MOT at Tim Hortons

Do you like coffee? Do you like Tim Hortons?

YES! I am a coffee person, and I love Tim Hortons!

There are two Tim Hortons stores near my workplace. However, I only go to one of the stores. Why do you think that is ? Because I became a loyal customer of that store. 

    

It happened few month ago. Usually, I use Tim Hortons app to get discount. When I was going to activate coupon, the app didn't work. As the staff looked a bit frustrated, I gave up to use coupon. I was sad that I was unable to purchase what I wanted at a discounted price. Even though there was no customer behind me, the staff’s attitude made me more upset and after all I got coffee without joy.  

 Something similar happened again. But, it happened at another store (For simplicity, let’s call it “B”).  When I open the app, it didn't connect internet quickly. I was a bit upset as I remembered the previous unhappy experience that I had, also I noticed that there were some customers waiting behind me. However, the cashier was pleasant and helpful. "Take your time," she said as I took a long time to show my QR code, and while I was waiting, she prepared my order. 

From my experience, I found out that how important the impression that staff gives to customer. It will be a strong point to gain loyalty from customers. 

 Secondly, there is more reason why I only go to store “B”. Some stores, especially located busy area run out of baked goods from time to time. I usually get coffee with some baked goods, so having the products on display is really important to me. Store “B” prepares baked goods and refill them frequently, so that I can get it whenever I visit. 

 Also, the teamwork, in my opinion, is also excellent. Even if there are long queues, since they provide services in a simple and quick way, my turn comes soon. It's essential in fast food restaurants to handle customers as soon as possible. Customers, particularly those who visit a fast food place, are accustomed to receiving things quickly. For them, the faster the better. 

In conclusion, what I wanted to say is “ The impression directly connects company’s evaluation” and “Knowing your customer’s needs ”. As I mentioned about loyalty, all impression such as attitude, behavior that they give to customer must be nice, clean, and trustworthy. Second, customer expectations vary by job and role. Therefore, hospitality staff  must understand what is expected of them and strive to pass that on to their customers in the form of service.