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There are a
lot of similarities
between working
for Sainsbury’s and
working on the
railway
After just two years in the rail industry, National
Express’s manager of Liverpool Street station,
Kirit Varsani, tells Peter Brown how he has been
able to form a close bond with passengers
PHOTOGRAPHY IAN ENNESS
Kirit Varsani had just met the 08:30
Norwich–London Liverpool Street
arrival at platform 10 of the London
terminus before friendly banter and
conversation began between him and
the passengers. Just a few weeks later,
having arrived on the 15:50 train from Clacton-on-Sea,
I saw people approaching him as they would a member
of a closely knit family.
Many might think this extraordinary for a man
who has only been in the job of National Express East
Anglia station manager at Liverpool Street since June
this year. Having joined the company two years earlier
as area manager for the stations between Maryland
and Brentwood, he became popular by getting involved
with passenger groups and actually trying to deal with
their concerns – a fact borne out by various websites
which show their appreciation.
But rather than resting on his laurels, Varsani is
busier than ever, proving, without doubt, that he is
the epitome of good customer relations, as he works
very long days to improve customer service still
further. Some readers may now be a little confused,
as they associate the station manager’s position with
another name. In fact, there are two people with
the same title, the other working for Network Rail
PAGE 18 AUGUST 2010