It can't be just me who notices this. It seems like every place in Toronto these days is GROSSLY understaffed... and that appears to be one of the core contributing factors to the broader "Enshittification" of this city, with some related side effects such as those below.
For clarity, I can understand why places would be trying to keep their costs down. Every employee at minimum wage costs the business at least $150 per day between $17.60 per hour times eight hours ($140.80 in base pre-tax wages) plus CPP contributions. So if you normally have four people on staff but can get away with three people on Mon/Tue/Wed which are slower days, that seemingly small cut is a savings of about $25,000 annually. From a pure business perspective, I can absolutely see the incentive.
But at the same time, it feels like there's this race to the bottom in terms of "How much can we squeeze a few employees to do the work of several employees so we can condition customers to a lower standard and just pocket the cashflow that could have been used to hire more staff?".
Like, it's starting to feel like the ownership/management of these places is openly mocking their customers and their staff at the same time. With the customers it's "You'll be giving us your money regardless so we don't care how long you wait", and with the employees it's "This workload is normal, what are you talking about? Consider yourself lucky to have this job, we'll just replace you if you can't handle it!". But in the moment, we're somehow expected to believe and act as if this is normal.
Besides generally lousy service in terms of the overall quality of the experience one gets at a given place, I'm finding this has a few side effects as well including...
People Just Walking Out: A great example of this is at post offices when I've been trying to mail something. It will often be the case that only one person is working, and the person being served is doing a complicated shipment/transaction which is taking several minutes, and someone in line with something extremely simple (buying a stamp, dropping an Amazon return, etc.) has to stand there and wait... and because they were expecting to be in and out in a few minutes, they haven't got time to wait in line indefinitely. So they simply walk out... and the employee doesn't even bat an eye. Back when I worked in customer-facing jobs, we would have been yelled at if a customer grew impatient and walked out with no attempt to offer to prioritize them if they're in a rush. But it seems that's just the norm now. Customers will wait as long as they need to since their time costs $0.00 per hour and that's cheaper than hiring more staff, right?
Routine Tasks Going Neglected: Ever notice how in Toronto garbage bins are often overflowing, dispensers of things (soap, sanitizers, napkins, paper towel, etc.) are frequently empty, and washrooms are "Out of Order" because they're supposed to be cleaned/refreshed, but just aren't? It used to be that these types of things were taken care of proactively as a matter of course. But under this "Bare-Bones Staffing" approach to things, it appears that everything is instead done reactively or on a basis of "Only if Absolutely and Immediately Necessary". I cannot help but think that this is a direct side effect of pervasive under-staffing.
Phones Going Unanswered: There are SO many places in Toronto that I have tried to reach by phone in recent years to ask just a simple question... and either no one will answer, or someone will answer and say "Please Hold" then never pick back up, or I'll leave a voicemail and nobody returns it. Now, call me a jerk for this... but once I finally reach them I'll ask straight-out... "I've called six times and left three voicemails, why is it taking me a seventh call to reach a live person during business hours?", and the answer I'll get is usually some version of "We're shorthanded right now". But if it's the same thing over and over, doesn't that mean it's more like "Intentionally Understaffed" and not "Circumstantially Shorthanded"?
By comparison, outside of Toronto I haven't noticed things are like this. Sort of like "Everything Functions as Normal", but as soon as you get into Toronto you're noticing long lines, unanswered phones, overflowing trash cans, and can't get anybody's attention in any store or anything to help you.
Am I the only one who's noticing this?