Although this story happened a week ago, I thought it was a great example displaying today’s interconnected world, where, nothing goes unnoticed. So when three managers at a local Tim Horton’s in London Ontario decided to fire Nicole Lilliman - a single mother of four - for handing out one $0.16 timbit to a regular customer’s crying baby - the news exploded in the media.

A story like that, in the past may have merited an article in the local newspaper but never would have the traction to appear in primary Canadian news sources. But in this case, the Canadian press, the Toronto Star, the Globe and Mail and the National Post all ran stories on the incident. Nicole Lilliman’s story was also appearing on TV and radio. The wide news coverage garnered a lot of interest in the story and increasing numbers of people were talking and blogging about it. Certain individuals even suggested organizing boycotts to the popular Canadian coffee and doughnut chain in article comment sections and blog posts.

This firing at a local London ON Tim Horton’s became a PR disaster for Timmy’s and had the potential to escalate even further. Luckily in this particular case Tim Horton’s management dealt with the situation appropriately. As opposed to staying on the defensive and siding with the franchise managers’ decision, head office acknowledged that Lilliman’s single timbit giveaway “wasn’t a ground for dismissal” and sent a personal apology to Lilliman in addition to rehiring her at a different location to avoid any awkwardness.

These actions, for the most part, have appeased many angry and appalled Tim Horton’s customers. The decision to fire Lilliman was made by three individual managers (something any reasonable customer can see) and Tim Horton’s was quick to admit wrong-doing as well as immediately rectify the situation.