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Industry NewsTim Hortons president apologizes for ignoring franchisees

Tim Hortons president apologizes for ignoring franchisees


Thursday, April 6, 2017

During a private conference call last week, Elias Diaz Sese, Tim Hortons president, apologized to franchisees for not paying enough attention to their concerns.

He and other executives said they would take immediate action to address problems brought up by franchisees through their newly formed Great White North Franchisee Association, according to a report.

What sparked the latest anger among franchisees was a recent spate of restau­rant audits by corporate staff that resulted in franchisees being penalized for matters that were not previously on the Global Performance System checklist, the news report says.

Poor GPS scores can result in franchisees being passed over for additional restaurants and, in extreme cases, losing their current ones, the report says.

The new association was formed “to address mismanagement of franchise operations” by the franchisor and its Restaurant Brands International (RBI) parent, whose tactics the association called “heavy-handed” and “ruthless,” a Globe and Mail report adds.

Tim Hortons is owned by RBI, which also owns Miami-based Burger King and recently completed the acquisition of Popeyes. RBI is majority owned by Brazilian private equity and hedge fund firm 3G Capital.

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