Dave Tyrer

Said the following about Natalie McLauchlan:

“n May a Customer informed Natalie that a member of public was straying to close near to the edge of the platform and swaying to and fro, Natalie quickly went out to see guy leaning back on the embankment, as a train approached Natalie ran down to the conductor guard advising him of the customer.

The customer tried to board the train and stopped the train from leaving by standing on the foot board and refusing to let go and step away, Natalie guided the customer away from the train.

Natalie was concerned for the customer and so she contacted the signaller who in turn contacted the BT Police. The signaller stopped the trains from entering the station.

The customer was then rocking backwards and forwards banging his head. Natalie got him to sit down then rang control advising them of the situation.

When the BT Police arrived they dealt with the guy, Natalie spoke to control and managed to get additional stop orders put on to take the customers away from Heald Green.

Natalie took control of the situation and also kept other customers informed of what was happening, testament to the letter of praise that she received from a customer.

Natalie is passionate when it comes to dealing with customers and is a great ambassador for the company, she is a pleasure to talk to and nothing is any trouble for her.“