Forget the Turtles, its PEOPLE all the way down, and up.

May 8, 2008 at 10:04 am 1 comment

I’m baffled… If I go to the Tim Hortons corporate site I read the following…

“The Tim Horton Children’s Foundation was established in 1974 by Ron Joyce, Co-Founder of the Tim Hortons chain, to honour Tim Horton’s love for children and his desire to help those less fortunate.”

And then I’m forced to contrast THAT worthy value statement with the article in today’s Toronto Star, where one of their employees in London, Ont is FIRED for handing a toddler a single Timbit…

Has Tim Hortons lost its mind?

Folks? From a marketing perspective alone this has to be one of the most incompetent management moves I’ve read about in a long long time. I don’t CARE if they have a corporate ‘policy’ against ‘theft’ – this isn’t THEFT, it’s called ‘Customer service’ and it’s the type of action that management should encourage in their employees. Instead she gets fired? For giving a customer a $0.16 Timbit? They put a person’s livelihood at risk for a Timbit???? Good grief.

It’s possible to try and condone, and even support the manager’s actions by pointing to the ‘policy’ and stating “The employee took a Timbit. She didn’t pay for it. It’s theft.” But when it comes to the negative PR? This is an unmitigated and totally unnecessary, disaster.

I sometimes wonder if the corporate world has forgotten what the term ‘customer service’ means anymore. It means treating customers as if you valued them. Handing a child a Timbit will likely result in the parent feeling grateful and spending a few extra dollars in the store. It’ll certainly prompt them to return to the store from time to time.

Be prepared for a backlash on this one. The best thing Tim Hortons could possibly do, is immediately re-instate the employee with a public apology and hold a ‘free Timbit’ for toddlers policy. If anyone should be fired, it should be the three managers involved in this PR fiasco.

Updated: 3:22pm May 8th 2008 same day the story broke:

Well, I tip my hat to Tim Hortons – common sense has won the day. The employee was rehired and is now working at another store. Full story here.

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Entry filed under: Customer Service, Leaders, Life, Management, Managing, People Sklls, Sales.

The Conference we’ll never Attend As Others See Us.

1 Comment Add your own

  • 1. ecigaret  |  June 12, 2013 at 8:20 pm

    Your style is very unique in comparison to other people I have read
    stuff from. Thank you for posting when you’ve got the opportunity, Guess I will just book mark this blog.

    Reply

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