Tag Archives: http://www.thetrainline.com/

National Rail – Happy to talk, not so happy to listen

national_rail_logo

I hate this. The Chief Exec of National Rail gets down there with the kids and signs his emails personally. he cares about us customers, and signs it with his first name only. He knows us so well, we’re mates, known each other for years, bezzies even. Thanks Chris, call me John, or Johnny to my friends. He even cares about whether I enjoyed the Royal Wedding.

I know, I’ll tell him I loved it.

Yes Chris, I thought it was great, best of British, just like our rail service.

But do we believe he cares? No, not really. He has sent out the clearest posible signal that he doesn’t want to listen to ANYTHING we have to say. He’s talking at us, not with us. There is no listening involved. He doesn’t care what we say. he’s sent it from a ‘noreply’ email address. I presume this means we can’t reply.

A lovely Personalised email from Chris, our friendly Chief Executive of National Rail
A lovely Personalised email from Chris, our friendly Chief Executive of National Rail

Living proof that he doesn’t care enough to listen to us, but he’s happy to hawk the new services that have been designed with us in mind.

So ask yourself if you should care enough to use his service. Well, probably you should as it’s still better than theTrainline.com. And ask yourself again, whether you ever do this with your own clients.

Don’t.

Updated

National Rail have responded on Twitter almost immediately, which is good and they;ve commented below. Good work team, maybe now change the email send address?

National Rail reply on Twitter
National Rail reply on Twitter

Further update

Okay, National Rail DO listen and they Do care.

Twitter can really have some power if you use it as a listening tool. How good is this?

National Rail - A minor triumph for the little man
National Rail - A minor triumph for the little man