Rail Tracks

Rail Unions

Posted on by The Grumpy one

Before I start talking about Rail Unions, I would like to make it clear that I am not against unions as such.

The concept of a union is great. Throughout our working lives, we all need support at some time or other. Having someone there to support help and represent you is without doubt a good thing.

Having said that, there are also bad sides to our unions.

I really do not understand why the unions deem it necessary to link to a political party nor why they think that strike action is a suitable action.

So why do I rant about this now?

The answer is simple. I have been affected by a strike. Yes, in the middle of a pandemic the RMT union has called a strike. Of all the things a staycation might be impacted by in the current climate, this is not one I expected.

I have had to make alternative arrangements at an additional cost to myself. If this was due to the pandemic I would have accepted. To say I am livid about this would be an understatement.

Strike action

It may be an unpopular view in some quarters, but I believe strike action is disruptive, counterproductive and childish!

Disruptive

A strike disrupts the lives of the people who pay the wages of the staff and funds the union – the customers. Why would anyone think that this might be a good idea? Personally, I go out of my way to look after my customers. After all, they provide my livelihood.

Counterproductive

Whatever the grievance maybe, I don’t believe losing money, continuity of pension payments and all the associated hardships that it would bring to the staff and families can be justified. Not only this, but it alienates people who may otherwise support them.

Childish

Do you remember when you were a kid? Perhaps playing a board game with the parents. When you were not winning or getting your own way you would have a tantrum. Throw the board in the air and say, “I’m not playing anymore”. 

There are distinct similarities between a child losing a game and strike action. i.e. lets have a strop and not play anymore!

Professional

As professional adults, in a safety critical role, surely a childish attitude is not normal. For me, this is an internal discussion between employer and employee. Anyone who has been in work for a number of years will no doubt have had disagreements with their seniors. The question of it is appropriate to air your grievances in front of both your customers and the public does not seem a professional way of proceeding. Most assuredly it is not something I would contemplate.

Talk

The best way to resolve the issue is to talk it through sensibly and find the middle ground. Threatening to eject you toys from the pram and storming out does no one any good.

I am sure the union leaders would say they have tried to talk. Compromise has been attempted. However, I believe that ultimately they are failed politicians and want to try and play in that arena. The staff just become a pawn in their attempt to make a political point.

Plea

My plea to the unions and their members. Don’t take strike action. No one gains. If you win some benefit, you do so at what cost? Please resolve your difference in an adult and discrete way. I don’t want to know you troubles, I have enough of my own and you are only adding to them.

You have a great opportunity and responsibility as a union to help and support your members. But do it in a positive and constructive way. You are not politicians. 

Rail Unions – Grow up.

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CustomerServiceRevisited

Customer Service Revisited

Posted on by The Grumpy one

Earlier this year, I wrote a blog post that talked about Customer Service. It is now time to cover this once more – Customer service revisited.

In the first article, I asked the simple question, should getting good customer service be a battle?

The obvious answer, is “No, it should not be a battle”. I whole heartedly agree with such an answer.

Some companies have it right but it goes without saying that many companies get it wrong.

I like to think that I am fair and balanced when it comes to recognising and commenting and such things. 

In the last week, I have witnessed the rather excellent, and the downright ugly. I will discuss both.

It should be noted, that both these interactions with customer services took place over the increasingly popular online chat. I actually don’t mind these as they do offer convenience. Sure, you don’t get the human interaction, the body language or the tome of voice, but it can be rather convenient

The Good

I would first like to discuss the good.

The company concerned is an internet service provider. In-fact, they host some of my web sites.

I have had cause to contact them twice in the last week. In the first instance I raised a case online as I had some queries which were not particularly urgent. The second contact was via the online chat as I was having technical difficulties that I needed help on.

In both instances, I got very prompt responses. The raised case was answered in about 15 minutes. Via online chat the technician was instantly available and stayed with me until the problem was resolved. I could absolutely ask for nothing more.

In both cases the representatives were friendly, courteous, helpful and went over an above to help out. Fantastic.

The bad and the ugly

The UK’s mobile telephone companies are not known for their high quality customer service. Researching on the internet it is usually scored low. That may be unfair in some cases, however it does tally with most experiences that I have had.

The issue I encountered was one of a service that I had taken out was not up to the expectations that had been set, rightly or wrongly in my mind by their representatives.

When I contacted them regarding the subject, I was instantly made aware that this was not going to be a good experience and indeed it wasn’t, or should I say still isn’t!

Wrong attitude

The attitude of the representative(s) was instantly aggressive. Immediately, they were checking logs of conversation’s and chats that had happened. This instantly tells me that they are not interested in helping, nor are they interested in listening. All they were bothered about was protecting themselves and their interests. This is know as an ‘Inside out’ company. I.e. one that exists to serve its own purposes not to serve the customers.

The conversation continued and because they found no log of the conversation that set my expectations they effectively accused me of lying! Whilst they never used the words, the insinuation was there.

However, I persisted, never losing my calm or being abusive, I just wanted them to take ownership of the issue. The first agent hung up on me. Without delay, I instantly reconnected and the second agent hung up on me after telling me I needed to phone another department in the morning.

It was only on my 3rd attempt that I got a manager who did take a level of ownership and logged the complaint.

Two very very different experiences.

Why?

What causes me much puzzlement is why. Why would a company be aggressive and defensive and the other extremely helpful.

I really wish I knew the answer to that question.

A key differentiator

I often shop and give business to those companies that excel at customer service. It is important to me. So very important. I guess I just want an easy life!

Who would you choose?

So which company will I recommend? Which company would I actively tell people to avoid?

I think the answer to that question is obvious. Not only that, but I now want to quit the company with poor service. So not only will I warn people against them, they will be losing my business.

Advertising

Word of mouth recommendation is one of the most powerful promoters or detractors. For those that get the service right it is a massively positive effect. The converse is unfortunately true.

It comes from the top

I do not blame the staff on the front line, the execs and so called customer service experts that set the standards, process and procedures are to blame. I am sure those people working for the bad company would help me if they could.

To all my listeners, I would repeat what I said earlier in the year. Stand up for yourself. Do not be wronged or tolerate poor service. Equally, celebrate the good.

Vote with your money and your opinion.

Stand up for good

Perhaps if more people take a stand against the poor service, those companies will be hit where it hurts – in their wallet and will do something about it.

It should not be a battle. Customer service should be easy. Seamless. Those companies are out there. Please support them.

 

Thank you for reading ‘Customer Service Revisited’.

Reference

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TheGreatBriishMedia

The Great British Press

Posted on by The Grumpy one

I have often discussed the topic of the great British press with my friends. As a result, and to follow on from my previous blog about having too much news, I am going to discuss the press and media.

Not only the British press, but the speculation, guessing, rumours, and sensationalism that goes with it.

22nd September 2020

The date is Tuesday 22nd September 2020. This day provides us with a great example of what is wrong with the system right now.

The day started with few facts. People started the day knowing that their was a cabinet meeting of the government.  Also known was  that a statement would be made to the commons by the Prime Minister about Coronavirus.

Discussing no news

Cue, rumour, speculation, sensationalism, expert opinion. In other words, ZERO news.

There was only one fact that seemed to have been leaked and that related to the pubs having to close at 10 PM.

Speculation and Rumour

The TV and radio managed to fill hour after of hour of expert analysis on nothing. Spreading rumours of lockdown, travel bans, circuit breaks. All of which were pure conjecture.

Work on facts

I have learnt through my profession, that the best decisions are based on facts. With facts, I can make logical decisions. To go on a staycation or not to go on staycation. To work in the office or from home. Do I order shopping for delivery or to go to the supermarket.

Is it good for us?

Why oh why, do we tolerate hours and hours of experts and journalists guessing the future? Is this productive? Can we consider this useful or helpful? I think not.

Indeed, I would suggest the opposite. The actions of the journalists has a negative affect on people. It adds stress. Uncertainty and confusion rules. As well as this, it confuses the message and news when it does actually arrive.

It is my belief that this is not only unhelpful, but dangerous. Everyone is calling for clarity of message, yet the journalists are confusing it.

Report News rather than speculation

I fully respect and certainly welcome a free press. If done properly, they are a valuable part of society. I even enjoy the analysis and commentary that they provide on facts that they know.

My plea to the journalists is report facts. Analyse facts. Provide your thoughts on the facts. But please, stop muddying the waters. Stop causing confusion. Right now, we need clarity of message. The responsibility of distributing that message lays firmly with the journalist, newspapers, radio and TV. It is a big responsibility. The population needs them to pass the messages and facts accurately.

We need The Great British Press to behave responsibly.

Reference

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Travel during Pandemic

Foreign Travel in a Pandemic

Posted on by The Grumpy one

I recently read a comment on Facebook than anyone making foreign travel in a pandemic was a, well let’s just say the language was colourful.

As I sit by a sunny poolside, gathering my thoughts, I consider if this person was talking about me. (The comments were not aimed at me on Facebook).

Could I be the person they so colourfully described? Am I being selfish and putting the country at risk?

The answer is not as simple and as straightforward as this person suggests in their post. Indeed, it is far from it.

Simplistic Approach

I have to say, that there are some attractions to such a simplistic approach to life. i.e. If I don’t agree with a persons actions then I can be abusive towards them. Simple is it not?

I could ignore the fact that I don’t understand the full thought process of the person I am abusing. Perhaps jumping to my conclusion without knowing the full facts is a good idea? I don’t have to put forward a salient argument to support my opinion, I can just insult.

Not everything is as it seems

But on the other hand, that’s just not me. Whilst it is true that I often don’t agree with the things people do or say, is it really my place to make an opinion so vocal that I resort to abuse? Indeed, is there ever a place for abuse?

To the original question….

To the original point they raised (not directly to me) about if it is wise to travel to foreign countries during a pandemic.

There are two big topics that this question raises.

Safety = common sense

The first is of safety and infection. Safety is first and foremost a question of common sense. A question of taking precautions and following the guidance. If you keep your distance whenever possible, wear a mask when asked to do so, wash hands etc, then the risk is heavily reduced.

Common sense – not very common

Unfortunately, common sense isn’t very common and I see so many people not following basic procedures. Perhaps they consider themselves invincible. Do they care?

The human constraints

The second consideration, is very much more complex. It deals with how the human race has developed and how we manage our lives.

We have developed a way of living that means livelihoods, health and wellbeing, and the quality of our life depends on money.

Money does not grow on trees

It can surely not have escaped anyone’s attention, the interventions the governments around the world have had to make to support their economies and therefore peoples welfare.

Such interventions can not last for long. Despite the opinions of many, money does not grow on trees. We have to abide by the constraints that the human race has placed upon itself.

So how does this affect holiday decisions?

So, I hear you say, how does that affect the question of holidays in a pandemic. The answer is simple. Tourism, hospitality and travel make up an enormous segment of our economy. It supports thousands of jobs in the UK and more beyond. Some countries economies will fail if this sector stutters.

Should I stay or should I go?

So to the original question, should we travel in a pandemic? My answer is yes, if the risks are low.

A game of Risk

Ultimately our climb out of the pandemic is a risk management game (although it is far from a game).

If we want to return to our normal lives, with jobs and income intact, with the same quality of life as before, we must most certainly take risks. Not any risk, but sensible and calculated risks.

Risk Management

As an individual, I am so very very risk averse. I go out of my way to avoid risks. But even I acknowledge that risks are a way of life. It is how we control the risk that is the key, how we get it to an acceptable level.

So yes, I will take a foreign holiday if I believe I can safely do so. I will be sensible and take the normal precautions and I will support the rebuilding of what we know as normal. Yes there are risks, both with health (not just mine) and finance. But these risks can be managed.

Back to the abuse

So to those who resort to foul and insulting language, please think upon what I have said.

The decisions about activity should not be taken lightly. The risks should always be assessed. But that is surely no different to anything?

Different people will come to different conclusions depending on the scope of their assessment and their risk profile.

You don’t need to agree with it. You don’t even need to like it. But please be respectful and if you should feel a challenge is needed, be polite and constructive to whoever you are challenging and be open new ideas and information and to changing your mind if appropriate.

Remember, Stay Safe if you decide you can take foreign travel in a pandemic.

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Face Mask in hand

The mind behind the mask

Posted on by The Grumpy one

Right now, face masks are very much in the news. However, I am more concerned with the mind behind the mask (or lack thereof).

I don’t believe that anyone likes wearing these masks. However, for the common good of everyone, the law demands that we wear them in certain circumstances.

Purpose

It is perhaps a good time to understand the theory behind the rules and who they protect.

The mask is intended to stop the wearer infecting those around them by limiting the distance that water droplets from the person can travel. In other words, we are protecting those around us.

What does this say about the non-wearers?

When I consider this question, I arrive at two different answers.

The first is that these people do not understand the purpose of the mask and think that the risk of not wearing one is there’s. Perhaps they think they won’t get it.

The second is that these people just don’t care about others and have no morals.

Why?

This is such a massive question. Why do people think the rules don’t apply to them? What makes people think they can use the health loopholes without the actual ailment?

I am no psychologist so I just cannot answer that question. However, the question is largely irrelevant. Indeed, it should be replaced with the question; why can’t they obey the law?

I really do not know that answer to this question either. I can only suggest that they are either stupid, selfish or ignorant. Perhaps even all 3!

Sad

I think it is really sad and worrying that these people are out there. Right now, we need everyone to obey the rules. It matters not to me if you agree or like the rules or not. Rules are rules.

If we as a country are to get this virus under control, we must all obey the rules. Indeed the law.

Wearing a mask is a simple thing to do. Not massively pleasant, but simple non the less.

For those people who think they don’t need to wear them, I say, “Grow up. Play your part. Don’t be ignorant”

Be the good mind behind the mask!

References

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Stupidity

Do I have it wrong?

Posted on by The Grumpy one

As a country, the United Kingdom has been in lock down for several weeks. The rules that we are operating under are simple, or so I thought. Seeing some people, I have to ask, Do I have it wrong?

I am very fortunate as I have a nature reserve on my doorstep. I am able to undertake my 1 hour of exercise alone, with social distancing very much in mind. I understand that many people do not have such a wondrous resource to use on their doorsteps. As such I note that for some, it is less pleasant. However, this is no excuse for stupidity, ignorance and arrogance.

They say you can’t teach stupid. It seems you cannot quarantine it either.

In Nottingham, it is believed that cycle activity was up over 300% during the last weekend over normal levels. In essence this is good news; people are exercising. However, I have witnessed groups of 5 – 20 cyclists out together. Clearly they don’t all live together, so it is against the rules. Do I have it wrong?

I have witnessed groups of mums out walking together with their kids. I find it hard to believe that they all live in the same house. It is a group of more than 2. Not only this, but judging by the car keys they were carrying, they had clearly driven to meet up. Do I have it wrong?

On my way home from the hospital earlier in the week, I felt so tired that I used the bus rather than walk. I was the only passenger on the bus at first. Another traveller boarded and sat on the seat behind forcing me to move. Is this social distancing or common sense? Do I have it wrong?

The rules are really simple

The rules are really simple. The vast majority of the population is doing an amazing job of staying in and being sensible. To all of those people, I thank you.

For those cockwombles that think they know better. Believe the rules don’t apply to them. Perhaps they feel it won’t happen to them. To this people I say don’t be so selfish, arrogant or stupid.

Consequences of stupidity

For those breaking the rules, I have one simple message; Stop!

I care not a jot for you. I do care for the people you may infect. The people in the emergency services and the NHS that put themselves in harms way to look after you and your victims are heroes and they should not be put in more danger than they already are.

When I see your actions, I weep for humanity.

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Virus

Sheep like people

Posted on by The Grumpy one

The Coronavirus is making sheep like people. This is sad but true.

I find it very difficult to understand this behaviour. Even more mysterious is why toilet paper is so very popular!

Panic buying

Despite all the advice presented by both experts and government, people ARE panic buying. Yet all this does is make the problems worse.

Is the reason for this behaviour selfishness, ignorance, insecurity or something else?

Keep it in proportion

For me, the coronavirus is being blown out of proportion. It maybe the sensational journalism or perhaps the simple unknown. Whatever the reason, we need to calm it down. Now is not the time for panic. The time is now right to be sensible and look out for each other.

I truly believe there is sufficient evidence from different countries to suggest no one has died due to lack of food or toilet roles due to this virus! So why is this happening? Why are we not looking out for the high risk people? Have we offered to go shopping for those who may suffer a more serious impact from the illness?

Do the right thing – consider those in the high risk category

I have previously written about volunteering for a registered charity. In this blog, I talked about the fact that this need not be time consuming. Doing shopping for a vulnerable or elderly person whilst doing your own is no great effort. As a result, I believe it would be more beneficial to look out for each other. This would surely be better than being selfish and panic buying for oneself.

In this modern day an age, when we are dealing with a global virus, we need to remember our traditional values. Work as a community. Look after those elderly and at risk neighbours. Be sensible.

Poor behaviour causes others misery

Unfortunately, these caring attitudes are not what the sheep like people do. I do understand that they may think they are doing the right thing. Perhaps looking after their family. As a result of this behaviour, other people suffer.

If you take nothing else away from this blog, please take this one thing. Take away the thought of common sense and community. Doing so will help. Help the community. As a result we will all be better off in so many different ways.

Reference

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Northern Rail

Northern Rail

Posted on by The Grumpy one

I feel totally exasperated by the Northern Rail Debacle.

What has happened to today with the removal of the Northern Rail franchise is astonishing.

I think everyone can accept that there have been problems. Some of these problems will have been of Northern Rails making i.e. the timetable changes. However, what will taking the franchise out of Arriva’s hands actually achieve?

What will change?

We will have the same people driving the trains, the same schedulers planning the timetables. Train Maintenance will continue to be done by the same engineers.

Will the new government led organisation be able to get the new trains any quicker? – I think not.

Unions

I am sure the idiot union leaders are cheering. Why? What have they achieved? The strike action by the unions has not helped. They have caused much misery. Unions have to accept some of the blame for the situation.

Franchising is broken

It is true to say that the current franchising system is broken. This much is undeniable. We only have to look at the East Coast Mainline issues. The East Midlands Railway process was nothing short of a farce.

Nationalisation would be a disaster. Did British Rail not nearly go bankrupt and run the railways into despair? It was only the Intercity 125 that saved them.

Northern Rail is only symptomatic of failings across the industry. An industry that needs to modernise (Yes union leaders, I am looking at you!). The industry needs to work together if it is to work. Northern Rail were the victims as well as the cause for the poor service.

Limbo

We now find ourselves in limbo. A few new managers are not going to fix this. Fact!

We desperately need the report being conducted into the way the railways work to be published. Then we need, as a country, to read it and take action. I am pinning much hope on this report.

HS2 cash

We should cancel HS2 and use that cash to improve the system, especially in the North.

If the Northern powerhouse is a great as they promise, surely connectivity between Northern cities is more important than to London?

As a country, we need to speed up the agenda. Make decisions. Take action. Positive action (Looking at you again unions!)

References

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