Heard the saying, don't judge someone until you have walked a mile in their shoes?
Well, I had the opportunity to volunteer at Tim Hortons in Warman June 6, known as Camp Day. When I was asked, I have to admit I was a wee bit apprehensive but then my curiosity got the better of me and I agreed.
I arrived for duty and was placed at the drive-thru window. At first I wasn't quite sure if that was a good move on management's part but I was reassured with a huge grin that it would be fine. I was introduced to a network of staff, who work collaboratively to get the product out in a fast, efficient and, might I add, friendly manner.
I had to get used to how to work the drive-thru automatic window. It's all in the hip! It was a novelty and imagine how quick one learns to open the window before attempting to pass the coffee through to the customer. Don't zig when one is zagging.
They have a system worked out amongst themselves and believe me when I say that I was more than once impressed by the quickness of the staff. By the time I figured out that a donut was ordered on the drive-thru monitor, one of the staff already had it selected, bagged and ready to go. There definitely is no dead time as staff multi-task continuously and if there is 'space' between customers, staff take the initiative to restock supplies and clean work stations. Never a dull moment or lack of laughter and encouragement. I found it to be a fun atmosphere.
From the drive-thru window I was moved to the coffee/beverage prep area. There is a technique behind brewing and preparing that perfect Tim Hortons coffee - double double, triple cream, milk, regular or black. It's all about knowing what the symbols mean on the machine and what lid fits which cup. They showed me what the order looked like on the screen mounted above the workstation; first panel is the order for the vehicle at the window, and so on. Then the little marking pen to mark the custom-made beverage.
Okay, I thought I had that mastered when I realized there was the continuous perking of coffee and marking the pot of brew time. What is it? Never older than 20 minutes? Oh yes, and then there is the steeped tea, fruit smoothies, iced caps and the list goes on.
My next experience was selling balloons and giving out the prizes. It was amazing to see how a frown can be quickly turned into a smile by just greeting someone as they walk through the door. Some chose to purchase a balloon while others just handed their change over as a donation. Either way, Tim Hortons continues to be very grateful for the support and generosity of its patrons, especially on Camp Day when coffee proceeds went towards sending a kid to camp.
It was also an honour to meet one young lady who identified herself as attending a Tim Hortons camp. She was excited to share her story with us and Janna Martin, owner of the Warman business. It is absolutely uplifting to meet someone who has experienced the benefits of Tim Hortons' fundraising efforts and it definitely shed new light to those customers who listened in on her story.
Yes, Tim Hortons staff, I have developed a whole new appreciation for what you do when dealing first-hand with the customer or behind the scenes. It is a skill that is part evolution over repetition but also a wee bit innate ability.
I was not only impressed with the Warman Tim Hortons staff and their work skills and efficiency but also their acceptance of us volunteers who, let's face it, became obstacles to work around. Needless to say, I think having us volunteering really tested the patience of the staff and Tim Hortons customers who always drove away with a smile. It is an experience that will live on in my mind and heart for a very long time and I hope the staff had as much fun as we did.
I would like to thank all the customers, on behalf of those of us who volunteered, for their patience while we assisted in getting the orders out. Thank you to Janna Martin and her patient line of staff who worked around, dodged and continued to smile at us as we learnt what went into the makings of a successful Tim Hortons business.
On Camp Day, Tim Hortons restaurant owners donate all proceeds from coffee sales to the Tim Hortons Children's Foundation to assist in sending economically disadvantaged children to camp. In addition to purchasing coffee, customers can also donate by purchasing a rent-a-tent or rent-a-cabin card or donate their extra coin into the coin boxes.
