The views expressed in this Opinion article are the author’s own and do not necessarily reflect the views of Narcity Media.
You might think working at a Tim Hortons in Toronto would be all coffee, donuts and teeth-grinding boredom, but it's actually pretty interesting.
I had to deal with all sorts of incredibly weird situations when I worked there — from small-talking hauntingly creepy Tims customers to decoding coffee orders that not even Einstein could decipher.
In short, it was a wild time. So, I've listed the seven most unexpected things I learned on the job. I simply can't live with this knowledge inside of me anymore. You have it.
How much poop you have to clean up
When I took a job at Tim Hortons, I expected to deal with challenging customers and complicated orders. What I didn't foresee was finding myself on my hands and knees, scrubbing poop off the walls. Yes, amidst the chaos of the morning coffee rush and deciphering cryptic drink orders, I often had to don gloves and face bathroom disasters of epic proportions.
Here's how it would usually go down: I'd be rushing to fill orders when my sweet, matronly manager would calmly take me aside and say, "We've got a situation in the restroom." I'd then walk into what could only be described as a crime scene. The walls, the floor — nothing was spared. It was more than I'd ever signed up to do for $9 an hour.
But, as it turns out, dealing with unexpected messes is part of the unspoken duties of working at a coffee shop. It's the kind of reality check that gives you a bit more appreciation for every barista and fast-food worker you meet forever after.
How obsessed people are with donuts
One of the wildest parts of working at Tim Hortons is learning that everyone has a nostalgic donut they're convinced was the best thing ever. I mean, I can't tell you how many times someone would walk in, eyes gleaming with the hope of finding a "Dutchie," and then look absolutely crestfallen when they found out it had gone the way of the flip phone.
The Dutchie, for those not in the know, is a square, raisin-studded donut that looks and tastes gross, but some people really enjoy eating it — or, at least, they did until it was discontinued.
Tim Hortons recently brought back the long-lost treat as part of its retro donut campaign, alongside the Blueberry Fritter, Cinnamon Sugar Twist and Walnut Crunch, which made me feel happy for all the annoying people who asked me, "Do you remember the Dutchie?" while I nodded sympathetically and pretended to know what they were talking about.
The limit of freshnesss
Tim Hortons is renowned for its always-fresh coffee, but here's one of those surprising secrets: "Fresh" at Tims has an expiration date — about 20 minutes, to be precise. After that, the coffee is still drinkable, but it isn't winning any freshness awards. So, if you're one of those aficionados who can tell the difference between a freshly brewed cup and one that's been sitting, you might want to plan your coffee runs with the precision of a Swiss watchmaker.
And then there are the customers who insist on "just brewed" coffee, as if they're asking for a magic potion. Little do they know, most baristas just swap out the pot when they see these connoisseurs coming, putting on a little performance of coffee theatre. Fresh pot, a nod of assurance, and voila — they're sipping away, convinced they've unlocked some secret blend. In reality, it's the same coffee, just with a dash of psychological trickery.
But if it enhances their experience, who am I to spoil the illusion? It's all part of the Tim Hortons mystique — keeping everyone happy, one fresh pot at a time.
How clever the marketing is
Everyone loves Timbits, but here's a surprising twist: There's a clever strategy behind the little "donut holes." These little delights aren't really the byproducts of donut-making; they have their own distinct recipes, often outshining their larger counterparts in taste.
An assorted box of Timbits is like a sugary slot machine — each grab feels like a gamble. One day you might hit the jackpot with your favourite Sour Cream Glazed, and the next, you're left wondering why the elusive Honey Dip remains just that — elusive. This mix of certainty and surprise keeps people coming back, eager to try their luck again.
How did I figure this out? Well, let's just say there were a few slow shifts where I found myself deep-diving on my phone into the world of Timbit flavours and strategies.
Turns out, my hunches were right. The rotation of flavours, with occasional limited-time treats like Pumpkin Spice or Gingerbread, isn't just conveniently using up the "holes" cut out from the middle of the donuts — it's an intentional tactic to keep customers both nostalgic and intrigued.
The baffling number of odd requests
Working at Tim Hortons, you quickly learn that coffee orders are just the tip of the iceberg when it comes to customer requests. From "extra extra hot" coffee (because apparently, regular hot just won't cut it) to people bringing in reusable mugs the size of small buckets, it's a circus.
My personal favourite? The customer who insisted their donuts be microwaved for "exactly 11 seconds" — not 10, not 12, but precisely 11. It's like they believed that one second would make the difference between donut bliss and disaster.
And then there's the regular who would bring her own gluten-free bread and ask us to toast it in the same toaster we used for everything else. Sure, Susan, we'll get right on that.
The art of the coffee sleeve
One of the surprising things I learned while working at Tim Hortons is how even the simplest things, like a coffee sleeve, can make a big difference to the coffee-drinking experience. It's not just a piece of cardboard — there's a knack to positioning it just right so it protects your fingers from the heat. Too high and it's useless; too low and it slips around. But there's more to these sleeves than just practicality.
A girl I worked with, who I had a bit of a crush on, showed me how to turn these everyday objects into little pieces of art. She would draw intricate designs or jot down inspiring quotes, creating mini masterpieces that would brighten customers' days. Inspired by her, I feverishly tried to do the same, spending my downtime doodling on sleeves. My efforts never quite reached the level of her artistry, but it was a fun way to add a personal touch to the daily grind.
This experience taught me that even in the most mundane aspects of work, there's room for creativity and connection. It's a small yet meaningful way to make someone's day a little better — just one of the many surprising things I learned from my time at Tim Hortons.
The sense of community
One of the most surprising things I learned while working at Tim Hortons is that it's more than just a coffee shop — it's a community hub. Regulars have their specific orders, favourite seats and even nicknames. The morning rush brings a mix of commuters, while the afternoons are filled with retirees discussing local news and sports. This camaraderie highlights that Tim Hortons is a place where everyone might not know your name, but they definitely know your order.
Among the memorable characters was an 80-year-old man named Jack. Despite his unsettling job of "creating drug cocktails" — which sounded straight out of a noir film — Jack was a sweetheart. His passion for classic movies not only enriched our conversations but also my own personal collection. Jack's presence made my time at Tim Hortons richer, illustrating that even in the most unexpected places and with the most unexpected people, connections can be formed that broaden your horizons.
I was saddened to read in the newspaper one day that Jack had passed away. It took me right back to those moments of community at Tim Hortons. Despite being a giant corporate entity, Tims proved that humanity can be found wherever we look.
So, the next time you're sipping on your Tim Hortons coffee or savouring a Timbit, remember there's a lot more going on behind the counter than meets the eye. From secret languages and quirky customer requests to unexpected stories of community and connection, working at Tim Hortons in Toronto is an experience full of surprises, laughs and life lessons.
This article's cover image was used for illustrative purposes only.
