I SCREAM! BURNT...

One of my primary responsibilities is to understand the underlying reason of why a question is being asked. Time and time again, when I lead training sessions, we review questions and the attendees immediately start trying to answer those questions. After patiently waiting for the tidal wave of responses to simmer down, I start asking questions to the group. All of a sudden, there is a quiet stillness in the room as the participants are stunned at how many points were missed by just trying to respond to the initial question without clarifying what the question means, why it was asked and what the primary goal was when an answer is received.
I'll give an example to illustrate the point.

Question:
Is there duty on importing plastic cookware containers into Canada?

Simple answer...
Yes
Plastic goods usually carry a duty rate of 6.5%.

Now, let's start asking the questions...
- Where are these plastic cookware containers made?
- Where are they shipped from?
- What is the intended use of the plastic containers?
- Are the lids and containers shipped together and if so, are the lids sealed on the containers?
- What does the vendor invoice include and what are the terms of shipping?
- Who, in Canada, is the end-user?
- Do you have the Canadian 10 HS code or is this something that you require to investigate?
- What is the value of the container?
- How many units are being imported? 
- Are these containers samples?
- Are you being charged for them?
- Are you aware that there is probably also a 5% Goods and Services Tax charged on the import which is calculated on the value of the goods plus the applicable duty? (It is quite astonishing that even Canadian business and not just non-resident importers are surprised by the 5% GST that is usually charged upon importation.)

How each of these questions are responded to can potentially effect the duty rate and total duties/amounts owed to the Canada Border Services Agency (CBSA).

So really, my job is not just to answer questions but to understand the background to the question and provide guidance on the various considerations to take when importing products. The one saving grace is that hopefully these questions are being asked prior to the shipment being sent to Canada and not after the client has received the invoice for Customs duties, taxes and possibly other charges as well.


Recently, I set my sights on making Crème Brûlée.
The recipe that I used can be found at: https://sallysbakingaddiction.com/creme-brulee/ 
I was quite pleased that the end result looked pretty good and the family said it tasted great!

How does this relate to understand the underlying reason of why a question is being asked?
Ever heard of this poem?
I SCREAM,
YOU SCREAM,
WE ALL SCREAM,
FOR ICE CREAM!!!

I SCREAM
ICE CREAM

Which one is it?
Two totally different meanings?

Crème Brûlée means "burnt cream". Sugar is sprinkled on the top of the dessert and then burnt to create a caramel topping.
"Burnt cream" is sure different than ice cream.
I could have saved about 4 hours of prep. time (see recipe) if the family wanted ice cream for dessert. But it was time well spent and a treat that was very much enjoyed.


Keep a keen and sharp ear out to what exactly the client is asking and, before answering, ask questions to make sure that the question being posed is understood and also to make sure that the client understands what they are asking and why.

Definitely a good way to try and avoid getting "BURNT"!



Thank you to my colleague Olivier Doisy for the idea and inspiration for this BLOG posting.
Location: Montreal, QC, Canada

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