My goodness and I’m Christian Robicheau welcoming you to the final weekend of July!
Where has this summer gone?
Today, I am sharing a personal story from our president Donna J. Jodhan.
We invite you to read and to send along your comments to donnajodhan@sterlingcreations.ca.
Happy end of July weekend.
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The Tim Horton tale
By Donna J. Jodhan
Tim Hortons has long been a beloved staple in the world of fast food and casual coffee culture. Their food and drinks are nothing short of remarkable—yummy, delicious, and impressively imaginative. Whether it’s a perfectly brewed cup of coffee, a satisfying breakfast sandwich, or their signature Timbits, the menu consistently delivers both comfort and quality.
However, there’s a crucial ingredient missing from this otherwise winning formula: customer service.
It’s not enough to serve great food if the experience of receiving it is marred by poor human interaction. Customers should be met with warmth, professionalism, and respect—values that should be non-negotiable in any service industry. Unfortunately, some Tim Hortons outlets fall noticeably short in this area.
When customer service agents seem disengaged, fail to make eye contact, or resort to tossing change on the counter instead of placing it politely in a customer’s hand, it sends a message that is the opposite of welcoming. Language barriers may sometimes play a role, but that only underscores the need for proper training in communication and cultural awareness.
Excellent customer service isn’t just a bonus—it’s a business essential. It’s what encourages loyalty, builds trust, and makes the difference between a one-time visit and a lifelong customer.
We sincerely urge Tim Hortons to invest in raising the standard of customer engagement across all outlets. With products this strong, aligning service quality to match could elevate the brand even further in the highly competitive fast food market. The potential is there—and with the right focus, the Tim Horton experience could truly become legendary from the first sip to the final smile.
I’d like to leave you with this for consideration.
Illustration Description:
The scene is set inside a bustling Tim Hortons café, golden light streaming through the wide front windows, illuminating rows of glistening pastries—maple dips, chocolate glazed, old-fashioneds—stacked behind a gleaming glass display. Behind the counter stands a young customer service agent, her uniform crisp, a headset perched lazily on her head. To her right, fresh steam curls from cups of hot coffee; to her left, ice crackles in frosted plastic cups filled with creamy iced cappuccinos and fruit coolers.
A customer stands at the counter, hand politely extended, waiting for her change. But instead of placing the coins in her palm, the employee smirks slightly and lets the coins fall—clink, clatter—onto the tiled floor. The sound cuts through the background hum of conversation and espresso machines. The customer’s eyes widen, her hand still outstretched, disbelief mingling with embarrassment as a hush briefly ripples across the space.
Behind her, a line of customers watches, unsure whether to laugh, speak, or pretend not to notice. Above it all, the aroma of fresh donuts lingers in the air—sweet, warm, and sharply at odds with the coldness of the act.
Note: The customer is blind!
Image = A red Tim Hortons coffee cup with a tan lid sits on a wooden table near a large window, with an urban street scene visible in the background; the cup features the brand’s white cursive logo, and outside, a mix of blurry buildings, a green traffic light, and a few pedestrians and cars are seen in soft daylight, suggesting early morning or late afternoon.
To learn more about me as an award winning sight loss coach and advocate visit www.donnajodhan.com
