Weekly Anti-Tim's Rant


Tim Horton's has a new advertising campaign. They are introducing more new products while their commercials focus on employees who are providing above and beyond customer service.

Puh - Leese.

First of all, stop bringing in new products every week trying to find something that will appeal to the public.  The reason that people go to Tim's is to go through the drive-thru to get something quick and convenient.  None of your new products will ever stick.  You are being played by your own marketing division.  Your own marketing division is pushing you to develop new products so that they can design new and elaborate marketing for the products.  They are just justifying their overpaid salaries.  You are caught in a vicious cycle.  If you could find something that you are good at and go with that, you could save yourselves millions of dollars and then you would be able to lower prices.  That is why you could return your market.  It doesn't take a rocket scientist to know that they should be spending energy into developing a mission statement and core values, and then rebuild your brand around this.

The second laughable concept in their commercials are that they have employees who are providing above and beyond customer service.  I am sure they have a lot of very amazing individuals forced to work for them, but, I am quite certain they are not going above and beyond.  Why would they?  They obviously make minimum wage and when minimum wage was raised in Ontario, franchise owners rebelled by cutting hours and benefits.  I would say those employees find it hard to be motivated when they are not being appreciated and making below a living wage.  By the way, the average franchise makes about $300,000/year.  One couple who owned three franchises in the GTA complained about the extensive hardship that the raise in minimum wage would cause them.  They commented from their winter home in Florida.  Yeah, it sounds like a hardship.

Also, Tim Horton's is also the company that fired an employee who gave a toddler a free timbit.  A week or so another franchise made news by not giving a customer a glass of water because they wouldn't be getting any money for the cup.

It sounds like the kind of company that is motivating people to provide above and beyond customer service.

Tim Horton's needs to listen to the leadership wisdom of Richard Branson.  He says that instead of putting energy into making customer's happy, he puts energy in making his employees happy.  Happy employees will automatically make customers happy and satisfied.  It sounds like common sense.

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