08 May 2008

Tim Hortons? BAH!

Is that iconic, and quintessentially Canadian company, Tim Hortons, truly that BAH? Apparently so, as reported in this Globe story. Timmie's apparently fired an employee for giving a free Timbit - that is one Timbit - to the 11-month-old baby of a regular customer. The three (three!) managers who participated in the firing tribunal with the heinous act of thievery caught on tape were just following orders: " Giving food away free is against the rules, said Tim Hortons district manager Nicole Mitchell. "Employees aren't allowed to give out free products and that's the bottom line,” she said. “She gave out free product and it doesn't matter if it is a Timbit or a coffee or a doughnut or 10 sandwiches or what.”"

The Bureaucratic, Administratively controlled, and Hierarchical mind cannot distinguish between a sixteen-cent Timbit given to the upset baby of a customer who, over time, likely spends hundreds of dollars at the outlet; and stealing cash from the till (which is, effectively, how they view the "loss" of the Timbit). And, of course, no consideration whatsoever for the public relations damage of this firing - a break in the socio-psychological valence with the community at large.

Pretty dumb, Timmie!

Update: Tim Hortons reversed its decision and rehired Nicole Lilliman. The Globe reports, "in a terse press release, the company blamed an overzealous manager for the firing, which threatened to become a public relations nightmare as the story gained traction in the media Thursday."

Overzealous manager? Then how does the company explain the response of the district manager, plus the action of three purportedly "overzealous" managers? BAH, BAH, BAH!

[Technorati tags: | | ]

7 comments:

Anonymous said...

Personally I am shocked how callous of an interview this Nicole Mitchell gave. Tim Horton's is supported by the working class individual and should be more sensitive in their actions. I hope people botcott Timmie's until they rectify their actions and comments. I am particularily ignited by knowing they have been giving my dog "recycled" food. What is recycled food doing in the areas of production???? Maybe that baby got one too.
BAD MOVE TIMMIES

Anne said...

Nicole Lilliman, the employee who gave away the Timbit, should be easily hired by a company who has compassion and can see the big picture.

The best of luck to her. She is the kind of employee we like to hire.

Louis and Zanna said...

$.16 for a Timbit or millions in bad publicity....

I am disappointed that the CP reporter let the manager get away without explaining the "recycled" comment further, or verifying the earlier comment from the fired person about children receiving the timbits.. It would also be good to get more stories confirming that others have received free items.

It will be interesting to see the fall out. Even if there had been other issues (which has not been alleged), having something like this be the final straw is just stupid.

Kate said...

The managers should be fired since the cost of hiring and training a new employee far outweighs the cost of a 16 cent timbit. Not to mention the lack of trust between employer and employee that was created by this firing. Tim Horton's alleging that this individual was less than a good employee portrays this company as lacking in understanding, empathy and integrity. This is not theft - this was an employee who used good thinking skills to show a customer that the company cares. The very least the managers should have done is asked her to pay 16 cents and maybe a reminder in her personnel folder. Finally, I can't believe these three managers watch those cameras. Don't they have other more important duties to do to ensure Tim Horton's operates smoothly? This seems like they were looking for an issue to fire her - and it makes them look bad. Bad, very bad. Here's a mom with 4 children working to make ends meet. Now that's a woman with perseverance! Could they do what she does? I don't think so. They hide behind the company and its rules to justify this firing. To flaunt the rules and say Tim Horton's is right and brand the woman a thief and fire her is beyond common sense. This company needs new management!

McSwiggins said...

First of all, if there were other incidents with this employee, I think they would probably make it clear that this was not the major reason for the firing. To me it sounded like halfway through the interview Nicole Mitchell realized that the average consumer doesn't agree that she caught and disciplined a thief. Being a resident of London, I will not be consuming any Tim Hortons products, especially from Tim Hortons @
11 Baseline Rd E
London ON, N6C 5Z8
Tel: (519) 433-8890
until at least Nicole Mitchell is fired.

Anonymous said...

I'm boycotting Tim Hortons until I hear that the managers that fired this employee are fired. I consider them to be abusive of their authority. I have been going to Tim Hortons almost every morning for years - I hope more people follow my example and maybe help to ensure these types of managers find themselves on the unemployment line.

Anonymous said...

I, once, went to Tim's and ordered ten Tim Bits, opening the box at home I discovered 13 inside. I don't believe that it was an accident, just a kind member of staff. I aways go back.

Note that last sentence.