 years in the industry and yes, I have had drivers tell me that customer service is beneath them.

 

[island]

A small detail, but at Leicester station I noticed EMR's signage explained that safety-critical staff in orange hi vis might need to prioritise operational matters over helping customers, and to approach a customer-service staff member in a yellow hi vis instead where this arose.

It was worded considerably better than what I have just written too

 

[LowLevel]

A small detail, but at Leicester station I noticed EMR's signage explained that safety-critical staff in orange hi vis might need to prioritise operational matters over helping customers, and to approach a customer-service staff member in a yellow hi vis instead where this arose.

It was worded considerably better than what I have just written too

The theory is dispatch staff wear orange vests, customer service staff wear yellow ones and traincrew wear none at at all where possible, thus hopefully drawing people to the best available person to answer their questions, rather than intercepting a driver/guard, fitter or the person filling up the vending machines.

 

[12guard4]

The West Mids Purple/Orange/Blue/Black/another shade of blue is the hsnds down winner for worst colour combination.

 

[Recessio]

Shorts on Northern were a temporary dispensation in 2018 in response to the hot weather. Give some people an inch though...

You know what Northeners are like with shorts...

 

[185]

The shade of blue especially is a bit say CBeebies ...

Their entire corporate image seems to have been designed by someone with the mind of a child. Northern uniform is comfortable but just cheap and scruffy. Whilst suitable for drivers, I'd expect those primarily facing customers to have a choice to either wear that, or something smarter, perhaps shirt and tie, maybe a suitjacket or waistcoat - ie at least allow staff to choose by issuing both.

 

[GN Boy]

I quite like our GTR uniform. Pretty basic, being grey and black, but functional and comfortable.

 

[bearhugger]

This only really works if you know the colour code or specific uniform differences. I walk through stations all the time and people ask me random train questions. I'm in uniform but I have zero clue about stations and trains. especially on other TOCs.



But emergency staff are very easy to identify. I can clearly see the difference between a Copper and a Fireman. Other incident staff are often clearly identified because they are wearing high vis and typically high vis with their roles (TOLO etc) clearly identified.

TOC uniform identifies staff but generally that's all the public care about.

Many people just see a 'uniform' and don't really think or care what they actually do. I've been stopped many times in the bus station and asked about times & services, been asked about carpark machines in Sainbury's and even mistaken for a traffic warden - all while wearing fully logo'd up Royal Mail uniform. I've even been asked if i'm a plain clothes security guard before while I've been waiting for people in shops.
And to get back on topic I think the Northern uniform just looks cheap. LNER / old Virgin uniform looked about right to me.

 

[centro-323]

Just wait until you all see the full Lumo uniform. The wibblers will absolutely lose it

 

[py_megapixel]

Just wait until you all see the full Lumo uniform. The wibblers will absolutely lose it

We don't have to wait, thanks to the Belfast Telegraph.

Derry workwear firm Hunter Apparel Solutions wins six-figure deal to make clothing for staff on new electric train service

A Londonderry workwear manufacturer has won a six-figure deal to make clothing for staff on a new fully electric train service between London and Edinburgh.

www.belfasttelegraph.co.uk

 

[HSP 2]

The blue looks good but the over the shoulder bits? Is that a zip on the shirt that the lady dummy is wearing?

 

[centro-323]

No zip, just a blue line up the middle. Quite like the collarless look myself

 

[AlastairFraser]

We don't have to wait, thanks to the Belfast Telegraph.

Derry workwear firm Hunter Apparel Solutions wins six-figure deal to make clothing for staff on new electric train service

A Londonderry workwear manufacturer has won a six-figure deal to make clothing for staff on a new fully electric train service between London and Edinburgh.

www.belfasttelegraph.co.uk

It looks smart and practical. Well done to Lumo for designing such a uniform.

 

[317666]

I think Westbahn in Austria is a contender for the worst. Jeans are a step too far in my book, and the hat is straight out of Thunderbirds!

 

[Bletchleyite]

It looks smart and practical. Well done to Lumo for designing such a uniform.

It looks out of a cheap scifi. Truly awful.

 

[pitdiver]

One of the previous versions of the LUL uniform had a roundel in the middle of the back that actually looked more like a target than the roundel. Staff always maintained it was so management would know where to stab you in the back.

 

[John Bishop]

I know many drivers who have a superiority complex and believe that customer service is beneath them. If you work for the company, you work for the company and regardless of grade you are an ambassador for that company.

For the avoidance of doubt, I’m not stating I have a problem dealing with passengers, I will always help when I can. I was replying to the view that Drivers weren’t customer facing to which I disagree.

== Doublepost prevention - post automatically merged: 20 Oct 2021 ==

Scotrail has just gone through a consultation/ uniform trial and looks like it’s polo shirts, cargo trousers and shorts as an option for the future. Personally I find the current uniform smart and reasonably comfortable but certainly polo shirts and shorts will be a God send for those hot summer days!

 

[johntea]

Just me that doesn't find the Northern 'uniform' that bad then!

Seems perfectly functional with a number of options available to suit all weather conditions

On a Intercity service I've probably paid slightly more for a ticket, perhaps even First Class, so can see the argument for a slightly more polished uniform there but on Northern I'm probably just shuttling from home to work or a short trip somewhere so my expectations are slightly lower!

I do hate how it looks like the contracted RPI staff have just knocked off from a shift at the local building site however!

 

[Bletchleyite]

I do hate how it looks like the contracted RPI staff have just knocked off from a shift at the local building site however!

They probably have. Using contract security staff for what is quite a sensitive role is beyond inappropriate.

 

[Metal_gee_man]

All I know is drivers get away with a lot more than conductors/guards/OBMs I saw a TL driver on the the Rainham route driving round with his NYC Snapback hat on and a polo that certainly didn't look like uniform, because they aren't customer facing some drivers do push the boundaries

 

[njr001]

Saw some female staff at Paddington about two months ago wearing tweed jackets and herringbone cropped trousers and Chelsea boots, looked very smart but not sure you would call it a uniform!
I do miss Donald the Station Master at Marylebone resplendent in his long maroon greatcoat and cap.

 

[paulmch]

I was waiting for someone to mention XC

I’m wearing mine just now (all just freshly washed and ironed I’ll have you know lol) and about to head on out of the house for the day - again a biased opinion but I do like our uniform.

Me too - I think we look quite smart, certainly compared to the polo shirts of some other operators!

 

[greyman42]

Saw some female staff at Paddington about two months ago wearing tweed jackets and herringbone cropped trousers and Chelsea boots, looked very smart but not sure you would call it a uniform!

And certainly not cheap!