RedGage

Does the Managing Director of East Midlands Pains have any idea about the level of service his customers experience on a daily basis.

My latest two journeys were classics that should have a chapter dedicated to them in every text book of Service Marketing. On the first journey I sat on a seat that I presumed was unreserved. This was confirmed by the conductress who explained to the carriage that due to the fact there were no reservation slips in the seat locator, the reservations did not apply, and surprisingly to me she went on to say "they are complimentary anyway".


Half an hour into my journey my reading was interrupted by a man demanding that I move because I was in his seat. (Why can't people ask if you have a reservation in a none threatening and bombastic way?)I explained that I believed that reservations didn't apply on the journey and that I would be happy to move if he clarified the situation with the conductress. Thankfully he did.

Now, this situation was neither his making or mine and yet both our experiences were not pleasant. He was frustrated because he expected a seat , I was upset because he interfered with my peace and put me in a confrontational situation.

The following day I made the same journey. Again no reservation enotices on the seats. This time I was 'on edge' because a fellow passenger came up and told another passenger to move because they had a reservation.

So, I asked the conductress (a different lady with deplorable interpersonal skills)if reservations applied because I had been led to believe that this was the case when reservation slips weren't placed yesterday. This conductress looked at me blankly and said "I don't know I wasn't there yesterday"

Staggered at the fact she had completely misunderstood my question I asked again if reservations applied when no slips were in the seats. She walked off saying it was 'unlikely to be a problem'

Why should I undertake a journey with such ambiguity and stress? Why should I be placed in confrontational situations with other passengers. Why don't East Midlands Trains clearly explain that when reservation slips are not on he seats the reservation doesn't apply? Why don't they tell passengers clearly up front that their reservations might not apply and in what circumstances.Why isn't this information made as clear as their emergency notices and their cheap fare adverts?

The Managing Director of East Midlands Trains needs to get his act together, develop his staff, reflect on his value proposition, and manage the promises his brand makes.

Instead of twee slogans about People Places and Possibilities he should pay more attention to the reality of his service - Piss Poor Performance