Wednesday, August 27, 2008

Dear Tim... A rant about customer service

It is no secret that I'm basically a whore when it comes to a good cup of coffee.

It is also no secret that I put Tim Hortons at the top of my list when it comes to getting a good cup of good coffee.

If you don't know me well, or are doubting the accuracy of those first two statements, please see here, here, here, here, here, here, here, here and here.

So, Tim... Why is it that when I walk into your restaurant (and can watch the nice lady behind the counter) and order a bagel double-toasted that you put it through the toaster 2 times, just like I ordered.

BUT, when I go through the drive thru and order a bagel double-toasted that you invariable hand to me out the window a bagel which is not only not double-toasted, but that obviously hasn't been in the toaster long enough to get warm?


Does it have to do with getting my order out to me quickly? If so, I'm not in a hurry. I am aware when I order said double-toasted bagel that it take twice as long to run it through the toaster twice. I'm happy to wait.

Does it have to do with keeping me from slowing up the line and making other customers wait? I typically go through the drive-through well after the "morning rush", and doubt this is the case... but if that is the reason, please just tell me that if I want my bagel torched I need to come inside.

Or does it have to do with the fact that I'm going through the drive thru and you know that it doesn't really matter what you hand me out the window because I'm not going to go to the trouble to turn around and complain about a bagel which only cost me a buck twenty-five.

I have a deep seated irritation that this might be the case.

Now... before you go accusing me of having "one bad experience" or "just hitting you on a morning that you were off", let me just go ahead and say that this happens to me almost every time I go through the drive-thru and order a bagel at ALL of the Tim Hortons in a 20 mile radius of my house.

  • Walk in. AND
  • Order a double-toasted bagel.
  • Receive a bagel which is crunchy and slightly charred
    (just how I like it)
  • Go through drive-thru. AND
  • Order a double-toasted bagel.
  • Receive a bagel which is chewy, and possibly warm.
    (still very edible... just not what I ordered).

Am I going to stop going to Tim Hortons? No, obviously not... Despite the bagel fiasco, they still make the best cup-of-coffee on the block.

Am I going to stop ordering bagels through the drive through? No, probably not. There is nothing wrong with a slightly warm, chewy bagel... It just isn't as good as a slightly charred, crunchy bagel.

Am I actually going to complain to Tim Hortons? Call the manager? Send a nasty email? No, probably not. My frustrations are pretty much worked out now that I've vented.

The coffee was great this morning. The slightly warm, yet chewy bagel will hold me off until lunch.

Rant over.

Back to shaving the yak.


Jenn Ruggles said...

Your wife will complain for you if you like.

Sarah said...

I think you should unleash the rant on the drive thru person. I'm sure she would enjoy it : )