Do you ever find yourself in awe of people who would normally be mundane? Today I found myself in the unhappy position of having to take the train into Edinburgh (every time I enter the city it just reminds me of university dread).

For some reason that I can’t really fathom, the train was absolutely mobbed today. The station was busy enough — on both platforms. When I got on the train it was already standing room only, before any passengers from Kirkcaldy boarded. It was not as if it was a particularly nice morning or anything. Yet the train was heaving with tourists.

Anyway, the poor train guard had a mountain to climb just to get tickets out to everyone. He had to barge his way past the dozen or so people standing in the “vestibule area”. Once he emerged he was confronted with a large group of people from Cupar who had only gone and bought the wrong tickets. Their tickets were for Dundee, not Edinburgh.

Most guards obviously can’t be arsed with their job. My guess is that some might have pretended not to notice that the tickets were for the wrong destination. After all, this was a group of daytrippers who were, to be fair, of advanced age. Having to shell out for new tickets would put a considerable dampener on their day and, dare I say, edged them a couple of hours closer to death. Other guards might just lose their patience over the matter.

But this guard knew what was what. The passengers seemed pretty upset when they realised what had happened, but the conductor kept the whole situation under control. Most would have mumbled and grunted. Some others might have rolled their eyes and tutted. This one? “It’s all right, it’s all right. It’s all under control. Keep your tickets. You can get a refund at the station.”

Of course, this is just him doing his job. But the unusually high number of passengers made the journey feel a bit chaotic as it was already, and there must have been several passengers on the train who did not yet have a ticket for those all important barriers in Edinburgh. And by the time the whole tangle was sorted out, we were almost halfway to Edinburgh already. I’m not sure how calm I would have stayed.

In time to reach the Forth Bridge, he made an announcement on the loudspeaker system. This is another point where you can usually tell whether the guard’s heart is in it. Sometimes they start with a heavy sigh, making you wonder if the guard is accidentally broadcasting to the entire train when he actually meant to dial 0898 50 50 50. Then they might grumpily plod through the script, as if to signify, “Look here, I really can’t be arsed, so don’t give me shit today, okay?”

Incidentally, I am certain that some members of staff have a bet on to see who can say “Cupar, Leuchars” the quickest. So the next time you’re on the East Coast Main Line around Fife, listen out for the announcement. “Edinburgh *sigh* Waverley… Haaymarket… err, Inverkeithing, gah, Kirkcaldy… Markinch… *cough* Ladybank… Cuparleuchars… Dundee…”

I am also sometimes amused (and this is where I reveal my snobby side) at the way guards try to speak formally and politely but are just incapable of doing so. Many long words are inventerised, causating me to arise my head from my book in amusementation.

There was none of that sort of thing from today’s masterful guard. He was a fine speaker with an authoritative yet friendly voice. In fact, with his distinctive, formal Scottish accent I couldn’t help drawing a comparison with late night radio hero Rhod Sharp.

Yet again, the guard was the calm amid the storm. “Those of you who still do not have tickets, I will endeavour to see you before we arrive at Haymarket and Edinburgh Waverley.” Not only this, but he seemed to be getting into the spirit of the day for many passengers, who were mostly tourists, as I have already noted. Acting as part tour guide, he appended his announcement: “To the group that joined us at Leuchars, you will see the painters hanging off the side of the bridge; I was not jesting about that.”

It was that last comment that made me think, “Wow.” In a hectic situation he managed to find the time to make a frivolous but heart warming comment for the benefit of the daytrippers, and provide on update on it over the loudspeaker system.

I quickly realised that it was silly to be so impressed, because he was only doing his job. But so many people don’t do that. Most guards grumpily check your tickets then sod off to their cabin for the remainder of the journey.

By contrast, here was a person who knew what he was doing. He kept control of a busy train with some upset passengers and still found the time to have a bit of fun with the passengers as well. I found myself appreciative of the fact that the guard put in so much effort and that, horror of horrors, he looked as if he might even enjoy his job — one that most would find unfulfilling.

I think now I understand why lollipop men are sometimes on the honours list.