It's a very positive move seeing your presence on this forum, as I'm sure that you can see that your passengers joining from Forest Hill are a far from satisfied lot.
Taking your 'think like a passenger' motto, my overriding thought when I use Forest Hill station is given the massive usage of the station (as you know one of the biggest outside of central London', what LESS could you be providing in terms of station facilities?
A short list:
1. Long queues for tickets most mornings.
2. Unstaffed for long periods at night.
3. Limited shelter on the platforms, given these are often full in the mornings - not helped by the poor reliability of the trains during the morning peak.
4. Only one way in and out for several weeks forcing passengers to cross over the footbridge - which has been both unsafe and inconvenient for those with limited mobility - yes I'm one of the people often with a buggy and two year old - its no fun. No step free access on the down platform at all.
5. The platforms often have ponding water during wet weather.
and to top it all 6. The station building itself is an eyesore.
I'm sorry to go on, but I've lived in Forest Hill for ten years, and I have to say that the paucity of the train service, and the state of the station has been of real concern for many years, and Southern has made no real attempt to address its problems.
It would make my day if you are able to tell me that Southern has a plan to deal with these concerns.