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

Caution... In Training.

http://www.timhortons.com/

Hubby and I were doing our usual mad-dash errand running after work last night, when I decided that I just HAD to have my Tim Hortons coffee fix. The line up was only 2 cars long so I figured we should be able to make it through drive through, and still be on track to run out to the local WalMart and still make our movie on time. We pull up to the speaker. I order 1 large coffee with 2milk and 2 sugar (god I miss those french vanilla cappuccinos..).

I began to get suspicious when the car in front of us shut off his engine. Why would someone need to shut off their engine to be in line for 30 seconds to get a coffee? Maybe he was trying to prevent global warming by decreasing his vehicle emissions? Weird. We put the car in park and waited.

About 3 minutes went by and still nothing had come out of the window... what was this guy ordering? A full course meal? What a jerk to make a huge order in drive-thru. I mean, there are no rules limiting your order, but it's just plain rude to hold everyone up when you could go inside and with your larger orders. Someone else has now pulled in behind us effectively trapping us in the line-up until we can exit after receiving our order.

Finally she hands him one medium coffee and hubby and I sigh in relief. Awesome. He's got what he needed, and now it should be our turn. 10 seconds later he hands the coffee back through the window.... what? What's going on? After all that time they didn't even give him what he ordered? Wow. Coffee is what this place does. How could they screw that up? 2 minutes later she hands him a large coffee, and he spins out of the parking lot in a hurry. Well, there goes one dissatisfied customer.

YAY, it's our turn! My mouth starts to water in anticipation of the bitter-sweet richness that is my obsession. Just thinking about the dark, smooth aroma instantly lifts my spirits. We pull up the window and the girl stares at us blankly like she has no idea why we would possibly looking at her expectantly. I read her name tag... it says "In Training". Ohh. Well, that explains the speed problem. No worries, people have to learn sometime right? My irritation evaporates and I smile at her through the window. She is still staring blankly. Finally hubby knocks on the window and she opens it...

Hubby: Um... do you want our money now?
Trainee: Sure. Thanks.

Said trainee takes the money and turns back to the counter. We can see that she is not putting the money in the register, but instead carrying it around in her hand. She is standing there staring at nothing, and after a few minutes turns back to look at us as if wondering why we are still there... I speak up:

Me: Um, my coffee?
Trainee: Oh. Sure.

She pops out of sight for a moment and comes back with a large cup.

Me: 2Milk 2Sugar?
Trainee: No. 2Milk 2Sweetener.

She moves to hand hubby the cup.

Me: May I have one with sugar please? I don't like sweetener.

By now we have been in the drive-thru for a total of 10 minutes and hubby is VERY impatient with me, the poor girl, and the entire world in general. We are running behind schedule and hubby hates being late... (Aside... I am late for EVERYTHING.... so this really doesn't shock me at all).

The trainee hands me a new coffee and we drive away. She never did give us our change... good thing I didn't give her a twenty. Hubby is muttering under his breath and driving like the world will end if we don't get out of the parking lot ASAP.

I open my cup, mouth watering. It was worth the wait, I think. I take my first sip and almost spit it all over the windshield. By now I am laughing hysterically, as if this is the most hilarious event ever.

Hubby: What now?
Me: Um. Well.... she got the 2milk 2sugar thing perfect.
Hubby: Good. So you got what you wanted then...
Me: Not exactly... I'm afraid that she's given me tea.

Hubby threatens to turn the car around.

Me: No, No, No. Tea is just fine. Lets go!

I can see the irritation is making Hubby's eye twitch. I try to sooth him by telling him about the lovely flavour of my steeped tea, (Incidentally.. I hate tea). It works and soon he is laughing too. We are both wondering where all the other employees were. Tim Hortons is usually run by a small army of workers to ensure super fast service and accuracy. They are considered to have one of the most efficient management systems in Canada. Who leaves a trainee alone to deal with drive-thru? Maybe no one else showed up?

We go and do our shopping, and drive by the same Tim Hortons on our way to the movie... which we are now late for. Cars are lined up around the parking lot and nothing is moving. It occurs to me at this point that Tim Hortons should probably consider putting up a sign at the entrance to the drive through that says: "Caution.... drive-thru attendant in training"... but then I changed my mind. It would completely take the mystery out of life.

Edit: We were mentioned on post of the day! Please go and check out David's work on autorblog if you have a moment! Thanks again David!