A positive Northern staff story

[northwichcat]

Considering there's been so many reports and claims of poorly trained Northern staff recently this story makes a refreshing change.

This year, there were five individuals nominated for an Oustanding Personal Contribution award that did truly something exceptional, either by saving a life or preventing a serious incident on the railway. The judges felt that to properly recognise this would take a special award to honour those that have gone above and beyond in their everyday duties to change someone’s life.


Northern’s Anne Mason went above and beyond in her role as Retail Sales Assistant at Bredbury Station to ensure the safety of a teenage customer on 16 March 2017.

The arrival of the 14-year-old at 0630, carrying a bag and requesting a one-way ticket immediately rang alarm bells with Anne. She decided to engage the teenager in conversation in order to discover his intentions but without scaring him away.

He soon revealed his plans: that he was running away from home and that he was going to meet someone that he’d been communicating with on an internet chatroom. Anne managed to persuade the boy that he had two choices: either Anne could call the police or she could call his parents. The boy accepted the latter option and was soon collected by his parents.

Luckily, the boy had been in contact with another teenager rather than something more sinister. However, the boy’s father later said, “Had it not been for Anne’s swift actions who knows what might have happened, especially if my son had boarded that train and reached his destination.

“We are often quick to contact an organisation to express our disappointment if a service or product is not to our satisfaction. However, equally we can often be just as guilty of not highlighting exemplary service when it happens.”

http://www.railmagazine.com/news/ne...ail-sales-assistant-bredbury-station-northern

 

[Blindtraveler]

I must say in general Northern score generally well for me in terms of great staff and whilst theres horror storys on here and ones iv experienced myself I generally love traveling with them so good to read it is not just me that thinks this.

 

[61653 HTAFC]

I must say in general Northern score generally well for me in terms of great staff and whilst theres horror storys on here and ones iv experienced myself I generally love traveling with them so good to read it is not just me that thinks this.

Agree 100% with this. A lot of moans about Northern turn out to be moans at unscrupulous subcontractors (the ticket checkers at Piccadilly for example) rather than actual Northern staff who are among the best on the railway. A shame that government and management are conspiring to get rid of many of them... :roll:

 

[Tim R-T-C]

I think if nothing else, this proves that behind every company and its positives or failings, there are human beings and some people will go above and beyond no matter what their training or job role is.

 

[47802]

I must say in general Northern score generally well for me in terms of great staff and whilst theres horror storys on here and ones iv experienced myself I generally love traveling with them so good to read it is not just me that thinks this.

I find good and bad, aside the obvious eg Blackpool North and some of the Bouncers that act as so called Ticket Inspectors.

 

[Antman]

Agree 100% with this. A lot of moans about Northern turn out to be moans at unscrupulous subcontractors (the ticket Gestapo at Piccadilly for example) rather than actual Northern staff who are among the best on the railway. A shame that government and management are conspiring to get rid of many of them... :roll:

Although Northern are answerable for the actions of these sub contractors.

I only use their services occasionally as I live the other end of the country but I've never had a problem with any of their staff.

 

[DarloRich]

that is good news - well done

 

[61653 HTAFC]

Although Northern are answerable for the actions of these sub contractors.

I only use their services occasionally as I live the other end of the country but I've never had a problem with any of their staff.

That's true... but again, the use of subcontractors is geared towards cutting costs- the problem with this approach is that everything comes down to money. Even if you genuinely believe that the private sector is inherently more efficient and effective, I fail to see the logic in using a different organisation to perform front-line duties and represent your business. It can only be to get those staffing costs off the TOC's balance sheet. It's a trick, essentially.

I've seen it in other industries too. The switchboard at Asda's head office in Leeds is run by a subcontractor (City Facilities Management). This is often the first human a person will talk to upon phoning Asda House, and almost entirely staffed by agency workers on temporary hires. The staff turn up and are given 5 minutes training and shown where the fire-exits are, then sat down at a desk with a phone with extra buttons. They're then expected to know exactly where each and every call needs to be directed. Inevitably they last about 10 days before they're rejected (via the agency, not face-to-face) and the cycle starts again.

 

[ashworth]

For many years now I've stayed with friends near Blackpool each year and made use of a 7 Day NW Rover. I have always found the Northern staff, throughout the NW and Yorkshire fantastically friendly and helpful and many seem to smile and make me welcome as a user of a 7 Day Rover.

As others have said the only rude and unfriendly staff I have met are some of those at the barriers at Blackpool North, but please don't think all the Blackpool staff are like that as those in the ticket office are very friendly and helpful. However, after about 15 years of using this ticket, I'm discovering that there are now even a few friendly staff at the Blackpool North barriers, although some of the rude longstanding staff are unfortunately still there. Perhaps as they reach retirement age and are replaced the reputation of Blackpool North staff will greatly improve.

 

[RJ21]

It's really good to know there are human beings out there, and only one station from home.

 

[Blindtraveler]

I am continually amazed at how some stations, Blackpool North being a shiningly bad example continue to get away with the service levels offered by the majority of the gateline team which are well documented both on here and encountered by the All The Stations pare in the summer. How these people can be vaguely good value for money, subcontract or otherwise with the reputational dammage they cause in a very much visiter focused and generally customer friendly resort town. Its even more hilarious when not 20 feat away is 1 of the Northwest's best (non Virgin) Booking Offices IMO staffed by Northern employees, the same great service and I must say a sense of fun carrying on through the train crew depot, many of who appreciate that people come to this town to party and are always keen to have a laugh with the passengers.

The dose of the sulks and sometimes heavy handed tactics at Leeds and Manchester also reflect badly and are again in my experience a huge contrast to the on train staff passing through these hubs.

 

[61653 HTAFC]

I am continually amazed at how some stations, Blackpool North being a shiningly bad example continue to get away with the service levels offered by the majority of the gateline team which are well documented both on here and encountered by the All The Stations pare in the summer. How these people can be vaguely good value for money, subcontract or otherwise with the reputational dammage they cause in a very much visiter focused and generally customer friendly resort town. Its even more hilarious when not 20 feat away is 1 of the Northwest's best (non Virgin) Booking Offices IMO staffed by Northern employees, the same great service and I must say a sense of fun carrying on through the train crew depot, many of who appreciate that people come to this town to party and are always keen to have a laugh with the passengers.

The dose of the sulks and sometimes heavy handed tactics at Leeds and Manchester also reflect badly and are again in my experience a huge contrast to the on train staff passing through these hubs.

Indeed. Today I've encountered staff from Northern at both Piccadilly and Liverpool Lime Street, along with Merseyrail staff too. The difference in attitude, politeness and general demeanour between the two cities could not be more stark!

Then again, the same applies to the general population of the two metropoli too!

 

[northwichcat]

I find good and bad, aside the obvious eg Blackpool North and some of the Bouncers that act as so called Ticket Inspectors.

Apparently the Blackpool barrier staff are there to 'help' the holiday goers:
https://twitter.com/northernassist/status/913720003190509568

 

[61653 HTAFC]

Indeed. Today I've encountered staff from Northern at both Piccadilly and Liverpool Lime Street, along with Merseyrail staff too. The difference in attitude, politeness and general demeanour between the two cities could not be more stark!

Then again, the same applies to the general population of the two metropoli too!

Just realised I've not actually said which city was which there... I'll get splinters in my backside if I sit on the fence like that too much!

Can anyone guess which one was friendly, I wonder... ?

It was of course the one with a waterfront!

 

[RJ21]

You're from Yorkshire so surely it can't be either, they were both formerly part of Lancashire.

(*ducks for cover*)

 

[trainophile]

Well the Liverpool TM on my Virgin train back to Lime Street from Euston yesterday was an absolute star, as are most of the Merseyrail guards, so I'd say no contest.

 

[61653 HTAFC]

You're from Yorkshire so surely it can't be either, they were both formerly part of Lancashire.

(*ducks for cover*)

Us Tykes are far better at fighting amongst ourselves than straying over the hills to fight our neighbours!

Surely someone has spotted the hidden part of my previous post?

 

[RJ21]

It's always going to be Liverpool, never had any problems there, great for a laugh as well even if over absolutely nothing

 

[Blindtraveler]

Are the barrier squad at Liverpool subcontractors also or Northern staff?

Just wondering as like others here Iv found them nothing but fantastic and if they are agency can only assume they went to a different branch of the (hypothetical and entirely in my head) school for thugs/bouncers/sulks/bad manners/crap service than some others mentioned.

 

[High Dyke]

Apparently the Blackpool barrier staff are there to 'help' the holiday goers:
https://twitter.com/northernassist/status/913720003190509568

Oh that must include escorting passengers off the platform that have just alighted from a train and are texting someone... Apparently if I wished to stay on the platform at Blackpool Nth I needed to sign in. This happened to me on Wednesday. Needless to say I used the term 'jobsworth' and took my time in walking down the platform to the gateline.

However that is just one person. As many have said there are plenty of good staff out there; indeed the OP posting shows that. So it isn't all bad.

 

[Red Dragon]

Oh that must include escorting passengers off the platform that have just alighted from a train and are texting someone... Apparently if I wished to stay on the platform at Blackpool Nth I needed to sign in. This happened to me on Wednesday. Needless to say I used the term 'jobsworth' and took my time in walking down the platform to the gateline.
.

I had a similar experience at Blackpool North when we arrived for what was going to be a pleasant day out.

Jobsworth, officious and extremely unhelpful - by far the worst member of staff I have encountered anywhere on the UK network in the past 10 years.:roll: