Virgin Trains’ Train Manager Paddy Fitzsimons has won the 2011 National RailStaff Award for Outstanding Customer Service after he got a customer home for Christmas last year. Paddy also picked up the V Good service award in the annual Virgin Trains’ Feel Good Awards earlier in the year.
Customer Dr Brownell was travelling from Dubai to Ireland in December 2010, when transport across Britain, especially airports, was severely disrupted following heavy snow. Dr Brownell said: “I would like to congratulate Paddy and recognise him as being one in million. On this particular journey I had arrived into London from the Middle East before making my way by train to Holyhead. I came into contact with hundreds of people from airlines, airports, the police, hotels and so on, but for 36 hours no one did or said anything to help me or make me feel secure. That changed when I stepped on to Paddy’s train and from the moment that I heard Paddy’s voice on the PA system, I knew that this was the man who was going to get us home.
“I have shared my ‘Paddy’ story with delegates at customer management conferences and seminars across Europe, the USA, Africa, the Middle East and Asia. The end of the story is always the same, the audience erupt in applause. In fact on one occasion Paddy got a standing ovation! One delegate commented afterwards, ‘That story gave me goose-bumps. Where can we get more Paddys?’”
Dr Brownell, who is a customer experience management consultant who trains people in customer service, added: “I don’t teach customer service people the art of going the extra mile any more. I tell them about Paddy and I leave them with the question, ‘Are you going to be Paddy?’
“There is no denying that Paddy did a great job in extreme circumstances. Indeed, he did it on a day when he could probably have found a reasonable excuse not to go to work. Thanks to Paddy’s herculean performance I got home for Christmas. I also congratulate Virgin Trains because Paddy was clearly supported by an organisation and a management team that empower him to make decisions and take action based on the best interests of his passengers.“
Paddy Fitzsimons said: “I am very proud and humbled winning these awards, especially with all the fabulous staff we have at Virgin Trains. I am so glad I was able to help Dr Brownell in a small way.”
Paddy is based at London Euston and lives in Milton Keynes.
Intersting. He checked my ticket this morning. I thought he seemed good, unlike a lot of train managers who cant even string a coherent sentence together