Tracy at Tim Horton’s on Montreal Rd

We all have vices. I have many. My favorite is coffee. Tried to quit once. Just about died. I lasted 2 whole days and decided I would rather gouge out both my eyes than go another day without a good cup of Joe in the morning. At least I’m trying to quit smoking. Never will I ever give up caffeinated beverages.

I went to everyone’s favorite Tim’s on Montreal Road. I love this establishment. Close to my place, fast moving lines, the works! I got there around 6:45am and was 4th in line from the magic order screen. There’s an older gentleman in a real expensive SUV at the window, and 2 large trucks behind him. This should be quick. More than enough time for me to pick up my wife and drop her off at work before 7am. I got this…

I roll down my window and can hear the guy in the SUV giving his order. After a few minutes of not moving I train my ear to eavesdrop a little better. Luckily for him, he had Tracy as his server. This lady’s customer service skills are beyond exceptional. Never have I ever got something wrong with my order if she’s serving me. This guy in the SUV making his order is about a car width away from the magic screen and she can barely hear him. I’m a low talker and they make me repeat what I’ve said because the headsets can’t pick up what I’m saying. This guy doesn’t get that…

She asks him to repeat himself on a few of his items and he begins to get indignant. His answers are curt and sarcastic. I check to see if his license plate says New York on it and continue to wait for this guy to finish being an ass. Never once losing her cool, while staying professional, she finishes the interaction to keep the line moving. She’s a rare pearl in a sea of bad customer service.

I make my order and I’m disappointed it isn’t her. Extra large French and large dark roast 2 creams and 3 sugars. It was excellent as always. As I’m waiting in line I see her come out for break with a slight expression of annoyance and exasperation on her face. I want to tell her the guy was an ass, that it wasn’t her fault and to not let this jerk ruin her day. But she was gone in flash.

When you get someone as talented as her in this game, tell them! I feel people deserve a little extra credit, a thank you from all those who appreciate seeing her smile first thing in the morning could make a difference in her day. So thank you to Tracy for always trying to do your best in the face of a long line of shifty customers. Thanks to you my wife was at work with 2 minutes to spare. Phew… I would never have heard the end of that one…