Success and Weakness

   

  What service do you expect to Fast food restaurant? Price? Or speed of delivery? 

    Continuing from the last time, I am going to talk about success and weakness with Tim Horton as a topic.

    Tim Hortons is the most popular coffee chain in Canada. You will see tons of red letters that say “Tim Hortons”.

    I would say offering various coffee with reasonable price is one the success with Tim Hortons. A cup of small size coffee only costs $1.59, even though you order large size coffee, $2 is enough. Not only coffee, but also their donuts are popular with a wide range of customers. They also sell muffins, and light meal such as wrap or sandwiches. This is the biggest reason that Tim Hortons is loved by people.

    To be honest, their customer service is not high levels. Average greeting, smiling, and attitude. But it is fine, because what people expect from them is not great customer service or a bright smile, but to receive the ordered items as quickly and accurately as possible. But if you got to KEG restaurant, you will have more expectation as a service. 

    By the way, have you ever checked the reviews of Tim Hortons? In the review, those who give low ratings mainly point to the speed of the service. I think each person has a different sense of speed. So, even the service isn’t actually slow, some people feel “it’s slow”. Or maybe the timing when that customer visited was busy time. 

    I figured out some store in down town have installed Kiosk for self-ordering. I would say it is convenient and useful system for both customer and staffs. The reason is it will reduce wait times also assisting workers. 

As Tim Hortons is kind of fast food restaurant, customers require speedy services to them. Customers, particularly those who visit a fast food place, are accustomed to receiving things quickly. That is why, installing Kiosk is a good way to improve their service faster and easier. 

    As the result, if the service skills of all employees at Tim Hortons, a fast food restaurant, are improved and if they can provide stable service at any store like Starbucks, it will be accepted by more people.