Ok, people who know me, know that one of my big pet peeves is waiting line at coffee shop in a rush to get to work on time – only to be slowed down by all the people ordering complex coffee concoctions or worse yet: food. Oh, how the line can drag on forever, people wavering on their decisions, not sure of all the options, asking for help, wallets not out ready to pay. Time goes backwards.
Well for years I’ve been telling people what Tim Horton’s needed was an in-store express line. A line for people that will ONLY order coffee or tea during the peak morning rush. Well a friend of mine has snapped a pick of a Tim Horton’s in Toronto (Sheppard and the 404) showing proof that Tim’s has listened!! Now lets hope this is a success and spreads to other outlets.
Why is this good? It speeds up turn-over. I’m sure the major part of the test roll-out is to see how instore sales are impacted. Would people opt out of a food purchase if they see the express line moving faster? How will customers react to being told that they can’t order certain items.
But I would contend sales and satisfaction would increase because people will be able to predict waiting times every morning. As it stands, and I think a great frustration to any customer is not knowing how long it will take to be served. Therefore instead of getting stuck in a unpredictable line-up they opt to not go to a particular location, or defer to later in the day. A loss of a sale, is a loss of a sale.
And sorry for the blurry picture! (Not my hands).
Tim Horton's Express
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