 Who
Loves the Taxman?
The
old saying goes, ‘No one loves the taxman’,
but if I must pay taxes, the people at the Inland Revenue
Authority of Singapore (IRAS) are the folks I’d
rather pay them to.
IRAS boasts one of the best programs I have seen for
building an energized and dedicated service culture.
They have a challenging vision (‘To be the leading
tax administration in the world’), clear and appropriate
core values and a deep commitment to training. They
recognize staff who perform well and have an active
staff suggestion scheme.
Other workplace innovations include top-of-the-line
computer equipment in highly personalized work spaces
(I’ve never seen so many Winnie-the-Poohs in one
cubicle in my life!), in-house sports and lounge facilities,
a childcare center, an upbeat IRAS choir (!), regular
inter-department games in the main lobby after office
hours, free fruit once a month for all staff, a subsidized
cafeteria, and more.
All this culture-building effort really works. Staff
commitment to quality service and continuous improvement
runs high. One staff member even suggested putting,
‘It was a pleasure serving you’ on the back
of their business cards.
While the corporate culture is service focused, the
language of tax administration seems to change more
slowly.
IRAS still talks about ‘taxpayers’ who must
‘comply’ with their ‘obligations’
or else be in ‘violation’ and get charged
a ‘penalty’. That’s hardly a friendly
way to talk with someone you are committed to serve.
Why not change this language altogether? The IRAS could
‘help companies and individuals fulfil their financial
responsibilities to the nation in a complete, accurate
and timely manner’.
Let’s face it, most people would prefer to pay
no tax. But if you are successful in business, investments
or earning personal income, your success is partly due
to the location where you make your money. The government
structure and physical infrastructure are built and
maintained by your taxes. It’s that simple. It’s
an exchange, a collaboration, a partnership.
The term ‘taxpayers’ sounds like something
out of the Middle Ages, when the King would send his
hated ‘Tax Collector’ on a big, dark horse
into town.
People at restaurants are not ‘food eaters’,
they are appreciated diners.
People at hotels are not ‘bed sleepers’,
they are welcomed guests.
People needing doctors are not ‘medicine takers’,
they are valued patients.
People helping others are not ‘time givers’,
they are respected volunteers.
And people who fulfill their financial responsibility
where they live, work and earn income should not be
labeled ‘taxpayers’, they are contributors,
collaborators, partners. They are allies in the future
of the nation. Shouldn’t we refer to them this
way?
Key Learning Point
Successful culture
building should extend deeply into the language you use
about yourselves and those you serve. Language shapes
reality and the mindset of your staff.
Action Steps
If you are one who
believes that ‘No one loves the taxman’, turn
your own language and thinking around.
So you’ve got to pay taxes? What a happy problem.
It beats being broke with no income and nothing to pay.
Next Article in Customer Service Culture >>
Chasing Chickens Builds a Better Culture
First Article in Customer Service Education >>
Education is the Star at Starbucks
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