Wednesday, November 17, 2010

Have A Nice Day

You all know how much I love my Tim Hortons. Although recently, they've been slipping. I wrote about this once before here.

I'm a big fan of quality customer service. In my teenage years I was a career waitress. I took pride in giving my customers quality service and an enjoyable experience with no hassel. I guess that's why I'm so dissapointed when people don't take the time to make sure the customer is satisfied.

Yesterday I made my after-work stop at Tim Hortons for a quick bite to eat before I went to class. I ordered an XL double-double coffee with milk, a LG chocolate milk, and a cheese tea biscuit. A simple, easy order. I pulled up to the window, handed the cashier my pay pass card and waited.

The first thing to come through the window was my chocolate milk. I took it from him, and noticed as I did so that something wet squished through my fingers.... it appeared to be whip cream. The cashier had already dropped the window, so I knocked.

Me: Um, excuse me..
Him: Yes?
Me: There's something on this... (I held it up to show him)
Him: Oh. No problem. (he hands me a napkin)

I wiped the crud off my hands and held the chocolate milk back towards him

Him: Yes?
Me: Um, could you wipe it off with a cloth or something, or can I have another one? This one is sticky.
Him: Ya. I guess. (takes the chocolate milk back through the window as if it's the most tedious chore ever).

He handed me my milk back. It was still sticky. I gave up and threw it on the seat beside me. He also handed me my card back.

Him: Have a nice day
Me: Um... I'm still waiting for my coffee....
Him: Oh. Right. Hang on.

While he's busy making my coffee... the line is piling up behind me and I can sense from the arm waving going on in the next vehicle back that people are getting impatient. I feel awkward. Finally the guy hands me my coffee.

Him: Have a nice day.
Me: Um... my tea biscuit?
Him: Oh. Did you order that? (the girl working next to him says... "Yep... a cheese one".
Him: Oh. Do we even have those?

He walks over to the display case and checks out the situation... and comes back empty-handed.

Him: We don't have any.
Me: But I've already paid!
Him: Well, do you want your money back, or would you like something else?

I've now been sitting at the drive through window for about 7 or 8 min. I think the cycle time is supposed to be less than 60 seconds. Much more hand-waving happening in the truck behind me and everyone inside the store is sitting around idle, waiting for the next order.

Me: Just give me a doughnut.
Him: Sure. (goes and gets the doughnut and hands it to me).
Him: Have a nice day.
Me: How nice of you to say.

I'm now irritated. This has been happening more, and more often of late. I even switched to the other Tim Hortons accross town. I'm actually thinking of switching to McDonalds coffee (gasp!). I wouldn't have minded all the trouble if he would have at least apologized for the wait or showed any kind of desire to help me at all.

In the big picture, this means nothing. A minor inconvenience in a world with bigger problems. But in a customer-service industry, you would think I would get some customer service for my money. Maybe even a smile.

Ok. I'm done ranting now.

Have A Nice Day.
Picture from Tim Hortons official website here


Mara said...

I hate it when that happens. It seems as if service has become a bit of a dirty word lately!

Madame DeFarge said...

I've never heard of Tim Hortons. This is a whole new experience for me. But I do agree that customers are becoming a major inconvenience for retail staff these days.

Carolina said...

In the Netherlands we have a saying: 'de klant is koning', or 'the customer is king'. Not that it means anything anymore. I'm feeling irritated only reading this. Stupid boy!

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