Train company using humour
Written by Simon Clatworthy
I found this on the BBC recently and thought it worth a mention. Chiltern Railways in the UK has hired two comedy writers to help assist them with announcements on the train (link). Instead of a surly or purely informative announcement, they are injecting some humour into the messages. As an example, they have added some information in a humorous way:
We will shortly be passing through West Ruislip where we will be racing the Underground trains. Do please feel free to cheer for our driver.
Its especially interesting because humour can be very awkward to implement accross the organisation. I think its a bold move to do this for several reasons. Firstly, because not everyone has the inclination to be funny, and not in a scripted way. Secondly, passengers expect both consistency and variation. Consistency in delivery, meaning that they will expect funny comments next time they travel. Variation, because you can’t tell the same joke twice.
I think also that its interesting because generally the tone of voice and behaviour of front-line staff should reflect the DNA of the company. Adding humour says something about the ambition of the company, but also that this is to be embedded in their brand promise to you. Will you receive the same positive experience when buying a ticket, buying a coffee, using the web-site? The number of touch-points that should be changed is pretty large, and I hope that they start thinking through a redesign of them all. During the cold Autumn months, a bit of humour is just the thing to warm the heart.