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"Would You Like a Muffin or Doughnut with That?"

Tim Horton's has introduced a new policy of having their employees follow up a coffee-only drive-through order with the question "Would you like a muffin or doughnut with that?" This is really annoying for several reasons:

  • It's insulting -- if I wanted a muffin or doughnut, I would have included it with my order. Don't treat me like I don't know what I want.
  • It leaves me with a negative impression after I order because I always say "No" to their question. There's a part of the human psyche that doesn't like to say "No" -- we want to please. Tim Horton's is playing on this to get people who have difficulty saying "No" to order something that they may not even want. Then they feel tricked.
  • It opens a can of worms if you have children in the car. They hear the question and are more likely to put up a fuss over something that would not otherwise have been an issue. "Please, can I have a doughnut Daddy? Please, please, please."

    Please put an end to this policy Tim's (and, yes, I have emailed them on this).

    Update 07/23/03: I received an email response this morning from Scott Knox of Tim Horton's Operations Services basically saying most people don't mind their "suggestive selling policy" and that it's a "helpful way to expand their knowledge of our products". He did not acknowledge that anyone else has ever voiced this concern before or that they might at least give the policy some consideration. Am I alone in being bothered by this? Has anyone out there actually bought a muffin or doughnut when asked; or at least appreciated being reminded?

    • Posted by Steve on July 22, 2003 10:29 PM |

    Comments

    I find fast food suggestive selling as natural and comforting as I find the "how are you this evening" or "can i help you with anything" that I get when walking into the GAP or Blockbuster.

    I mean if you are going to script their dialogue with you, just employ robots who are going to remember not to put sugar in my coffee.

    Posted by: ATG | July 24, 2003 11:19 PM

    Why yes...I think I would like a doughnut. Come on, if someone wanted a doughnut they would ask for one. I hate suggestive selling practices.

    Posted by: darren | July 25, 2003 12:10 PM

    It's ESPECIALLY anoying when you have a child in the car who is allergic to eggs and can't have ANYTHING that Tim Hortons has to offer. So I wouldn't have a donut, muffin, timbit, or anything else. (except coffee of course!)

    I went in to pick up coffee one morning because the line was so long at the drive through. Emilee was asking for everything. I had to refuse her, of course, and I felt that the lady was thinking I was cheap or just a bad mother for not giving my child a little timbit. I ended up explaining the food allergy, got my coffee and decided that I would never take Emilee into TH again!!

    Posted by: Susan | August 21, 2003 08:39 PM

    No problem with suggestive selling.

    Posted by: John | May 24, 2004 12:53 PM

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