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What to look for before buying a mattress online; Airline regulator questioned: CBC's Marketplace cheat sheet – CBC News

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Miss something this week? Don’t panic. CBC’s Marketplace rounds up the consumer and health news you need.

Want this in your inbox? Get the Marketplace newsletter every Friday.

Frustrated online mattress buyers say ‘hassle-free’ return policy is anything but

Many mattress-in-a-box companies offer a compelling sales pitch: free shipping, reasonable prices, and a money-back guarantee if you’re not satisfied with your purchase

But some clients who purchased beds from GhostBed — a competitor of companies like Casper and Endy — say that after trying to make use of their “hassle-free” return policy, they’ve been left in the lurch.

Peter Learn and his wife Paula, of Kelowna, B.C., purchased a GhostBed last year and found it a bad fit for their sleeping habits. But when they requested a refund, they say the company gave them the run-around.

Learn was told that instead of having a pickup crew come and get the mattress from his home as advertised, he would have to find a “donation solution.” 

That is, find a charity willing to take a mattress — during a pandemic, no less — transport it to the charity, obtain a receipt — made out to GhostBed — for the price he paid, and send that receipt to the company, which would then provide a refund.

“The whole thing was just so ludicrous,” said Learn. “We would have to hire a truck to deliver it to a non-existent charity which wouldn’t want the mattress, either.”

In a statement to Go Public, the company said it takes customer service and satisfaction seriously but that when customers don’t get the resolution they seek, they often “blame the business” and feel the company’s policies “are unfair.” Read more

Learn believed that if he didn’t find his GhostBed mattress comfortable, the company would arrange to take it away and give him a refund. (Submitted by Peter Learn)

Emails raise questions about regulator’s independence amid COVID-related flight refunds

When the pandemic abruptly laid siege to the travel plans of thousands of Canadians back in March 2020, many would-be travellers questioned the Canadian Transportation Agency’s (CTA) decision to allow airlines to offer consumers vouchers instead of cash refunds.

Nearly two years later, correspondence between the CTA and Transport Canada from that time period is raising new questions about the relationship between the regulator and the airlines it operates at arm’s length from.  

Unredacted emails show senior officials spoke with the agency’s top brass in March of 2020 about pressure from airlines to let them avoid passenger refunds for trips cancelled because of COVID-19.

Days later, the CTA posted a “Statement on Vouchers” establishing that airlines could generally issue flight credits or vouchers to customers whose flights had been called off due to the pandemic, instead of reimbursing them.

The CTA falls under the purview of Transport Canada, and regular communication between them to keep the minister briefed on relevant matters is an established practice, a spokesman for the department said.

But some critics disagree on the meaning of this correspondence. 

“It’s a troubling view into the way in which the government was putting pressure on the CTA and doing the bidding of the big airlines at a time when they should have been standing up for Canadian passengers,” said NDP transport critic Taylor Bachrach, who called the revelations “disturbing,” and said Canadians would be “shocked and disappointed” to learn of the nexus among industry, government and regulator. Read more

Canada’s airline regulator, the Canadian Transportation Agency, at one point said that vouchers for future flights would be OK as compensation for flights cancelled during the COVID-19 pandemic. That’s different from what happened in other countries, where full refunds were mandated. (Yuki Iwamura/AFP/Getty Images)

Snacks and sodas and so much more. Why there’s a vending machine for everything these days

They’re not just for chips and pop anymore.

Vending machines are increasingly taking on a new, upscale form across Canada, selling everything from gadgets, to Build-a-Bears, and even cake from the cake boss himself.

Globally, the industry is expected to see 10 per cent annual growth each year until 2027, and big Canadian companies like Sport Chek, Canadian Tire, Rexall and The Source have all started to invest.

Kersi Antia, a marketing professor at the Ivey Business School at Western University, calls it’s a perfect storm due to social isolation from the COVID-19 pandemic

“We’d rather not do with the awkwardness of human interaction,” he said. “It may be impersonal, but not everybody wants personal service.” Read more

Vending machines have increased in popularity in the past few years and now sell everything from baked goods to high-end electronics. Experts say this shift in shopping may be related to the pandemic and new social norms. (Natalie Valleau/CBC)

What else is going on?

‘It just sucks’: Service workers in Quebec say they aren’t paid enough for all the stress, abuse
Rude customers and low pay are pushing people out of service jobs, say workers.

Long-term Statistics Canada research shows cities across country losing green space
Canada’s cities are growing browner, satellite survey shows.

Matrix T1 and T3 Treadmills recalled due to fire hazard
Immediately stop using and unplug the units and contact Johnson to schedule a service call.

Hankook (Korean characters only) brand Original Kimchi recalled due to E. coli O157:H7
Do not consume the recalled product.

Marketplace needs your help

Do you get regular phone calls claiming there’s a package being detained for you by Canadian authorities? Or demanding you owe money in unpaid taxes? Maybe someone claiming you’ve got a virus and need tech support? If so, we want to hear from you! Send us your name and phone number and we may get in touch with you. Email us at marketplace@cbc.ca

Have your batteries leaked or stopped working before you expected? We want to hear from you! Send us your photos and tell us more at marketplace@cbc.ca

Watch this week’s episode of Marketplace and catch up on past episodes anytime on CBC Gem.

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The #1 Skill I Look For When Hiring

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File this column under “for what it’s worth.”

“Communication is one of the most important skills you require for a successful life.” — Catherine Pulsifer, author.

I’m one hundred percent in agreement with Pulsifer, which is why my evaluation of candidates begins with their writing skills. If a candidate’s writing skills and verbal communication skills, which I’ll assess when interviewing, aren’t well above average, I’ll pass on them regardless of their skills and experience.

 

Why?

 

Because business is fundamentally about getting other people to do things—getting employees to be productive, getting customers to buy your products or services, and getting vendors to agree to a counteroffer price. In business, as in life in general, you can’t make anything happen without effective communication; this is especially true when job searching when your writing is often an employer’s first impression of you.

 

Think of all the writing you engage in during a job search (resumes, cover letters, emails, texts) and all your other writing (LinkedIn profile, as well as posts and comments, blogs, articles, tweets, etc.) employers will read when they Google you to determine if you’re interview-worthy.

 

With so much of our communication today taking place via writing (email, text, collaboration platforms such as Microsoft Teams, Slack, ClickUp, WhatsApp and Rocket.Chat), the importance of proficient writing skills can’t be overstated.

 

When assessing a candidate’s writing skills, you probably think I’m looking for grammar and spelling errors. Although error-free writing is important—it shows professionalism and attention to detail—it’s not the primary reason I look at a candidate’s writing skills.

 

The way someone writes reveals how they think.

 

  • Clear writing = Clear thinking
  • Structured paragraphs = Structured mind
  • Impactful sentences = Impactful ideas

 

Effective writing isn’t about using sophisticated vocabulary. Hemingway demonstrated that deceptively simple, stripped-down prose can captivate readers. Effective writing takes intricate thoughts and presents them in a way that makes the reader think, “Damn! Why didn’t I see it that way?” A good writer is a dead giveaway for a good thinker. More than ever, the business world needs “good thinkers.”

 

Therefore, when I come across a candidate who’s a good writer, hence a good thinker, I know they’re likely to be able to write:

 

  • Emails that don’t get deleted immediately and are responded to
  • Simple, concise, and unambiguous instructions
  • Pitches that are likely to get read
  • Social media content that stops thumbs
  • Human-sounding website copy
  • Persuasively, while attuned to the reader’s possible sensitivities

 

Now, let’s talk about the elephant in the room: AI, which job seekers are using en masse. Earlier this year, I wrote that AI’s ability to hyper-increase an employee’s productivity—AI is still in its infancy; we’ve seen nothing yet—in certain professions, such as writing, sales and marketing, computer programming, office and admin, and customer service, makes it a “fewer employees needed” tool, which understandably greatly appeals to employers. In my opinion, the recent layoffs aren’t related to the economy; they’re due to employers adopting AI. Additionally, companies are trying to balance investing in AI with cost-cutting measures. CEOs who’ve previously said, “Our people are everything,” have arguably created today’s job market by obsessively focusing on AI to gain competitive advantages and reduce their largest expense, their payroll.

 

It wouldn’t be a stretch to assume that most AI usage involves generating written content, content that’s obvious to me, and likely to you as well, to have been written by AI. However, here’s the twist: I don’t particularly care.

 

Why?

 

Because the fundamental skill I’m looking for is the ability to organize thoughts and communicate effectively. What I care about is whether the candidate can take AI-generated content and transform it into something uniquely valuable. If they can, they’re demonstrating the skills of being a good thinker and communicator. It’s like being a great DJ; anyone can push play, but it takes skill to read a room and mix music that gets people pumped.

 

Using AI requires prompting effectively, which requires good writing skills to write clear and precise instructions that guide the AI to produce desired outcomes. Prompting AI effectively requires understanding structure, flow and impact. You need to know how to shape raw information, such as milestones throughout your career when you achieved quantitative results, into a compelling narrative.

So, what’s the best way to gain and enhance your writing skills? As with any skill, you’ve got to work at it.

Two rules guide my writing:

 

  • Use strong verbs and nouns instead of relying on adverbs, such as “She dashed to the store.” instead of “She ran quickly to the store.” or “He whispered to the child.” instead of “He spoke softly to the child.”
  • Avoid using long words when a shorter one will do, such as “use” instead of “utilize” or “ask” instead of “inquire.” As attention spans get shorter, I aim for clarity, simplicity and, most importantly, brevity in my writing.

 

Don’t just string words together; learn to organize your thoughts, think critically, and communicate clearly. Solid writing skills will significantly set you apart from your competition, giving you an advantage in your job search and career.

_____________________________________________________________________

 

Nick Kossovan, a well-seasoned veteran of the corporate landscape, offers “unsweetened” job search advice. You can send Nick your questions to artoffindingwork@gmail.com.

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Politics likely pushed Air Canada toward deal with ‘unheard of’ gains for pilots

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MONTREAL – Politics, public opinion and salary hikes south of the border helped push Air Canada toward a deal that secures major pay gains for pilots, experts say.

Hammered out over the weekend, the would-be agreement includes a cumulative wage hike of nearly 42 per cent over four years — an enormous bump by historical standards — according to one source who was not authorized to speak publicly on the matter. The previous 10-year contract granted increases of just two per cent annually.

The federal government’s stated unwillingness to step in paved the way for a deal, noted John Gradek, after Prime Minister Justin Trudeau made it plain the two sides should hash one out themselves.

“Public opinion basically pressed the federal cabinet, including the prime minister, to keep their hands clear of negotiations and looking at imposing a settlement,” said Gradek, who teaches aviation management at McGill University.

After late-night talks at a hotel near Toronto’s Pearson airport, the country’s biggest airline and the union representing 5,200-plus aviators announced early Sunday morning they had reached a tentative agreement, averting a strike that would have grounded flights and affected some 110,000 passengers daily.

The relative precariousness of the Liberal minority government as well as a push to appear more pro-labour underlay the prime minister’s hands-off approach to the negotiations.

Trudeau said Friday the government would not step in to fix the impasse — unlike during a massive railway work stoppage last month and a strike by WestJet mechanics over the Canada Day long weekend that workers claimed road roughshod over their constitutional right to collective bargaining. Trudeau said the government respects the right to strike and would only intervene if it became apparent no negotiated deal was possible.

“They felt that they really didn’t want to try for a third attempt at intervention and basically said, ‘Let’s let the airline decide how they want to deal with this one,'” said Gradek.

“Air Canada ran out of support as the week wore on, and by the time they got to Friday night, Saturday morning, there was nothing left for them to do but to basically try to get a deal set up and accepted by ALPA (Air Line Pilots Association).”

Trudeau’s government was also unlikely to consider back-to-work legislation after the NDP tore up its agreement to support the Liberal minority in Parliament, Gradek said. Conservative Leader Pierre Poilievre, whose party has traditionally toed a more pro-business line, also said last week that Tories “stand with the pilots” and swore off “pre-empting” the negotiations.

Air Canada CEO Michael Rousseau had asked Ottawa on Thursday to impose binding arbitration pre-emptively — “before any travel disruption starts” — if talks failed. Backed by business leaders, he’d hoped for an effective repeat of the Conservatives’ move to head off a strike in 2012 by legislating Air Canada pilots and ground crew to stick to their posts before any work stoppage could start.

The request may have fallen flat, however. Gradek said he believes there was less anxiety over the fallout from an airline strike than from the countrywide railway shutdown.

He also speculated that public frustration over thousands of cancelled flights would have flowed toward Air Canada rather than Ottawa, prompting the carrier to concede to a deal yielding “unheard of” gains for employees.

“It really was a total collapse of the Air Canada bargaining position,” he said.

Pilots are slated to vote in the coming weeks on the four-year contract.

Last year, pilots at Delta Air Lines, United Airlines and American Airlines secured agreements that included four-year pay boosts ranging from 34 per cent to 40 per cent, ramping up pressure on other carriers to raise wages.

After more than a year of bargaining, Air Canada put forward an offer in August centred around a 30 per cent wage hike over four years.

But the final deal, should union members approve it, grants a 26 per cent increase in the first year alone, retroactive to September 2023, according to the source. Three wage bumps of four per cent would follow in 2024 through 2026.

Passengers may wind up shouldering some of that financial load, one expert noted.

“At the end of the day, it’s all us consumers who are paying,” said Barry Prentice, who heads the University of Manitoba’s transport institute.

Higher fares may be mitigated by the persistence of budget carrier Flair Airlines and the rapid expansion of Porter Airlines — a growing Air Canada rival — as well as waning demand for leisure trips. Corporate travel also remains below pre-COVID-19 levels.

Air Canada said Sunday the tentative contract “recognizes the contributions and professionalism of Air Canada’s pilot group, while providing a framework for the future growth of the airline.”

The union issued a statement saying that, if ratified, the agreement will generate about $1.9 billion of additional value for Air Canada pilots over the course of the deal.

Meanwhile, labour tension with cabin crew looms on the horizon. Air Canada is poised to kick off negotiations with the union representing more than 10,000 flight attendants this year before the contract expires on March 31.

This report by The Canadian Press was first published Sept. 16, 2024.

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Federal $500M bailout for Muskrat Falls power delays to keep N.S. rate hikes in check

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HALIFAX – Ottawa is negotiating a $500-million bailout for Nova Scotia’s privately owned electric utility, saying the money will be used to prevent a big spike in electricity rates.

Federal Natural Resources Minister Jonathan Wilkinson made the announcement today in Halifax, saying Nova Scotia Power Inc. needs the money to cover higher costs resulting from the delayed delivery of electricity from the Muskrat Falls hydroelectric plant in Labrador.

Wilkinson says that without the money, the subsidiary of Emera Inc. would have had to increase rates by 19 per cent over “the short term.”

Nova Scotia Power CEO Peter Gregg says the deal, once approved by the province’s energy regulator, will keep rate increases limited “to be around the rate of inflation,” as costs are spread over a number of years.

The utility helped pay for construction of an underwater transmission link between Newfoundland and Nova Scotia, but the Muskrat Falls project has not been consistent in delivering electricity over the past five years.

Those delays forced Nova Scotia Power to spend more on generating its own electricity.

This report by The Canadian Press was first published Sept. 16, 2024.

The Canadian Press. All rights reserved.

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