Gangways blocked at stations by catering trolley

[Bletchleyite]

I think you need to look for a new job, to be blunt. You are clearly not suited to a customer facing role based on this posting; it seems customers are an irritant rather than your lifeblood as they should be.

 

[underbank]

there is no way I am moving for anyone else

You're in the wrong job then.

 

[NoOnesFool]

I think you need to look for a new job, to be blunt. You are clearly not suited to a customer facing role based on this posting; it seems customers are an irritant rather than your lifeblood as they should be.

Well behaved and respectful customers are not an irritant, I am able to deal with customers who are not these things in a professional manner. The OP asked for the viewpoint of people who work in Onboard catering. I am speaking as someone who is off duty and it's only natural for people to form an opinion of someone who causes them problems at workI. I'm sure that many people have gripes about problematic people when doing their job, but to tell me I am no good at my job when you don't have any experience in rail catering is out of order in my opinion.

 

[Bletchleyite]

Well behaved and respectful customers are not an irritant, I am able to deal with customers who are not these things in a professional manner. The OP asked for the viewpoint of people who work in Onboard catering. I'm sure that many people have gripes about problematic people when doing their job, but to tell me I am no good at my job when you don't have any experience in rail catering is out of order in my opinion.

Customers asking politely to get past are not badly behaved, they are making a reasonable request, though serving one customer first might make sense.

If the trolley has a bin is a reasonable question.

Etc.

 

[NoOnesFool]

Customers asking politely to get past are not badly behaved, they are making a reasonable request.

In my opinion, it is not reasonable to ask a member of staff to move when they are busy serving other customers (and by the way I have received much positive feedback on my customer service). If I were to let everyone through then the service provided to customers who actually follow instructions and board in the correct part of the train would suffer, as would my sales, because I would never make it down the train.

 

[Bletchleyite]

Catering is secondary to the operation of the train service, so I cannot possibly agree and retain my previously stated view.

Fortunately most trolley operators are not as unreasonable as you seem to be saying.

And is "no, sorry, you can find the bin over there" too hard?

 

[NoOnesFool]

Catering is secondary to the operation of the train service, so I cannot possibly agree and retain my previously stated view.

Fortunately most trolley operators are not as unreasonable as you seem to be saying.

Asking that people wait until customers have been served to get to their desired seat does not affect the "operation of the train service". It's common decency to wait patiently if you can see someone is doing their job until they have finished. Many passengers board the train in good time and are seated by the time the at seat service begins, so have no problem and actually benefit greatly from the convenience of having refreshments brought to them.

 

[Bletchleyite]

Asking that people wait until customers have been served to get to their desired seat does not affect the "operation of the train service". It's common decency to wait patiently if you can see someone is doing their job until they have finished.

It's common decency for them to wait until the transaction you are making is concluded, then for you to shuffle the trolley to let them past, just like every trolley I can ever recall encountering on a train or plane other than, apparently, yours.

An important exception is if they need to get past due to a short platform, in which case if you refuse (as someone, I forget who, suggested upthread) you need to be pulled off the serving of tea and biscuits for a meeting without said tea and biscuits.

Many passengers board the train in good time and are seated by the time the at seat service begins, so have no problem and actually benefit greatly from the convenience of having refreshments brought to them.

The minority of passengers take on-board refreshments, and as such they are of low importance compared with other matters. You are there to serve passengers, not the other way round.

I really think your comments tally with that significant minority of staff for whom passengers are a nuisance, and you'd be best off finding a role which is not passenger-facing.

 

[NoOnesFool]

It's common decency for them to wait until the transaction you are making is concluded, then for you to shuffle the trolley to let them past, just like every trolley I can ever recall encountering on a train or plane other than, apparently, yours.

An important exception is if they need to get past due to a short platform, in which case if you refuse (as someone, I forget who, suggested upthread) you need to be pulled off the serving of tea and biscuits for a meeting without said tea and biscuits.



The minority of passengers take on-board refreshments, and as such they are of low importance compared with other matters. You are there to serve passengers, not the other way round.

I really think your comments tally with that significant minority of staff for whom passengers are a nuisance, and you'd be best off finding a role which is not passenger-facing.

As I have said, if I were to let everyone through that wanted to, then the number of passes through the train would decrease and result in disappointment from my client (the TOC) and hungry/thirsty customers. It would also increase the safety risks, as trolleys should be pulled and not pushed forward unless necessary.

Short platforms are an entirely different matter and I have not once said that I would refuse a passenger to come through to get off the train.

I stand by my original post and continue to work in the way I always have. I think Bletchleyhite that we will have to agree to disagree on this subject. I hope that the Op finds the insight in to the boot being on the other foot useful.

 

[NoOnesFool]

you'd be best off finding a role which is not passenger-facing.

Considering my professionalism when faced with abusive behaviour, such as keeping calm when being called a f**** p**** and dealing with drunken passengers firmly and professionally, I'd say I am very well suited to my job. I have certainly known 'higher ranked' railway staff behave in a far more unprofessional manner than I.

 

[duffield]

Passengers may also need to get to the toilet, and for some of us older people and those with certain medical issues, it can't necessarily wait. I hope they get allowed through as well?

Though I must admit I'd find it it a bit much to have to explain my medical issues or weak bladder to be allowed to pass the trolley quickly.

 

[Bletchleyite]

One thing I wonder is why effort doesn't go into designing a narrow enough trolley that it could be passed while in use. Trolleys existed that would fit between 3+2 seating e.g. in Class 321s and Electrostars (where the aisle is very narrow) so for more normal stock this is certainly possible.

This is one reason why easyJet specified the "wide aisle, narrow seat" version of the Airbus A320 series.

 

[Deafdoggie]

I think Bletchleyite and NoOnesFool both make some good comments. When working with the public all day everyday (I work in Customer Service) you do have to not be bullied by them. Many customers do feel they can "bully" staff to get what they want. Someone demanding to get past a trolley, is very different to someone asking nicely for the trolley to pulled up by an empty seat whilst you get past. Sure, staff are there to serve customers and be polite and friendly, but they aren't at their beck and call. If something is unsafe a member of customer staff should not do it simply because a customer asks them too. Equally, though, the staff member should explain why not, and ideally a solution to the problem.
A lot of people do feel that good service is simply giving them what they want. This is simply untrue. But, alas, some Customer Service staff do not react correctly either. As per original example

 

[CaptainHaddock]

It's a particular bugbear of mine that whenever you want to move about the train to stretch your legs, go to the toilet or actually get off at your stop you can guarantee TPWTT ("the prat with the trolley") will appear to block your way. A friend of mine even had his case stolen from the luggage rack on a Cross Country train once because TPWTT was blocking his way and the thief saw this and took his opportunity.

At risk of stating the bleeding obvious, why do we need an on board trolley service at all? It's not like stations don't have facilities to buy food and drink and there are plenty of corner shops and "express" supermarkets around where you can stock up for a long journey for a considerably cheaper price than you'd pay on the train. Taking TPWTT off trains altogether will allow us all to move more freely and make the travelling experience that little bit more pleasureable.

 

[Deafdoggie]

XC coach A is always first class, unless a Turbostar. Then it would be two Turbostars joined together, so you could see which one had paper labels in it

It's a particular bugbear of mine that whenever you want to move about the train to stretch your legs, go to the toilet or actually get off at your stop you can guarantee TPWTT ("the prat with the trolley") will appear to block your way. A friend of mine even had his case stolen from the luggage rack on a Cross Country train once because TPWTT was blocking his way and the thief saw this and took his opportunity.

At risk of stating the bleeding obvious, why do we need an on board trolley service at all? It's not like stations don't have facilities to buy food and drink and there are plenty of corner shops and "express" supermarkets around where you can stock up for a long journey for a considerably cheaper price than you'd pay on the train. Taking TPWTT off trains altogether will allow us all to move more freely and make the travelling experience that little bit more pleasureable.

I rest my case

 

[Antman]

@Noones fool

First class is not always where you expect it to be....... the announcements are often wrong or not updated. So you could easily end up at the wrong end of a train.
It isn't unreasonable to ask if you have a bin. Amazed you think it is.
Customers are right, even when they're wrong. That's what the job is.
Where will your job be if the passengers choose to not buy from you, because of your attitude to them ?

Do you not think you're getting more than a normal a fair number of tetchy and difficult passengers because of how you treat them and your manner ?

 

[Jozhua]

It's a difficult one, as NoOnesFool mentioned, they have a job to do and targets to reach.

Personally, I believe it's up to the TOC for setting reasonable targets for staff, depending on the route and the stops and making sure that there is a good line of communication between all members of train crew, so say the train stops at a short platform and the trolley needs to move, the member of staff can let the guard/manager know to hold the doors open a bit longer. Or the TOC can make sure all members of staff are trained to know the length of time between stops and short platforms, etc, so they have good knowledge of the most efficient/least disruptive way to serve passengers.

NoOnesFool mentioned being assigned to an all stations morning peak, which whilst it probably brings in a lot of revenue, I can defiantly see how conflicts of movement occur, especially in the tight aisles of many British trains!

 

[NoOnesFool]

It's a particular bugbear of mine that whenever you want to move about the train to stretch your legs, go to the toilet or actually get off at your stop you can guarantee TPWTT ("the prat with the trolley") will appear to block your way. A friend of mine even had his case stolen from the luggage rack on a Cross Country train once because TPWTT was blocking his way and the thief saw this and took his opportunity.

At risk of stating the bleeding obvious, why do we need an on board trolley service at all? It's not like stations don't have facilities to buy food and drink and there are plenty of corner shops and "express" supermarkets around where you can stock up for a long journey for a considerably cheaper price than you'd pay on the train. Taking TPWTT off trains altogether will allow us all to move more freely and make the travelling experience that little bit more pleasureable.

By the way you speak about staff, I suggest you avoid travelling by train if you find the staff who provide the service "pratts". We are talking about operational trains, these are not places to "walk about and stretch your legs" as you say. If you remained in the seat unless you need the toilet, then you wouldn't have these issues with us "pratts" would you.

With regards to your second paragraph, train catering is very important. Many customers are glad of the opportunity to purchase on board. At seat trolleys provide a convenient service, giving trains the edge over coach travel, providing an enhanced customer experience and more revenue for TOCs (train operating companies) and catering providers (who often support local businesses, e.g. Scotrail and their locally sourced produce). If you cannot follow the request of staff and cannot refrain from being abusive then I would suggest you find an alternative way to travel.

 

[NoOnesFool]

@Noones fool

First class is not always where you expect it to be....... the announcements are often wrong or not updated. So you could easily end up at the wrong end of a train.
It isn't unreasonable to ask if you have a bin. Amazed you think it is.
Customers are right, even when they're wrong. That's what the job is.
Where will your job be if the passengers choose to not buy from you, because of your attitude to them ?

Do you not think you're getting more than a normal a fair number of tetchy and difficult passengers because of how you treat them and your manner ?

I think it is unreasonable to ask someone who is serving food and preparing hot drinks by hand to pick up your food waste during giving a service, yes. Anyone who works in the food industry will know the issues with cross contamination, not to mention that there is no space for a bin, and the fact that the trains I work on have rubbish collections by specialist cleaners and we ourselves collect rubbish *after* finishing service. Your argument about customers always being right is incorrect. Staff are there to provide a service and that entails being polite and pleasant, even if the customer seems a little grumpy, yes, but it does not entail following every single demand of the customer. Staff do need to be assertive in some situations. You can give great customer service and be assertive. By your customer is always right theory, a customer could take a Kit Kat, say priced at £1.50 and demand only to pay £1 for it. Should we give in and let them have it for that? I think not.

I am very polite and helpful to passengers, even those that don't buy anything from me, I often go beyond the basics, such as wishing customers a nice day or asking how their day is going. But I will not bow down to every demand and compromise my level of service and sales. Sometimes you have to say no to people. I'm sure if I asked my phone provider for example, to close their store and send their staff to my house to come and fix my phone because I didn't want to walk down to their store, I would be told 'no' in the same respect.

 

[221129]

Well behaved and respectful customers are not an irritant, I am able to deal with customers who are not these things in a professional manner. The OP asked for the viewpoint of people who work in Onboard catering. I am speaking as someone who is off duty and it's only natural for people to form an opinion of someone who causes them problems at workI. I'm sure that many people have gripes about problematic people when doing their job, but to tell me I am no good at my job when you don't have any experience in rail catering is out of order in my opinion.

I have experience in on board rail catering and i think by your posting that you should not be doing the job.

 

[CaptainHaddock]

By the way you speak about staff, I suggest you avoid travelling by train if you find the staff who provide the service "pratts". We are talking about operational trains, these are not places to "walk about and stretch your legs" as you say. If you remained in the seat unless you need the toilet, then you wouldn't have these issues with us "pratts" would you.

With regards to your second paragraph, train catering is very important. Many customers are glad of the opportunity to purchase on board. At seat trolleys provide a convenient service, giving trains the edge over coach travel, providing an enhanced customer experience and more revenue for TOCs (train operating companies) and catering providers (who often support local businesses, e.g. Scotrail and their locally sourced produce). If you cannot follow the request of staff and cannot refrain from being abusive then I would suggest you find an alternative way to travel.

I think Bletchleyite sums up your attitude rather well.

I think you need to look for a new job, to be blunt. You are clearly not suited to a customer facing role based on this posting; it seems customers are an irritant rather than your lifeblood as they should be.

 

[Jonfun]

What NoOnesFool is saying, whilst perhaps blunt, isn't wrong. Certainly at my TOC it's forbidden to push the retail trolley, and in some cases the passenger who wants to get past is going to have to politely be asked to wait if circumstances mean it isn't feasible to vacate the carriage at that time.

 

[Bletchleyite]

I think it is unreasonable to ask someone who is serving food and preparing hot drinks by hand to pick up your food waste during giving a service, yes. Anyone who works in the food industry will know the issues with cross contamination, not to mention that there is no space for a bin, and the fact that the trains I work on have rubbish collections by specialist cleaners and we ourselves collect rubbish *after* finishing service.

Yes, but the customer doesn't necessarily know that.

"I'm afraid I have nowhere to put rubbish, and I can't handle rubbish while I need to keep my hands clean to handle the food[1]. But you can find the bin over there / someone will be along to collect it soon." is the correct kind of response. Polite and unstressed in response to an entirely reasonable question.

[1] If that was a genuine issue you would wear gloves when handling the food; cash is very dirty and food susceptible to contamination should not be handled after handling cash unless gloves are worn or hands are properly washed (this features in even the most basic food hygiene training). So while I don't think you should collect the rubbish, I don't think this is the reason at all.

 

[NoOnesFool]

Yes, but the customer doesn't necessarily know that.

"I'm afraid I have nowhere to put rubbish, and I can't handle rubbish while I need to keep my hands clean to handle the food[1]. But you can find the bin over there / someone will be along to collect it soon." is the correct kind of response. Polite and unstressed in response to an entirely reasonable question.

[1] If that was a genuine issue you would wear gloves when handling the food; cash is very dirty and food susceptible to contamination should not be handled after handling cash unless gloves are worn or hands are properly washed. So while I don't think you should collect the rubbish, I don't think this is the reason at all.

I can assure you that I am polite in declining to take rubbish whilst serving. I do indeed advise that there will be a rubbish collection later on. I do not have an "attitude" as some others seem to suggest. Anyone being rude to passengers where I work would be dealt with very seriously.

 

[Bletchleyite]

I can assure you that I am polite in declining to take rubbish whilst serving. I do indeed advise that there will be a rubbish collection later on. I do not have an "attitude" as some others seem to suggest. Anyone being rude to passengers where I work would be dealt with very seriously.

So why let it stress, anger and frustrate you as it seems to be the case from your earlier postings? It's a reasonable question, you answer it with a reasonable answer, job done. If they then start shouting at you, then they are in the wrong.

 

[NoOnesFool]

So why let it stress, anger and frustrate you as it seems to be the case from your earlier postings? It's a reasonable question, you answer it with a reasonable answer, job done. If they then start shouting at you, then they are in the wrong.

It does frustrate me but, I don't let it show when I'm working, that's key to being a professional, maintaining composure in adversity. I have been sworn at by one person and still continued to serve other people in the same calm and polite manner as usual. That doesn't mean I'm not firm and unable to stand my ground though.
It's important to remember that the OP was asking for an opinion from Trolley Hosts, which I speaking on here off duty provided. I'm sure anyone working in customer service has opinions of certain customers that they would not divulge when on duty. We all have peeves.

 

[trainmananthon]

With our trolleys on the Settle Carlisle line (S&C), generally we don’t get many issues. Generally in the odd times we do get people wanting to get past, just a polite ‘ill just finish serving this customer then if you can shuffle into an empty seat ill be able to let you past’ will suffice, unless of course they need to get past urgently.

Of course we also get large tourist groups travelling on our services block booking in some cases upto 70 seats at a time on a two car unit. That can be fun. If it’s full and standing and you deem that you’re not able to pass through then the guard will make an announcement for you stating that as it’s busy the trolley can’t get through, but is still service in ‘xxx’ location on the train.

 

[Jozhua]

With our trolleys on the Settle Carlisle line (S&C), generally we don’t get many issues. Generally in the odd times we do get people wanting to get past, just a polite ‘ill just finish serving this customer then if you can shuffle into an empty seat ill be able to let you past’ will suffice, unless of course they need to get past urgently.

Of course we also get large tourist groups travelling on our services block booking in some cases upto 70 seats at a time on a two car unit. That can be fun. If it’s full and standing and you deem that you’re not able to pass through then the guard will make an announcement for you stating that as it’s busy the trolley can’t get through, but is still service in ‘xxx’ location on the train.

Wow! If there is an advance block booking by a group, don't they know to lengthen the train?

A lot of the trains I travel on involve the guard announcements saying the trolley can't get through, shows a lot about my experience of rail travel!

 

[Bletchleyite]

Wow! If there is an advance block booking by a group, don't they know to lengthen the train?

# With what shall we lengthen it, dear Liza, dear Liza? #

(Even once the 195s are in service Northern will still have an utterly inadequate diesel fleet)

 

[Jozhua]

# With what shall we lengthen it, dear Liza, dear Liza? #

(Even once the 195s are in service Northern will still have an utterly inadequate diesel fleet)

Pacers

Now that would be a challenge to serve food and drinks on!