Little things maketh the brand

Coming back from Manchester Piccadilly on the 1706 CrossCountry service yesterday, I couldn't help but raise a smile to the young man in charge of the refreshments trolley.

After every stop he'd start his journey back through the carriages with a subtle smile on his face, and a 'Would you like..' or a 'Can I interest..' to any passenger who caught his eye. Not in any way intrusive but an employee just quietly going about his business of keeping passengers in snacks and drinks.

To that gentleman - your positive, friendly attitude didn't go unnoticed. As the title says, little things maketh the brand.