Those little touches make the difference

In the discussion of what people want from their railway stations it's all to easy to get seduced into the sexiness of the design and the visual image the station presents.  However, I spotted this lovely example at Huddersfield Station (well done First Transpennine team at the station!) of a characterful story about Felix the station cat (https://www.bbc.co.uk/news/uk-england-leeds-35532884).

It continues to remind me that in the majority of rail journeys whilst I want a hassle-free journey with certainty of the experience I don't want it to be boring humdrum.  I want to be stimulated and engaged.  I want to feel welcomed and valued.  This means I want a clean, functional and attractive station.  However, the differential is to see good things and good people enjoying their work.  

Stories of station cats, evidence of station history (particularly its social history) and the engagement with local community are all great things to hear, see and read.  That's why the benefits of station adoption and the work of Association of Community Railway Partnerships can be such a catalyst for the railway and neighbouring community alike.  At the heart of it are the smiles and engagement between staff and station users.  Even at unstaffed stations I'd argue its possible to personalise the facility.  To make it personal for the user and invite a relationship with those who manage it.

The ability to 'do the right thing' across the seasons, varying train performance issues and for the multiple personalities of the public is not easy but a vital part of giving a great service in a nationally important service.  Long may the positive news out-shadow the negative.  This will take continuing investment in the development and care of both staff and assets at stations as well as the relationships between stations and their users and neighbours.