We love it when our staff go the extra mile for a customer. ‘Mr. Lancaster’ – not his real name, he just commuted to work in Lancaster every day – was one of our most regular passengers. Brenda Bellas and the retail team at Carlisle came to know him quite well over the years, and when they heard that he was retiring from his job, they started plotting something extra special to mark the occasion. On his very last commute, Brenda and the team presented Mr. Lancaster with a bottle of champagne, and a card signed by everyone who had served him over the years. He was all smiles – although whether that was due to the champagne, or the retiring, we may never know.
We love a birthday party. But when a customer is celebrating her 106th, all the stops have to come out. Our team at London Euston heard that Irene, one of our most popular passengers, was about to hit the big 106, they decided to throw her a party. Irene is known for being rather chatty, so on her birthday she was greeted by her favourite staff members and taken to the First Class Lounge for some pampering. Then, while she got the First Class treatment, our staff members Heather, Olive, Joyce and Katherine ran to the train and decked out Irene’s carriage with a birthday cake, a poster (with her face on it), and even a staff member’s daughter playing violin to serenade her as she boarded. A couple of rounds of happy birthday later, Irene was very happy indeed. So happy that she came back a couple of weeks later with thank you gifts for everyone involved.
Is there anything better than a good mystery? This particular case involved a schoolbag full of GCSE textbooks being left aboard a train. As far as excuses go, it’s not quite ‘the dog ate my homework’, but it’s close. Harriet, a member of staff, could have just handed in the bag to lost property. But instead, she imagined what a nightmare losing all of your GCSE work must be, and put on her detective hat. Unfortunately, there weren’t too many clues in the bag, so Harriet followed her detective’s instinct and took a look at the textbooks. She discovered the name of the student’s school, and then gave them a call. Then, with a little help from teachers, she tracked down the lucky student, and reunited them with their work. Case closed!