“Slow Service” at Tim Hortons

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“Slow Service” at Tim Hortons
Tim Hortons is widely known for its brand, “Welcome Home.” By offering a comforting and consistent atmosphere, combined with product quality, the brand has capitalized on a generation addicted to caffeine. However, this otherwise untarnished image has some exceptions, one of which is their slow service, which has proven to be a customer service weakness for the brand. Due to their slow service, Tim Hortons has, in turn, experienced a system turn off, which is a result of the way the company delivers its services. When service is inefficient, troublesome, or unnecessarily complicated, customers experience system turn offs.
When it comes to service efficiency, Tim Hortons appears to be clueless. The main problem denting Tim Hortons’ service delivery is their lack of an ordinary fast food assembly-line type process. As observed by one customer, when an order is placed at Tim Hortons, the employee (cashier) who enters the order and takes the money, is the same employee responsible for preparing and handing the order. Additionally, in case the coffee maker runs out, the cashier is tasked with refilling the beans – before delivering an order! This clearly slows dow...