Sometimes the best laid plans don’t work out right. There are lessons to be learned, especially from failures. A transit union in Toronto met with the public to address rider dissatisfaction. The union organized the meeting but refused to allow the transit authorities to answer questions from the public. The transit authority was relegated to having their own meeting at some future time. So while the concept of a public forum was a good idea, the execution failed. All parties representing an organization need to work together to resolve customer satisfaction issues.

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