You know they’re involved in your brand when they’re singing your tune!

 

All aboard! The Amtrak train bound for Washington D.C. pulled into the station 20 minutes late Tuesday morning, as weary passengers, huddled under a rain-soaked overhang, tried to keep dry. Tired and frustrated, the human cargo – with luggage in tow, shuffled onto the train and found seats that hadn’t been visited by drips leaking from the roof of the train car.

As the train pulled away from the platform, you could almost feel a collective sigh of relief. We were on our way for the five-hour journey south. Most people quickly reclined their seats and closed their eyes. But soon, the gentle rocking and hypnotic rumble of the train was broken by the conductor calling out the first stop on our journey. Or should I say, singing it out?!

Marvin, a boomer-aged conductor, made his way down the aisle, informing us of the name of the quickly approaching station – put to a familiar tune. With an operatic voice, this happy employee made everyone perk up and smile. He continued this pattern of serenades all the way to D.C., each time filling the train car with grinning passengers.

At one stop just south of New York City, two young women boarded and announced to Marvin that this was their first time riding a train. Clearly not one to miss an opportunity to entertain, he gave the whistle around his neck a quick toot and broke into a self-written Amtrak jingle, welcoming them to their first ride on the rails as he punched their ticket.

Marvin is a man involved in his brand. It’s not often that we hear our employees singing our company’s praises – literally. What a refreshing experience in this Great Recession recovery phase: a happy, involved employee.

As I detrained, I learned a little secret about Marvin – he had just 93 days left until retirement. Maybe that fact was putting a little extra song in his voice – or maybe he’s been like that his whole career. That remains a mystery, but what is clear: Marvin loves his job and his passengers love the brand experience he creates.

Thanks for being involved today.

Tim