In the last month, we’ve seen some pretty big changes with everyone’s favourite thrift shop Goodwill. According to The Toronto Star , in the last few weeks the second hand clothing store has seen 16 stores and 10 donation centers in Ontario shut down without much communication from upper management. What I mean by that is Goodwill employees had shown up for their respective shifts only to find a note on the door saying that the store has been closed. On top of that, one of the biggest issues with this that I have is that Goodwill is known to hire a plethora of individuals with disabilities. With a combination of horrible communication and laying off 430 employees (many with disabilities) from a public relations perspective, this looks really really bad. To flip the script a little bit, there is one organization in Canada that truly embodies what it means to be inclusive, helpful, and truly Canadian: Tim Hortons.
It has been reported by The Toronto Star that Mark Wafer, a Tim Hortons franchise owner of 6 has reached out on social media to (former) Goodwill employees (disabled or nondisabled) and has been offering them a place to work. Wafer himself identifies as being deaf, only being able to listen with 20% hearing.
This is not some sort of elaborate PR stunt. This is not a marketing tactic to get people to buy more coffee. This is a story of someone who is truly able to embody what it means to be a loving, helping Canadian. Whether he knows this or not, Wafer carries the characteristics of the type of person that Tim Hortons’ brand should want to employ in their organization in management positions. Canadian businesses should look to Wafer as to how they can improve employee relations, business practices, and public image.
This situation reminds us about the difference between good management, and bad management. Goodwill ownership has fumbled pretty hard with public image because of their colossal lack of effective communication. The Tim Hortons brand has a gem in Mark Wafer. This is a prime example of a person who can improve business and perpetuate the positive Tim Hortons’ culture of what a true, inclusive Canadian leader would do in a situation like this.
Somehow, Wafer made Tim Hortons even more Canadian eh?
Malick Ba is currently an aspiring marketing professional living in Toronto, Canada. His academic background includes a Bachelor’s of Arts in Communications with a minor in Sociology from the University of Ottawa. Currently, Malick is a senior at Humber College and is looking forward to what he can provide to the marketing world upon graduation. Follow him onTwitter, Instagram, and connect with him on LinkedIn.