Tim Horton's is a study in business excellence in many ways. They morphed from a donut shop to a restaurant with healthy-ish foods and increased their appeal dramatically. Prices are low - meaning their menu is accessible to most people. They have strong marketing and have solidified themselves as part of Canada's identity. I see all kinds of smart things going on there.
Ironically, Tim's franchisees were some of the ones fighting smoking bans the hardest, and those very bans saved their businesses. Tims used to be a place where a few people sat and smoked after spending $1 on a cup of coffee. They were empty - and for some reason owners didn't know that the rest of the nation didn't go there cause of the smoke.
What I personally don't like is...
1. All "baked" goods are now defrosted - no more on site baking. There was a time after the smoking bans and before off-site production that you could walk into a Tims and smell the donuts baking.
2. The products have shrunk - the donuts are now not much bigger than the Timbits.
3. They can't understand why other walk-up counter service restaurants have open counters for serving the food to the customers. Tims still designs their spaces for someone that's getting a coffee and nothing more - despite selling all kinds of food products. Cripes.
4. Locations often have long drive through lines that block traffic on the road. Permits for Tims need to ensure that the drive-trough lines are structured not to do that.
