Train stations are emotional places. You say goodbye. You say hello. You lose a shoe getting onboard and get stranded in the rain.
It was raining. How was the poasenger going to reach somewhere where she could get a replacement pair?
Through Twitter, London Euston’s account spotted the problem and offered a solution.
@Accessorize sell shoes at Euston. We can pick you up in one of our assistance buggies and bring you up to save you getting wet. Let us know and I’ll organise. Which coach you in? ^JH pic.twitter.com/cYQXqZyYHj
— London Euston (@NetworkRailEUS) March 15, 2018
An assistance buggy would pick up the passenger at the carriage door on arrival before taking her to a shoe shop. Beautifully simple and entirely human.
A cherry on top of the cake was the human tweet from Birmingham New Street.
Customer service at its best! Great work @NetworkRailEUS
We are proud to call you our sister Station ^EK https://t.co/JRiITfTtQx
— Birmingham New Street (@NetworkRailBHM) March 15, 2018
Thanks Madeleine Sugden for spotting this.
At the Association of Police Communicators event in Grantham I bumped into someone I hadn’t seen for a while After exchanging pleasantries, I asked what was keeping them busy.
A conversation that challenged
“Actually, I’m wondering about taking digital out of communications altogether. Because it should really be in other parts of the business too.”
They then spoke about the £70,000 they’d saved someone else through a digital process.
There’s a good point there. But take digital comms out of comms? It’s good to be challenged.
There’s certainly no point in having a lovely piece of digital communications on a wider process that’s a bit rubbish. Or for comms people to sit in a room and never talk to anyone or be involved with anything.
A paragraph that chimes
Then I read this from the digitally talented Sarah Lay who left her local government job recently.
For you see all communications and communicators should now be digital – they should be equipped with the skills and knowledge to work to the demands of digital, often as the primary channel. But digital is not purely communications – it is also customer service, it is IT and technology, it is behaviour and analytics, it is marketing and product / service development.
It’s that thing again.
Don’t just communicate for the sake of it. Work out why you are communicating then measure it. That way you can look finance in the eye.
Definitely developing new skills.