Just before Christmas, Larry Vander Schaaf, writing in Canada Free Press (online) noted a change in the greeting at Tim Hortons. It is a distinct move away from cordial service. Vander Schaaf says Hortons has eliminated the greeting “Hi, welcome to Tim Hortons, my name is Sally, how can I help you?” In its place is the cold (but naturally much shorter) “Sally speaking”. Ugh. Vander Schaaf first thought the change was a bone-headed decision from American management. But he tells the South Bayview Bulldog it was really a bone-headed decision by Canadian management. Either way, it moves Tim Hortons a step away from the warm place that Canadians have come to expect.
