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.
For a while now, I’ve argued for the need to be more human in your comms.
In the public sector, this is especially important as more than 1,200 services are delivered to people.
What is human comms? You’ll recognise it if you see it. It’s engaging and it connects. Sometimes it delivers a message. Sometimes it just works to show that human beings also work in an organisation, too.
I’ve blogged before about the need to have a mix of content in your social media channels to make them work. If you are 80 per cent human and 20 per cent call to action, that’s fine.
So, an experiment, for 30 days I’ll find a thing a day that looks human.
#1 Dudley Council’s Spoiled tea road sign
This has long been a favourite of mine. More than a decade ago, Dudley Council built a new road around Castle Gate in the town. How could they get motorists to take a different route home? Easy. Talk to them in Black Country.
The sign read:
“If yowm saft enuff ter cum dahn ‘ere agooin wum, yowr tay ull be spile’t.”
After living in the Black Country for almost 20 years I know this translates as:
“If you are silly enough to come down this road you will take so long your tea will be spoiled.”
Class, be more like Dudley Council.