In the February 2003 issue of "Heritage Railway", there is a six-page interview with a media mogul railroad preservationist. As they put it, "Pop impresario Pete Waterman, whose Hit Factory music company gave us, amongst other household names, Kylie Minogue and Steps, has established his rail vehicle maintenance company LNWR as the market leader in contract rolling stock repairs."

In brief, Pete got a start in 1961 in railway service and success in his music career allowed his hobby to transition to a very successful business. For a while, he even owned what is arguably the most well-known steam locomotive in the world, #4472, the "Flying Scotsman".

What caught my attention in this piece were comments that while intended for railway museums and the like, are applicable to anyone who competes for disposable income in today's market. Specifically:

"Â…Our heritage line are not tourist attractions -- they are 'theme parks'.

What we are really saying to the public is 'please come and visit our themed attraction and provide the finance so that for the rest of the year we the steam enthusiasts can play trains'.

Nothing wrong with that, but to achieve it railways must embrace progress and learn the skills of customer care.

Perhaps 15 years ago it was sufficient to steam a restored engine, stick any old coaches behind it and chuff up and down between nowhere and nowhere.

Not so now; the preserved railways have to compete head to head with other theme parks and attractions for a share of visiting families hard-earned money. Our railways need to be clean, accessible, and safe but most of all have family appeal.

The steam buff may tolerate inadequate toilet facilities and 'paper cup tea bars', the 21st Century family will not, they want, and deserve, more 'buzz for their buck'.

Our steam railways, which are really working museums, create enjoyment for a great many people, employment for some and for certain keep alive in hundreds of working volunteers the skills of the past.

The youngsters of today find fascination in recreations of the steam era, the Reverend Awdry's stories (Thomas the Tank Engine) are highly popular, the steam train in the Harry Potter series of movies delighted youngsters worldwide, so where's the problem?

Get it right -- and the paying customers will come. Get it wrong -- and the bank manager will come, wearing that 'I want my money back' expression, and any organisation who fails to get customer care right will have contributed to their own failure."


Heritage Railway magazine
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