It's fascinating to see how a Tube train journey could add value to us, beyond the fact that it takes us to places. By just observing the tube train commuters and the way the system operates, we can pick up some quick bite of soft skills and ways of working to straight away implement them at work. Sounds simple? Indeed and here is how.
When you enter into any tube station, the first thing you will see is a dashboard that gives a status of all the lines, if its a good service, suspended, delayed. Immediately sets (or resets) the expectation of the customer from the desired to current status.
Message 1: Give the big picture first, followed by details
When there is a gap between the train and platform, there is a constant audio message or a staff announce ‘Mind your gap’ repeating every 10 seconds. This keeps even the regular users be alert and cautious.
Message 2: Over communicate on risks & issues and grab the attention
If there is a seat getting empty in a crowded train and if you want to sit down, better do so and do not look around. By doing so would mean that you don't need it and ready to offer.
Message 3: Be clear on what you want and go for it
At times of Strike or line maintenance, a clear advance notice is provided and alternatives are published to the commuters.
Message 4: If there is a crisis, face it but provide alternatives
Some clever commuters know which coach to board that would help them get down in front of the exit gate at destination station, thus dodging the crowd. Certain commuters know which door will not open at all for next 10 stops, for them to peacefully stand (mostly no sitting though). I do both, not because of cleverness but by just observing some clever people do this.
Message 5: Optimise wherever possible, even if it has a low positive impact and feel free to follow best practices from others
Tube stations are carefully designed to communicate information for Deaf, blind and disabled. Be it, video screens, audio messages, lifts, low placed switches.
Message 6: Understand your customers, and map the solution
You would have boarded a fast train, but unfortunately the train in front of yours is slow for some reasons. Now, there is no choice.
Message 7: Understand and accept the reality to avoid stress
I have seen the drivers and ground staff calling out ‘Apologies’ messages for a delay or poor service. It's understood that the fault is in the system or users however it demands a sympathy for impacted customers through apology.
Message 8: Don't hesitate to apologise for your team’s mistake
Every large underground stations has a corner or a podium for street musicians who keep the tunnels live and vibrant.
Message 9: Stay engaged with your customers and keep their mood positive
You would have seen how men help families with baby strollers to take them up or down the stairs. Some drivers are kind enough to announce and hint the customers to board the train in next track to go faster.
Message 10: Love your team and ready to offer help on need
And the list goes on....
It is beyond a doubt that all our knowledge begins with experience, keeping senses open to learn is the key.