John Hutchinson and Gordon Douglas awarded for going above and beyond with customer service
A pair of Scottish coach drivers have been recognised as the best in the business by National Express.
The drivers have been awarded for going the extra mile to ensure their passengers get a first class service, beating off tough competition from around the UK.
Co-drivers John Hutchinson and Gordon Douglas, who drive the 539 service from Edinburgh to Southampton, were presented with certificates and rewarded for their fantastic approach to customer service.
The awards were made as part of National Express’ Customer Service Week, held from October 7-13. John and Gordon were put forward straight away by their Shotts-based colleagues at Bruce Coaches in Scotland, when nominations for the awards were taken.
They were commended for always being polite, friendly and engaging. Colleagues told of how John and Gordon have clubbed together to get food and drink for diabetic customers in need, they have arranged for a customer’s wallet, passport and rucksack that he’d left in a restaurant to be delivered to his hotel, and they will also do their best to help passengers who have tight connections on local bus services by escorting them to their bus.
John, 47, who lives in Motherwell, said: “I was really surprised, I wasn’t expecting this. Our philosophy is that you put yourself in your passengers’ shoes and help them as much as possible. Our passengers are brilliant, so any problems we have are left at the door of the coach. If you greet everyone with a smile it solves problems before they occur.”
Gordon, 50, of Shotts, said: “John and I have been driving for National Express for three years. Drivers are at the frontline of the company and often we’re the first point of contact for help. Whatever it is, we maintain the ethos that you treat people as you’d like to be treated and smile – it doesn’t cost anything to smile.”
National Express UK Coach Managing Director Tom Stables said: “Customer Service Week is all about recognising excellent customer service – John and Gordon are shining examples of this. Customer satisfaction is a top priority for us and that’s why we’re so proud of John and Gordon who have shown just how much they care and how far they will go to help their passengers.”
