I went to a seminar in university which had a presentation by a fast food chain that was based locally, and since every store in the area was corporate-owned vs franchised (which was the case elsewhere in Canada), they made all their executives work shifts at the local restaurants (I think it was at least once a month), so that they would understand the in-store experience. We really should impose something similar with politicians who want to have any control over transit. So many of them never use the system, and just see it as lines on a map and don't understand or care how it actually works for end users, or TTC employees for that matter.