I ordered a Double Double, and I received an Experience

I ordered a Double Double, and I received an Experience

I was in a bad mood.

My infant son was sick, I wasn’t feeling well, and I was trying to juggle the regular day-to-day activities (work and personal).

I decided to go through the Tim Hortons drive-thru for some salvation…a double double, hot coffee hug. Little did I know, I was going to receive more than my usual customer service experience.

I admit that I have certain expectations and compromises when I order through ANY drive-thru.

My expectations are as follows:
– Reasonably fresh food.
– Beverages are hot or cold (as intended) not room temperature.
Customer service is fast, and acceptable.
– The order that I receive is the order that I placed – at least 90% of the time.

My compromises are as follows:
– Sometimes you get the older fries that taste like cardboard.
– Sometimes customer service is less than acceptable.
– The server can’t hear me.
– I can’t hear the server.
– I may drive away with an order that was meant for the next car.

It simply is an honest relationship that I have with any drive-thru.

I know the fast food giants don’t aim for acceptable customer service. But when I recently asked a server (from a major fast food chain) if there is caffeine in the coke zero, she laughed and said “I have no idea, we don’t know the ingredients”.

People are not perfect, and we are only human after all. Perhaps when customer service is less than great or exceptional it is because the person is tired, or thinking of their own kids at home. Maybe they are thinking of a homework assignment, or maybe they just had a grumpy or unruly customer. And sadly, they just might not take pride in their job, and understand how important their role is to the company.

That is until you encounter the exceptional customer service representative
who works at Tim Hortons
located at 1220 Brant Street in Burlington, Ontario.

I pulled up to the speaker (remember, I was not in a great mood), and his friendly and chipper voice came through the speaker. After I ordered my coffee, I asked if he could go through the cookies they had. With ease he recited what they had in store. And when I selected my treat, he said sounded genuine when he responded “great choice”!

As I waited in line to pull up to the window, I realized I had a smile on my face! His simple and easy joy and seeped over my dismal mood. I felt happy. When I got to the window, I asked for the person I spoke to. I praised the adult male for his superior service, and told him that he had made my day…and yes, I left a tip.

I had an experience that day. The gentleman that served me was kind, easygoing and happy. This didn’t take any extra. He also seemed to take great pride in his job. As an added bonus, he lifted my spirits by reminding me that even as strangers we can be joyful with one another. Happiness is contagious. When you pass it along, you never know the affect you will have on another human being. And aside from that, I now go out of my way to return to that Timmies – for the experience and that hot coffee hug.


  1. May 23, 2014 at 8:40 am

    Love this! Smiles are free as is the choice to be happy or not! Yes, I'd go to that Timmies forever. He's going places and only because of his choices not his circumstances.

    Reply »
    • Michelle
      May 23, 2014 at 11:21 am

      Thank you Patti! Yes, with his choice in attitude, I think he will go far! Attitude, pride, and taking ownership of the task definitely stood out for me.

      Reply »
  2. May 23, 2014 at 3:04 pm

    What a great story. This is what great customer experience is all about. It's not rocket science. It can be easy. I say CAN be, because it all starts with the right people in the right role. Something I like to call putting the "Aces in their Places". It all starts with the best possible hire you can make. Then, creating a great experience for the employee. In turn, you will see great external customer service. I love these stories. We don't hear enough of them IMO.

    Reply »

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