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Home : Top Stories : Employee fired over free Timbit getting job back

Employee fired over free Timbit getting job back

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CTV News: John Vennavally-Rao on a donut based firing
CTV Toronto: Woman fired for timbit
Canada AM: Woman rehired after being fired
A-Channel London: Reaction from customers outside Tim Hortons

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ctvtoronto.ca

Date: Thu. May. 8 2008 9:19 PM ET

A London, Ont. woman will be getting her job at Tim Hortons back after being fired for giving a free Timbit to a toddler.

A statement issued by the company's head office Thursday said the person who fired Nicole Lilliman, 27, went too far and that the single mother of four has been reinstated.

"Unfortunately the action of the manager of this location was not appropriate," the statement read. "With an apology from management Ms. Lilliman has been rehired by the franchisee. We sincerely apologize to our customers for this unfortunate incident."

Tim Hortons customers interviewed in London were less than impressed upon hearing of the firing.

"They're not going to go broke giving a child a Timbit," one woman told A-Channel London. "Shame on them."

Timbits are small balls of glazed dough that sell for $0.16.

Lilliman has said she didn't think much about giving the Timbit to the 11-month-old child, who came in with a regular customer on Monday. She said staff members often give Timbits to pets and children and that she was trying to calm the child.

Lilliman had worked at the store for about three years. She said was greeted by three managers when she arrived at work on Wednesday, who confronted her about the free gift after watching surveillance footage taken in the restaurant.

Uncomfortable with returning to the store from which she was fired, Lilliman will now work at another Tim Hortons location just down the street, company spokesperson Rachel Douglas told the Canadian Press on Thursday.

No decision has been made on whether action will be taken against the manager who fired Lilliman, said Douglas, adding she does not believe the manager's actions are ground for dismissal.

There is currently no company-wide policy on giving away free Timbits.

With files from the Canadian Press

Comments are now closed for this story

Consumer
said
0 0

Oh!
Come on. 1 timbit is not going to break the bank when it comes to Tim Hortons. If anyone should have been fired it would be the MANAGERS themselves for their actions.


lulu
said
0 0

OMG, how ridiculous. Timmies should be ashamed.


Dixie from Alberta
said
0 0

I keep hoping that with the high price of trucking costs that Timmy's will actually have to start baking their donuts again rather than trucking those 'not so good' frozen ones across the country. Since they changed I don't go there anymore. Getting fired for giving a fussy toddler a timbit it just nuts. What is the country coming to when a multi million dollar business can't trust the judgement of a 3 years employee when she gives away a $.16 item....I'm sure it broke their bank account. Shame on Tim Hortins.


kalymac
said
0 0

What the heck were those managers thinking?
To gang up (really all three needed to fire her?)on someone for a .16 Timbit?
Perhaps this store needs a new Manager - perhaps Ms Lilliman should get a promotion?


cal
said
0 0

There's got to be a lot more to this story than meets the eye....



Van
said
0 0

Obviously very short sighted managers who do not look at the big picture of keeping customers happy and coming back. That small act of kindness to that person's child would inspire loyalty to Tim Horton's. If they had a problem with it, I could see a warning maybe but fired? Ridiculous! I hope they don't make her working experience there miserable as a result of this reprimand to the managers.


K Brown
said
0 0

I think the Manager should be fired for being sso silly over a $0.16 piece of fried dough. Every time we go to the grocery store Sobey's or Safeway, the bakery always give free cookies to our kids, it helps keep them occupied and puts a smile on their face. The last time I checked, Tim Horton's is a booming viable franchise with no lack of customers or revenue. It's downright ridiculous what this manager did. I think customers in that location should boycott that Tim's for a week and really show the manager what an "actual" loss of revenue is, especially parents with small children.


Linda
said
0 0

How times have changed! When I was a kid it was normal practice for businesses to give freebies to kids. When we went to the butcher we each got a free weiner to chew on. The gas station guy gave us suckers and the baker gave us cookies. The difference? These places were OWNER OPERATED not huge greedy corporations!!


Tom
said
0 0

Bravo for Tim Horton to reinstate the woman. She is the one knows what customer relation really is. I would look at her resume and assign her to a customer relation position.


Joyce
said
0 0

3 points
1. It's pretty cheap to fire a person for 16 cents. If they are that cheap, they could give her a warning the first time.

2. It could be a cheap form of advertising and to the company benefit to give them to kids.

3. On the other hand, perhaps she should get permission first or pay for it herself.


Total Silliness!
said
0 0

Fired for giving a timbit to a child! Who would have thought! I guess the managers there have never noticed that at some grocery stores kids are given a slice of deli meat and/or a cookie. How about the free treat of the week and McDonalds or the dog treats that are available at the drive thru?? Small things like that, keep customers and the children happy and bring them back again!!! Those managers need to give their heads a shake and spend some more time thinking about what makes for a good buisness practice!


Mason
said
0 0

This was a implusive management decision to a minor incident, that could have been handled differently. I will rethink where I spend my money in this marketplace based upon these ill concieved decisions.

Many coffee houses out there!


David in Exeter
said
0 0

Yup - it's a twisted society when it's ok to give to an animal but to a human being - now that's just going to far! Come one people of plant earth - when did compassion come with a price tag. The manager should have to take some sensitivity training classes to educate themselves on what it means to be humane. It's not the dollar amount - it could have been hundreds - and it's not the fact that Timmies is very profitable so they can afford it - it's about being decent to one another on the big blue marble. If it were me I am not sure I would want my job back under that manager - no compassion - simply focussed on the dollar - and that is NOT what business is about. Business is about PEOPLE!


DEA
said
0 0

After 3 yrs as a good employee, she is fired for good customer service? The inmates are running the asylum! In these times when the top brass of Enron steal millions of dollars and get a slap on the wrist, these clowns fire this woman who was just being a good employee.

Stephanie
said
0 0

For the love of God....what happens to all the Timbits that are left at the end of the day, they throw them out! So, what's the deal with giving one to a child..they give some to dogs who go through the drive-thru! Silly


LMJ
said
0 0

Good gracious, fired over a timbit. Those things should be free, as samplers. Sometimes it takes a reality check, such as this, to make managers and their associated BIG companies, who pull in millions of dollars a year in profits, realize that a little good PR once in awhile goes along way in your community's eyes.


Yvon
said
0 0

I'm sure this got Tim spinning in his grave. I go through the drive through all the time and the manager herself is always giving my side kick passenger (my Dog) a Timbit treat. I better repay them because I would feel so bad if she got canned from her job over this.


Gord
said
0 0

Shame on Timmies, maybe the regional should be taking a hike along with a franchisee. Some people just don't think!


zdarma
said
0 0

Why is everyone admonishing Tim Hortons? The company didn't fire the employee, the manager did. T.H. did the exact opposite of the manger and hired the person back. What would be of real interest to the article is to see how long it took between the person getting fired and then re-hired by T.H. If it took them weeks or months, admonish T.H. all you want, but if it is only a matter of days, the only person who should be getting bashed are the managers, who I think need a sensitivity training course of some kind.

You would think that one of the three would have thought, it's 16 cents, let's not make a mountain out of a mole hill. Sometimes the foolishness of people never cease to amaze me.


Denny in Saskatchewan
said
0 0

Oh stop with the 'bash Tim Hortons' comments. The manager made a dumb decision, it was actually the company who gave her the job back.

Good for Tim Hortons, shame on the manager.


GBC
said
0 0

I couild not believe it when I first heard this story this morning. That Tim Horton's store should be ashamed and the Managers dealt with. Tim Hortons did the right thing with their response but there still should be some compensation to this lady not just her job back. A nice gesture to this lady would be 2 weeks paid vacation above what she already gets. Do the right thing Tim Hortons....


A Timmys Regular
said
0 0

Tim Horton's enforcement of the policy seemed more robotic than humane and taking an all-or-none approach has caused them much embarrassment. I know these policies exist for a reason but to enforce them over a single Timbit is foolish. I wonder if management at this location is equally tyrannical in other matters?

Consider what becomes of the many stale products at end-of-day, or even the gallons of coffee that is poured down the drain if unsold after 20 minutes...wouldn't they be throwing away far more than they sell?

Consider all the other factors....it was the child of a regular customer who likely spent hundreds of dollars at this location. The employee was trying to help soothe a fussy baby, which any parent would appreciate and so would the patrons of the store for the sake of some quiet. The fallout from people taking their business elsewhere (including that regular customer)...it's not like there's a lack of Timmy's out there.

Glad to see common sense prevailed in this case. The firing manager should be sent for some compassion training. I only hope that there is no lingering animosity over this incident.


MB
said
0 0

HAHAHAHA....

PR nightmare. My daughter regularly gets free Timbits. It's how you build a return clientèle. A 17 cent (or whatever it is) cost to generate significant return business is good business.

TH should be more involved with their franchisees to avoid PR embarrassment.


Van
said
0 0

I agree with the sentiment out there...Tim Horton's are you listening? Make a point to single out this good employee and give her a very publicized promotion for good customer relations. Maybe relocate the lousy managers who did the firing and put her in one of their positions. Perhaps Tim's would do well to set aside a "give away" basket of Timbits for instances like this. Come on Timmies, spin this to a positive!


Sean
said
0 0

This abusive situation made me so mad that I went to the tim hortons website and complained. I am happy to see that they got a clue and rehired her. I also hope they have the good sense to erase this from her permanent record so it doesn't haunt her someday when she tries to get a real job.


Shaking My Head
said
0 0

Make an example of Ms. Lilliman's extraordinary customer service. The 3 managers who participated in the reprimand and subsequent dismissal of Ms. Lilliman should be sent on extensive management training. Damages should be sought for the emotional turmoil and certain embarrassment that was caused to Ms. Lilliman. All this for an amount that is probably swept off the floor in Tim’s.


DS
said
0 0

If the story is true on its face, I'm quite glad that headquarters had her reinstated. I've known several people who worked at Tim Horton's in their younger years - and free giveaways happened more often and in more significant amounts than this.


Starbucks rules!
said
0 0

That's why I go to Starbucks! They give free samples all the time.


Karen
said
0 0

I agree with the consensus- shame on the managers for firing this woman. They should be the ones who get fired- for stupidity & lack of common sense.
Bravo for Tim's head office for rehiring this poor woman- now what are they going to do about the ridiculous managers?


charlie
said
0 0

Nice one - they fired her for giving away a 16 cent Timbit. Let's see - 16 cents versus how much in negative publicity? Sounds like some manager needs a good swift kick in the doughnut! Another item - "confronted" by "three managers" who had watched "surveillance footage" - where is she working, CSIS headquarters? Wow - I didn't realize the doughnut business needed such high tech security measures.


Holly
said
0 0

Another shameful part is that it only costs Tim Hortons .007 cents to make the Timbits..as least that's what my count sheet on midnight shift said when I used to work there.


JW
said
0 0

At, my local Tim's, the staff stuff a 20 pack of timbits to the brink of explosion. Once I counted, and I got 43! One lousy Timbit in this case gets someone fired. Wow.


Liz
said
0 0

Tim Horton's gets my business because MOST drive-through staff give my dog a free timbit and a drink of water (if I ask nicely). Hopefully, this franchise is a sad exception. The old rule is that 'if they want to fire you, they will find a way'.


fi fi
said
0 0

Country Style Here I come!!!!


Steve in Aylmer
said
0 0

Message to the 3 Amigo`s.

Congrats, that 16 cent timbit just cost a chain franchise valuable good will that is simply too hard to buy back.

In spite of the fact the lady was reinstated most comments are pounding the company`s name.

Hope that was worth 16 cents.


Bob
said
0 0

Why would she want to go back to a lousy minimum wage job she just got fired from?
I hope she is able to take the publicity and have some one offer her a decent job with a decent employer.


googler
said
0 0

Considering how many donuts get thrown in the garbage on a daily basis when they get "stale" at a typical Tim Hortons, one Timbit is not even a speck on the radar. There has to be more than meets the eye here.


Andrea
said
0 0

I think this is nuts! I once went in to Tim Hortons and only ordered 1 timbit (I needed it for a cake project) and the woman gave it to me for free! Does this mean she was fired too?!
The company should have just given her the warning and asked her to give them the 11 cents for the timbit!


Ken - SW Ont
said
0 0

Now it all makes sense. On my way back from the GTA last weekend I stopped at a London TH for a snack. Our dog was in the van. At our local TH they always give the dog a day old timbit. The lady in the drive through in London said that she would be fired if she gave the dog a timbit and I would have to pay for it.

TH needs to understand that giving my dog a free day old timbit goes a long way to my repeat business.


MattD
said
0 0

Managers make stupid decisions all the time. I got fired from a Subway for giving a customer a promotional cup (Terminator3 I think, may have been T2 though) from the hanging display after we'd run out. The manager was furious that I'd defaced the display and didn't care how mad the customer had been when he was told he couldn't have a cup when there was one hanging right in front of him. ...
Good for this lady for bringing her problem to the Timmies corporate people and getting a sensible outcome. I should have done the same but it was one of 3 jobs I was working and was actually happy to leave.


Terri
said
0 0

So...my dog can get a free timbit everytime I go thru the drive thru, however, someone can get fired for giving one to a child?

Where's the sense is all of this??


WOWED
said
0 0

I have never heard of something so ridiculous. $0.16 seriously!!!! They just raised the price of coffee $0.10 a cup, I am sure they aren't losing money on a freakin timbit!!


A view from Charlottetown
said
0 0

TSK TSK

How low can Tim's go? This extremely bad move goes to show you how cheap big companies are getting.

In Charlottetown they now charge for the timbit for a dog.

I enjoy Tim's coffee but since they switched to the frozen pastries I have cut way back on purchasing food. Also it is very scarey how many calories those things have.


Lorraine Darling
said
0 0

This certainly does not apply to all Tim Horton locations.

Often times, when my family and I are returning from the cottage, near Campbellford, we will stop and pick up "one for the road".

Without fail, as we go through the drive-through, the server will notice the dog in the back and ask if he (the dog) can have a cookie or a timbit plain donut.

I think the Manager got a little too zealous in this case, don't you.

Let's not throw the baby out with the bathwater. Tim Horton's are very community oriented and do good things.

Have a great day!


Gord
said
0 0

This is the most shocking inhumane firing I have ever heard of. Until I hear the managers are all fired or demoted my Timmy days are over. As a business owner myself I just find this story unbelievable. I urge everyone to go on Tims corperate web site and call customer service and let them know what you think about this.


Karen
said
0 0

Obviously these people have not taken a page from Crispy Cream Donuts business practises since they give out samples of whole donuts. As a non-coffee drinker I believe Tim Hortons to be way overrated since their frozen donuts are not that tasty.


Ed Larmour
said
0 0

You don't have to be a Rhodes Scholar to figure out there is more to this story than one 16-cent Timbit.


JHM
said
0 0

Here we go again, more twisting the whole story and people believing it, how naive. Whats the whole story here...more to it than that for sure.


dl
said
0 0

I have personally witnessed Tim's employees throwing out day old donuts to the garbage and the seagulls. I asked years ago why these day olds could not go to hungry people and was told it was against company policy. MAYBE IT IS TIME TO REVIEW YOUR POLICIES! This whole situation is crazy!


Vera
said
0 0

I worked at a Tim Horton's for years, and it was a good store, the franchise owners were fantastic, raises, promotions, etc., always doing things for the community. However, I know I was lucky at that specific Timmie's. In many cases in franchises, the owners and managers call the shots, and it has moved away too much due to large growth from the 'Core' standards. One of the things that drives me insane is when I pull up to the drive-through, and instead of asking what I want, they PUSH items at you, example "Can I interest you in a Boston Cream Doughnut", man, upsell before the person even goes to place their order, meanwhile, the drive-through is backing up as this takes time that could be better well spent at moving the customers through with speed and efficiency. Sad thing is, if the staff doesn't ask you, they are reprimanded by their manager.


Roger T
said
0 0

Nothing is free people. 1 or half doesn't matter. it's the principle that matters.

You people who are sympathizers are not using your common sense cause it's not your company or business.


Hans
said
0 0

OK, but what is the rest of the story?


Nancy
said
0 0

Don't worry folks, I sent the 16cents to Tim Hortons this morning. The company yacht is saved.


Perry
said
0 0

there are a lot of 'oh my God' comments here, but without the whole story and being a former small business owner, I'll reserve my judgement.

Michael Russell
said
0 0

Why is everyone jumping all over Timmies, the francise stepped up by reinstating Ms. Lilliman and reconized they had to find her another location to work in which they didn't have to do. I am in big favour of boycotting that one location so something has to be done about the management team.


Garry
said
0 0

I'm offered a free timbit every time I go throught the drive-thru with my dog. Seriously, is this store policy or are the nice girls at Timmy's risking their jobs just being kind?


Paul Childs
said
0 0

Do the math! 16 cents times everytime someone gives a timbit away times the amount of Tim Hortons in the country time 365 days of the year.... that could add up into the millions!


amber
said
0 0

Unvelievable! Theyre allowed to give timbits to DOGS for free but not a toddler???? I understand that costs rise but priorities please.


Donna Morrison
said
0 0

It is really sad how greedy Tim's has become... we travelled last year from Ont. to NS (we do it every year)and in every province at numerous stops the staff gave our dog a timbit. We were back home in Burlington and stopped at our reg tims..when the dog popped his head out for his regular tim bit... we were informed it was .17 cents when we questioned Tim's HO we were told that it was up to individual stores to make that policy..... so needless to say over a .17 cent Tim bit they lost the orders of 2 adults and 2 children travelling 4 provinces....with the dog


Michael
said
0 0

The Tim Horton's in Rona gives timbits to all children as a promo. It is a great marketing strategy.


Robert Jones
said
0 0

I must say that the Managers went over board here, but there might be more to this?
Congrats to Tim's corporate for reversing the decision however.

As for free Tim Bits, I can't count how many "dogbits" (those lousy plain ones) have been passed through my drivers window to give to my dogs when they are with me. One Tim's I know keeps a box of them by the window just for that reason. Maybe it is high time that H.O. put a policy in place so this does not happen again.

Cheers


Tony
said
0 0

Another good reason why not to buy anything from Tim Hortons, Second-cup, Star Bucks, and all the rest. I used to spend 10$ every day on coffee and cookies. In the money I saved in one year, I bought a home theatre. Buy the way, the coffee I make every day at home is ten times better than the one you can buy in these places. Something to think about :)


xncraft
said
0 0

My husband used to pick up bags and bags of day olds at our local busy TH. I just don't understand the brain of these managers to giving away a simple timbit to a toddler to quiet them. If I had been in line I would have been greatful. Also to go to a dedicated employee of 3 years with all three managers. What else did they have on her that it took all three of them to fire her. What about a simple warning that we don't do that etc.??? How ridiculous! Shame on the those managers. I go to London alot and we love to know which one this was...anyone know????????


goolonga
said
0 0

I can't believe the firing was warranted. I certainly am not a big fan of Tim Horton's anymore! In fact I quit!
It is ridiculous that a person doing a good deed could be dismissed.
I WILL NOT EVER GO INTO ANOTHER Tim Horton's store again! I'm even throwing away their mugs, coffee and other paraphenalia. Not Sorry


Lorne
said
0 0

I believe that Tim Horton's is no longer a Canadian institution and sold out to a US company.
This could be one explanation for the shift in PR work.
The bottom line is the almighty dollar.
I am aware of employees that work at Tim Horton's, who are treated poorly.
There is no recognition for a job well done.
The employees are constantly reminded of their poor work.
The managers who ganged up on the employee and fired her, were probably complying with company policy.
Suggestion: Customers should take their business elsewhere.


skeptic
said
0 0

63 comments so far, and only four people have considered the possibility that there might be more to this story (kudos to cal, Hans, Perry and Robert Jones; apologies if you were missed).

It's not like we have a stellar piece of journalism here: we got the statement from the head office representative offering apologies, we have the comments of some random customer (this constitutes "news"??), and a variety of paraphrased commentary from the employee. Why no comments from the managers? Nowhere does it say that they were unavailable for comment, or did not return calls..... So, what are the "reporters" doing, apart from interviewing outraged patrons?


RC
said
0 0

Sadly, there is likley to be some animosity from this manager after having gotten spanked over a stupid decision. I hope this ladies problems are over and the new work location might help. I think there must be more to this story however. Management sometimes looks for a clear violation of policy (however minor) to use as an excuse to terminate someone they want to get rid of. Why else would you fire a 3 year employee over nothing...when good jobs in this economy are literally falling out of the sky?


Mik
said
0 0

Here in Saskatchewan, there are help wanted signs everywhere! This woman was an employee for over 3 years, and is now fired because of 16 cents? I know of a couple of employers who would gladly hire a loyal employee who has been on staff for 3 years. As to the comments about this company going bankrupt, has anyone looked at their financial statements?


Dave
said
0 0

Nice back step Timmy, Ms. Lilliman should be considered management material due to her display of compassion, child psychology and initiative. I hope the new franchisee will recognize her and promptly make her an offer to run the spot.


Brian
said
0 0

But it isn't just one Timbit, is it. The story quotes her as saying the staff often gives away free Timbits to pets and chilren--how many would the staff give away if it came out of their pocket?


Dave Canty
said
0 0

I wonder how many times Tim Horton rolled in his grave? I enjoy Hortons but it sure has gotten away from its original simple roots. What a shame.


RM
said
0 0

I think this is a London Ontario thing. Everywhere else we've visited across Canada, the TH gives my 3 dogs a free timbit- in Ingersoll, they send them home for the dogs if they're not in the car! Except for London.
They'd rather throw out the stale timbits rather than use them for goodwill.
Kudos to that woman who acted out of kindness toward a regular customer and her toddler- the world needs more people like her.

John W.
said
0 0

Agreed that a single timbit is $0.16 and that it isn`t going to break the bank to give one away to a child, however you also need to ask yourself where to draw the line? Are you going to begin giving out free timbits to every child that comes into a Tim Horton's location? If so, then I can tell you that it isn`t going to cost them only $0.16. Tim Horton's afterall is a business and it must also follow rules and guidelines. I agree Firing an employee over that incident is extreme and at most the employee should have been coached.


Norm G
said
0 0

As a cautionary tale to all managers everywhere in this instant news, 24/7 world, this has become an important lesson. Before you apply discipline to an employee, ask yourselves this question: How will this play in the media?


Kevin D
said
0 0

While those three managers do need more of a talking to then the actual employee keep in mind that Tim Horton's is a franchise based organization. Maybe someone should be talking to the actual owner of the franchise. It could have been their decision to fire the employee and the managers are tasked with carrying it out.


Mike
said
0 0

As several others have already said here, I suspect there's more to this story than just a single Timbit. I wonder if this was just an excuse to fire someone that they were already wanting to get rid of for other reasons. But that strategy backfires because then it seems like she was fired over nothing, and someone who might have been their worst employee suddenly becomes a martyr.


Kathleen C.
said
0 0

I see a number of comments that are negative towards publicly traded corporations. If you don't like the actions of these corporations, maybe you should be putting your investment dollars into the small and medium sized privately owned businesses that could really use the investment dollars (especially since the banks don't invest in us). I speak from experience.
If you don't like how these corporations act then people put your money where your mouth is - make a difference by changing where your investment portfolio puts its money.


Monica
said
0 0

This is just an example of how management treats an employee. Managers and/or employers often are too power hungry and should be taught proper treatment of employees.


Dawn
said
0 0

This is ridiculous!
I hope Ms. Lilliman gets a pay raise due to this. The manager should be fired or at least demoted to floor cleaner / garbage collector. I will definately boycott the Tim Horton's in London. Hats off to you Ms. Lilliman, keep up the good work!!


Leroy Edmonds
said
0 0

It would appear that very few of those who have posted comments have ever had any experience in managing a fast food outlet, and had to deal with the lack of honesty and morals that is so much a part of life today, especially the younger generations. I wonder if the person who paid for 20 Timbits and got 43 thought to complain about that?? Not bloody likely!! Who knows the employment history of this employee? Who knows how much theft that store owner and managers have to deal with? Remember the saying "There are three sides to every story - yours, mine, and THE TRUTH!! Hardly anything is as it appears at first glance.


Viane Sauve-Knight
said
0 0

Over the past several years as a volunteer at a combination Food Bank soup kitchen, I wondered
why Tim Hortons never gave us day old doughnuts or timbits. Now I know. The dogs are more important than people. They went to the dogs, what a shame. .


gilles lebrun
said
0 0

It is typical of Tim Hortons managers. All they worry about is the bottom line.

Whether a policy exists or does not exist on "give-aways", it is obvious that those managers are bullying idiots. They should be shown the door.

About a year ago I was in a Tim Hortons in east-end Ottawa. My order cost $4.28. I had $4.27 in change. It was refused. But, they accepted a $20 bill!!!

As you can see, I am not surprised by the actions of the managers of that London outlet.

Shocked In Wasaga
said
0 0

This is one of the most insane things I've heard of. Tim Hortons has gone downhill and is sinking into the mud at the bottom. I no longer go there for my coffee because one clerk was so nasty that she made my 80 year old mother in-law cry. Another time going through the drive-thru, the sun was in my eyes and I missed the order box. I drove up to the window and said "oopsie" and asked if I could order there ... the clerk said NO that I'd have to drive around again. Can you imagine such stupidity?



Snowbird
said
0 0

The manager who fired the clerk should not be in a position of management and should be fired. To fire a hardworking worker who has been with the company for three years is disgusting! Who trains these managers anyway? What kind of people are being hired as managers. I think the clerk that was fired should be promoted to manager, she shows more initiative than the manager who fired her. That lousy manager should be fired her or himself, especially for having given Tim Hortons the bad publicity.


Rod Ferguson
said
0 0

There really has to be more to this story. Three managers were waiting to fire her with video evidence? She doesn't feel comfortable going back to work at the same store? I could be wrong here, but I think that these managers were looking for a legit way to get rid of this woman. They went about it the wrong way, but it is sometimes hard to fire someone that you don't have 'proper' reasing for. They obviously didn't like her for other reasons, but needed an excuse to fire her.


Coffee Lover
said
0 0

I'm glad to hear this lady got her job back (at another London location fortunately). Can you imagine how hard it would have been for her to work at the old location?

Three managers accosted her after viewing security footage? One would think she worked at Fort Knox of some other high security place.

I don't frequent Tim Horton's anymore since they switched to trucking in frozen donuts. Often the insides are still doughy and uncooked.


John Hillier
said
0 0

I am willing to donate the 16 cents to Tims, if money is the issue.


meghan
said
0 0

Why is everyone wanting to contact TH's website and complain? They have already addressed the matter. Now, let's raise our extra-large double-double's to a job well done to the company for reinstating her job.


James in Calgary
said
0 0

I could see if she gave the kid 10 timbits. That would cost Tim's a staggering loss of 1.6 cents. Now, if this devious employee did this dastardly deed 5 times a week, it would cost Tim's 8 cents in losses.
I guess the bigger concern would be that little kid (lets call him/her "Timmy", with all those free Timbits,"Timmy" would become a chubby little guy/gal...then the parents could turn this into a huge law suit saying Tim' made little "Timmy" chubby!


Dan Bartie
said
0 0

It looks as though Tim Horton's needs a Department of Common Sense.

It;s nice that they have apologized to their customers. However, shouldn't they be apologizing to the employee.


sporty9090
said
0 0

For a corporation that spends alot of time, effort and money cultivating a community minded and caring reputation, I am shocked that this could happen. "Greeted by three managers" ... you would think this assembled brain trust could could grasp the big picture here and recognize they probably have given away product more valuable than $.16 in their career.
Nice job enhancing the Tim Hortons brand!



What ever happened to accountability?
said
0 0

First it's allowing free timibits, next it's free donuts..pretty soon it'll be free sandwiches. What ever happened to accountability?


sporty9090
said
0 0

I agree with Cal, there probably is more to this story... but pick a better issue to make your move.

The Labour Board would have had a field day with this one.... some lawyer probably would have done very well too.


Ann La Plante
said
0 0

My dog gets a free Timbit every time I go through the drive thru.


Don
said
0 0

Come on people. Do you honestly believe that this woman was fired over a single Timbit? Do think there could be more to this story than meets the eye? I guess spewing moral outrage is more fun when you don't think about it!


Mark
said
0 0

Kudos to Tim's Head Office for intervening and reversing this stupid decision by store managers. It still leaves you wondering what kind of working conditions the Tim Horton's staff are working under if this is the way the managers react to a spontaneous act of kindness and generosity. Perhaps Ms. Lilliman is the kind of management material Tim Hortons ought to be hiring!


Daniel
said
0 0

I confess that I laughed and shook my head when I read this story. Seriously, what kind of management technique is that? If they were thinking more clearly, they might have foreseen that this story could have worked to company's benefit instead of earning them the Laughing Stock of the Day award. Yeesh!


riderfan
said
0 0

The only way for Tims to really make up for this mess is to immediatly dismiss the manager. The company did do the right thing in reinstating the employee but a clear message needs to be sent out. Out here in Sask Tims service is getting worse as the days progress and manager accountability needs to be adress. I am a firm believer in accountability. This manager made a rash decision but should be held accountable from the company and dismiss the manager. Maybe this will be the wake up call that the managers need and provide better staff and customer relations.


Roxanne
said
0 0

Our daughter was thrown out of a TH after she walked in with a McDonald's pop. She wanted to buy donuts and was told she couldn't be inside the restaurant with a competitor's product and that she had to leave. TH manager's are poorly trained and a law unto themselves, but to fire a single mom of 4 over a Timbit? There should be better laws protecting workers from that kind of harar didn't have the personal skills to manage


Sean
said
0 0

It does seem a bit of a stretch to fire someone for this... Sounds like a good employee. I have stopped going to Tim's because I always have to ASK for my change in the drive-thru. I could see a penny or something, but for some reason these people feel they deserve a 55 cent tip on a $1.45 coffee... Blows my mind to fire a good one.


Lorna-Mae van Kley
said
0 0

Well my 3 year old daughter has also had a few free timbits given to her by regular staff in times of crisis and we are daily customers. If they were fired just for that I would not be going back to Tim Horton's again. How stupid can people be for firing someone for helping a crying child.


DMH
said
0 0

Thats ridiculous. My infant son received a free timbit from an employee at the Tim Hortons in Sarnia at the Confederation site so it happens all the time. But its okay to have timbits sitting at the drive through window to give to DOGS.



Daniel Baron
said
0 0

Tim Horton's is a great company and its success is due to hard work and excellent operational efficiency.

However, when you get too far in operational efficiency, employees and management in particular, stop thinking and become bureaucrats.

Now Tim Horton's will have to spend millions on PR, and who knows a lawsuit perhaps, to correct this bureaucratic behavior.

Where is good common sense when you need it? It's never in the operational manual!

Horton's go back to your roots ... that made you so great in the first place.



Trudy
said
0 0

I work in the horse industry. The richer the owner, the more he or she does not want to part with a buck. So, yeah, I can believe this. Rich people may make a big show of being generous on some world scale but they don't care when it comes to paying an employee a decent wage, giving an underpaid, overworked employee weekends off. I think the only thing that would make them happy is if the employee dropped dead in a stall while working. The rich are getting richer, everyone else is getting poorer. Maybe the next conflict will be between the rich and the poor. Trudy


Tom
said
0 0

I know that my local Tim Horton's gives away their timbits at the end of the day to a pig farm so they don't have to throw it away.

And they have always given my dog little treats on the drive through and my cousins little daughter gets one as well when she goes. I go out of my way to go to this place and always get my friends to meet me there just because of the good and friendly service.

These managers should be fired out right. I only wish I could add my dollar to the amount boycotting that local Tim Horton's but I couldn't do that to mine here as they are just really good.

As for Tim Horton's corporate I think they could really use her as a customer relations liaison to go to local stores and give them good ideas on how they can improve relations with customers. And train managers herself on the customer service.


Eastern Saskatchewan
said
0 0

The owner of the TH I go to in SE Saskatchewan has told his staff they will be canned if they do pass out free timbits. They used to do it but I guess the cost of driving a new 3/4 ton ford every three months means no more freebies. Oh and I complained on the TH website only to get a nasty call from the store owner.


Lily
said
0 0

At the end of the article it says, "There is currently no company-wide policy on giving away free Timbits"..
currently... hmm
So these 3 people who have no idea how to run a business, may ruin my 2 dogs Saturday morning treat?
Thanks for that!


bluenoser
said
0 0

Congrats to Tim's Headquarters for re-hiring the fired employee!!!



JayHunt
said
0 0

If you check the London newspaper online you will see that the location of the store is at Baseline and Wharncliffe (in the plaza with a grocery store). My husband works close to their and I've already made sure his business knows to go a few blocks down the streets for their Timmie's fix.


BK
said
0 0

This is a prime example of what I dislike about comments on news stories. All of you people automatically jump all over Tim Horton's and the managers when you do not have all of the facts. This is akin to hanging someone without a trial. Most comments are nothing but biased gossip by uninformed busybodies.


Pat
said
0 0

The woman was fired on Wednesday and re-instated on Thursday. Tim Horton's did their job. Now the management at the store needs to be investigated, trained, re-trained or fired. I doubt this is the only incident of poor judgment on their part.


Don't major in the minors !!
said
0 0

VERY petty on the part of the franchisee! What the short sighted manager failed to realize was that their employee was actually generating business through a goodwill gesture. I've seen it done at other Tim Horton's.

If it had been me I would have praised the employee for building goodwill using our least expensive assets. Now see how being cheap has cost this franchisee?
Some people cant see the forest through the trees.




nothing
said
0 0

I've worked at a timmies and I was yelled at for putting 4 extra timbits in the box of 10 timbits.


liz
said
0 0

Tim Hortons is driven to make huge profits. In my opinion they have little concern for the customer or their employees. I have heard from individuals hired and fired by Timmies that there are strict rules regarding talking to customers, amount of time to be spent with a customer .....etc. So it is of little surprise to hear that the managers fired this woman over what most of the public would consider a ridiculous incident. Tim's had better get to work right away to draft a policy about giving away tim bits. In my opinion Timmies will never fire the managers who humiliated this employee because they seem to seek managers who are ruthless. Hats off to this employee who had the courage to make this situation public.


Pete
said
0 0

This story says something about the labour shortage in Canada. When a business faces a labour shortage while paying low salaries the quality of people at the business will drop, rapidly.
In a short time the business will have managers who could not manage themselves out of a paper bag. Eventually the brand suffers. This is happening throughout our economy. In retail watch for a greater drive for unionization as employees start sticking together to defend themselves from being managed by boneheads of this ilk


Jo Anne
said
0 0

I have worked at multiple Tim Hortons over the last nine years. Each franchisee has their own set of rules for 'freebies'. Some give dog treats, others not. I think Tims Horton's head office should come out with an across the board policy for 'freebies' that their franchisees must agree to abide by to cut down on confusion. It IS sad to say but other then the MANAGER/OWNER of each store the assistnat managers and supervisors get very little administrative training. I think that is what happened here.TDL really needs to get more structure to their franchises.


Paul
said
0 0

TDL as a group - The parent company of Tim Hortons, has unrealistic goals and protocols for their employees.
As a former Manager of a Tim Hortons (One, like most run by a family)I don't see anything wrong with giving a Timbit, hell even a WHOLE donut to anyone It's called customer service and as stated, this was a "Regular customer."
In the store I worked for, the owner would lecture and reprimand individuals who would accidentally drop Timbits or other frozen or reheated products on the floor.
Lets face it. Tims has gotten too big two quickly and most of the owners are in it to get rich...Which is admirable, except for the fact that they pay miniman wage, don't give employee discounts (Up to individual owners) and encourage their management team to higher for cheap because they are a dime a dozen!
SICK! SICK SICK!
Thank God they had the common sense to higher this lady back, but I can guess that as soon as this media frenzy ends they will can her for something else sooner than later.
This lady should move on to a more rewarding job where she will make more money and be respected.
Cheers.


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