Sure, it was nice of the TTC to provide free transit rides for Toronto peeps traveling on New Years Eve between 12 and 4 am. But my experience with Toronto’s better way twelve hours earlier is what will leave a bitter taste in my mouth and make me forget quickly about any good.

Like many on the day of New Years Eve, I was rushing to do a few things before settling in with friends to celebrate the night so I found myself entering Bloor subway station in the early afternoon needing to take the train north.

Upon entry to the station, A sense of deep dread overcame me as I walked into a line at least 50 deep. It then hit me – last day of the month. The day people need to get their January metropass.

Now, I have grown used to TTC management NOT caring – NOT realizing the last couple days of the month are extra busy with people buying their new metropass and MAYBE those are good days to ensure ALL collector booths at stations are open (it seems to me that metropass purchases are usually what holds things up.)

Usually, I avoid the line by heading to the token machine. BUT WAIT. That was not possible today as the TTC suspended token sales a month ago for their own idiotic reasons.

So I was stuck. No token machines and only twenty dollar bills in my pocket. I had to get in the line.

BUT WHERE I GOT REALLY PISSED? Is when I turned to my right to see the other collector booth CLOSED that a sense of anger overtook me. (50 people in line barely moving – 1 of 2 collector booths open. Nice TTC.)

What’s the lesson for management in all this? GET OUT OF THE OFFICE. Go visit your customers touch points – the places where your customer actually interacts with your service and product. Observe what’s going on. Then think about how you can maybe serve them better.

And one last thing. I was also especially impressed with the professionalism of the signage for a transit system in a world-class city.

A scribbled CLOSED sign on the collector booth that looks like it was written by a 6 year-old child. Again, nice TTC.

Here’s a thought. If you got to close collector booths. Maybe some professionally designed signage. Something along the lines of “Sorry, booth closed. Another collector will be happy to help you.” But hey, what do I know? I’m just some dude looking for a job.

And it was further comforting to know that after this day, the next time I would be taking the better way I would be paying another 10% for this service.