I spoke at the BQF Leadership Conference yesterday. One of the other speakers was Vernon Barker, Managing Director of FirstPennine Express, a company which won a franchise to provide rail services across large parts 
of the north of England and southern Scotland. He told a fascinating story about leading the business. In their first year of operation in 2004 they carried 13 million passengers. In 2008 it was 22 million and the number is still growing. During the same period they have significantly improved customer satisfaction.
When the company was started Vernon and his management team inherited 800 workers from other companies. Research indicated that the main issue for customers was punctuality. So this was made into the key objective for the new company. On the first day of operation in February 2004 every employee was met as he or she arrived at work by a director or senior manager. Everyone was given a starter pack containing a number of items including a limited edition medallion celebrating the first day of the new company. One of the other gifts was a watch branded with the new company name. It was there to symbolise the importance of punctuality.
The message was reinforced with town hall meetings. Vernon and other directors travelled regularly on the trains supporting staff and meeting customers.
The watches and medallions became treasured possessions for the those who have stayed from the start. The whole team has achieved great progress; it started with a gesture that symbolised the destination they were setting out to reach.
Paul Sloane