“How can I make your day better?”

Such a simple question, but it has the power to dramatically impact a person.

My son and I were returning home from spending a month in the U.S. In thirty days, we had traversed nearly eight thousand air miles, three thousand road miles and and slept in 13 different places. We had just flown from Chicago to London on an overnight flight. The flight had been blissfully uneventful, clearing immigration's was painless and our bags arrived promptly. The cab ride from Heathrow to Kings Cross train station had taken its usual hour.

We arrived at the train station and hit a snag.  We had left the UK with three checked bags and one roll aboard. We returned with five checked bags and two roll aboard suitcases. Yes, it is a lot of luggage, but it was our reality.   This mountain of luggage was easily manageable in airports because luggage carts are plentiful, and I have a strapping 17-year-old son to push an overloaded cart. My strapping son had not managed to sleep a wink on the flight and was starting to show signs of grumpiness. I offered to stand guard of the bags while he went in search of a luggage cart. He returned after a few minutes and announced, “Train stations don’t have carts; we have to carry it all.” At this point I realized that he had gone from grumpy,  to  “not user friendly” mode and that meant our afternoon was going to feel REALLY long and I hadn’t yet told him that our train didn’t leave for another 4 hours.

I suggested he hang with the bags while I went on a cart recon mission. As I walked away, I heard him grumble “She never believes me…”  I spent over 15 minutes looking for an empty cart, when I did, I realized that it required a one-pound coin to unlock it from the rest of the carts. Having just arrived back in the UK, I didn’t have any coins, and my remaining notes were in my carry-on bag with the kid. I choose to avoid the unfriendly one and find an ATM. After I got cash (notes, bills, etc.), I had to buy a bottle of water so I would receive coins for the bloody cart dispenser. I released the much-needed luggage cart only to discover its wheels were locked from someone attempting to leave the station with it. I then did some deep breathing exercises and went in search of anyone who looked like they might work there. (Around 25,000 people pass through this train station every day. It’s a busy place….) The first person I found couldn’t help me but did point out another person who could. I explained my dilemma; she then had to go find the magic wand that would unlock the cart. She eventually came back with the wand, but also a free-wheeling cart that didn’t require the pound coin I had worked so hard to get. I thanked her profusely and headed back to the surly luggage guard.

Upon my arrival, he grunted and began to load the cart. We wheeled ourselves into the station and Dennis started searching the departure screens for our train.  It was then that I delivered the crushing news that we were booked on the 5:30 pm train which meant we had over three hours to wait.  He was so tired and irritated that he didn’t even speak, he only laid his head down on the luggage and sighed deeply. As I was trying to formulate a pep talk as much for myself as for my son, we were approached by a man who said “How can I make your day better?” I’m sure I delivered a look of utter disbelief, so he introduced himself as a member of the LNER (London North Eastern Railway). He asked to see our tickets and promptly apologized for not being able to get us on an earlier train. When I asked if there was a out of the way play to kill time. He promptly but got us settled in a quite corner of restaurant in the station and promised to be back 30 minutes before our train.

A simple question from a person who genuinely wanted to make a difference in my day was a wonderous gift from the universe. The fabulous man’s name is Simon and as he walked away from us, Dennis said, “He’s my favorite human,” and I seconded the sentiment. Simon popped by to check on us from time to time and came back and escorted us to our train even before the track number was revealed on the departure board. He loaded our bags into the baggage compartment and even sent a message to our final destination asking that someone meet us at the train with a luggage cart. This man is my hero!

After finally arriving home and getting a good night’s sleep, I got curious about our wonderful customer service experience.  Simon is a Customer Experience Host with LNER. The train services in the UK have a history of lack-luster customer service. LNER has decided to change that perception. There is still a traditional “customer service” desk at the station, but the Hosts are out and about, actively looking for passengers who would benefit from assistance. As Simon was assisting us get to the train, I heard him tell a colleague that they needed to get a bouquet of flowers for a passenger in the lounge that was in London to celebrate her 91^st birthday. I nearly hugged him.

Simon was declared"Favorite Human of the Day" by Dennis.

The rail system here in the UK has had a rough few years, decades of delayed maintenance has caught up with them, union strikes have halted rail service many times in past few years. Those sorts of problems don’t have a quick nor easy fix and will persist for years to come. I’m impressed by a business proactively working toward customer satisfaction.

If only more businesses realized the value of keeping customers not just satisfied, but create good will before customers  get in line at the “Customer Service” counter. I applaud LNER for their forward thinking, having experienced a member of their staff going above and beyond for me, I will certainly give them a bit of extra grace if and when my train isn’t running on time.

 I looked up the job listing on the LNER website and loved the first three requirements for the position of Customer Experience Host.

1. Plenty of customer service experience and strong interpersonal skills.

2. A good track record of providing customers with a personalized and memorable service as well as a genuine passion for helping customers.

3. The ability to communicate effectively through the toughest of situations and relish stepping up to the challenge of disruption.

In our four years here, I haven’t seen a single job listing for which I’d consider applying. This one has me tempted!