On arrival in London, despite the mixed reputation the capital has around food, service and cleanliness, the first thing I notice is the warm smile and genuine welcome from the flight staff. A good start I feel, my flight from across the seas has gone, so far with out a hitch, maybe the positive conversation with the BA staff could be put down to good luck, surely that infamous London cynicism and bad manners cannot be to far away. So out of the plane into the airport. Impressive though Terminal 5 may be its difficult for me to forget the fiasco which greeted passengers on its opening, suitcases piled high, bemused staff giving their best headless chicken impression, a collective sigh of disbelief and a communal cringe at the world wide news broadcasts. But what’s this, no chaos, surely some mistake, I feel somewhat disappointed not to experience the “self destruct button” London seems so good at pressing. The place is positively vibrant and what’s more clean. Out of the airport onto the underground.

No doubt I will get my “London isn’t working fix” here. The tube, the oldest, the biggest the most complex system on the planet, surely something will happen. I await eagerly for the long tunnel wait, the brusque assistant. I am so engrossed in what could possibly go wrong, I do not notice I have arrived at my destination. On to the platform, quick directions from one of the staff to Leicester Square, and I am up at ground level. Something about the previous section of my journey is bothering me, until I realise the journey was smooth, litter free and my helpful assistant on the underground was actually well informed. I am beginning to feel slightly uneasy. Out of the Underground and into the City. First stop one of London’s famous watering holes, I deserve a drink and a seat, not too much to expect surely. Just time to make a quick phone call, I am meeting an old school chum who moved to London ten years ago. The last time we were together, London was bidding for the Olympics, he was dreading the bid being successful.

We meet by the Leicester Square Casino. To my amazement he suggests we pop in, “It’s a great place to eat and grab a quick beer, before we hit town”. What a place, vast, light and airy but totally unexpected is the excellent service. Efficient and cheerful, unfussy and informative, this was service I had not experienced in London; I was almost tempted to leave a tip! Out of the casino into the Theatre. The Globe, great play great venue, but when will they get around to putting a roof on that place.

Out of 16th century back to the 21st. Time now to chill and reflect, up to the OXO Tower for a late drink and some gorgeous views, then the short walk to my hotel. I have given up assuming the worst, I no longer expect Basil Fawlty to greet me and I am not surprised when a courteous and eager receptionist hands me my key.

One last chance I think to prove my assumptions right, I ask for ideas and suggestion s for the rest of my stay. Needless to say I now have a full itinerary. Out of the bustle and into my bed. If I am looking for poor customer service I am going to have to dream about it.

It is no coincidence that the London experience is changing. Impact Factory with its innovative customer service training is changing the way visitors remember London. From airport staff to the underground, casinos to pubs and bars, theatres and hotels, Impact Factory is “Making the world welcome”.

For more information on how innovative customer service training can change the way visitors remember your business, call us now on 0207 226 1877 or email us.