Posted by: Ian Ross | May 9, 2008

Double-double thumbs up to Tim Hortons’ PR

When I spotted the story yesterday about the Tim Hortons’ store employee fired for giving away a 16-cent timbit to a kid, I wondered how fast the doughnut store giant would react.

As it turns out, very quickly. The company recognized that you can’t let things fester in a 24 hour news cycle. Especially, when your company is a Canadian icon (although sadly now owned by an American firm).

It was only a few hours later that I saw another story pop up on my RSS reader that the company had apologized and rehired the employee. On the Tim Hortons’ website, the apology is front and centre on the front page of their website.

A quick statement reads, “Unfortunately the action of the manager of this location was not appropriate nor grounds for dismissal. With an apology from management Ms. Lilliman has been rehired by the franchisee. We sincerely apologize to our customers for this unfortunate incident.”

Nice work for something that the head office could have passed off as a local franchise issue. Nor did they get into the history of the employee or the manager. Nor did they get delayed in legal and labour issues.

They just quickly said it was a poor decision, apoligized and corrected it immediately. End of story – they hope.



  1. Ian,

    Thanks for your thoughts about the issue — just a note of clarification: we are not owned by an American firm. Tim Hortons is a widely-held public company directly listed on both the TSX and NYSE.

    Scott Bonikowsky

  2. […] crying and many bloggers – including myself looked into a second opinion of that (one user wrote one, while the other one wrote another in their own perspectives). The incident was spreading like […]

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