I was riding the subway home one evening when "Sean,"
our conductor, came over the communication system and introduced
himself and his team in an animated voice. It was a surprise to
hear a live voice on the train as the local transit operator
introduced a programmed announcement system a number of years ago
to automate the process, ensuring information on upcoming stops
were consistently and clearly communicated. Automating this
process made sense, as there had been inconsistencies –
sometimes you could not hear the announcement, or it could not be
understood. However, automation also took away the human
connection. It's easy to forget there is a person
controlling the train that is responsible for your safe
transport. Sean's voice kept passengers engaged and
greeted them as they entered the train at each stop. As we
approached one popular stop, Sean's friendly voice came over
the PA system and announced that he was reducing the train's
speed because of ongoing maintenance. Hearing Sean explain the
reasons for the delay gave context and set my expectations, which
led to more understanding and empathy, and in my mind, enhanced my
overall experience as a customer.
Sean's impact on me made me think of connectivity in a
broader sense – in this digital world and in our quest to
become ever more efficient through process automation, we risk
losing those connections with our clients and customers. Don't
get me wrong; automation and digital communication are important
and effective tools, but perhaps it is necessary to more
thoughtfully consider their use and the impressions they leave in
the minds of customers. Does automation enhance your customer's
experience because it improves service reliability, or does it make
the interaction with your customer robotic and impersonal?
Creating meaningful connections with clients and customers is
achieved when you go outside of the ordinary. It happens when you
speak with a customer directly and explain why their order is
delayed and provide them with a plan to mitigate their frustration,
or by simply helping them solve their problem quickly. This
connectivity enhances the customer experience and can only be
achieved when you hire great people. Each member of your team
represents an opportunity for increasing connectivity with your
customer. Train them well and ensure they understand your
company's mission and values, and the importance of delivering
on those attributes through each interaction they have with your
customers. It may not lead to immediate returns, but the
value proposition over the long-term is powerful... and more
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guide to the subject matter. Specialist advice should be sought
about your specific circumstances.
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Under the Income Tax Act, the Employment Insurance Act, and the Excise Tax Act, a director of a corporation is jointly and severally liable for a corporation's failure to deduct and remit source deductions or GST.
Under the Income Tax Act, the Employment Insurance Act, the Canada Pension Plan Act and the Excise Tax Act, a director of a corporation is jointly and severally liable for a corporation's failure to deduct and remit source deductions.
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