I would add to that list^ Horton's needs to make sure all workers have full training for all roles and duties. Employees should know every job in the restaurant. (On my coffee runs i have lost count how many employees don't know how to use the automatic latte machine. It's not brain surgery people! ) And manners and being polite should be taught as well. The guy that works at the Horton's near my work always says Whaaaat? "HUH"? every time he takes my order. It's just a miserable experience going to Horton's, i don't get this level of horrible service at Starbucks or any another restaurant chain.
One of the articles I read on the NEW CORPORATE DIRECTION was a complaint from the franchisees that the constant menu changes issued from on high made it difficult to impossible to keep staff adequately trained. Many of their staff is part time, some working a few days a week, and often when they showed up for shift the following week, they'd have to be trained on some new.
+1 on polite customer relations. The number of time a staffer has said 'hi' on greeting me, and actually saying 'thank you' for my business and money, is way south of 25%.
I spent a few days on the road in northern Ontario and was struck by the demographics of small town/rural Tim's stores, which do not seem to align with many elements of the expanded menu. First, I am a walk-in; I don't do drive-through, which makes me a second class citizen. As I'm standing there noticing my surroundings, the clientele is strongly travellers, tradespersons and seniors, with a few students and parents with young kids thrown in. The preference is coffee - plain old coffee, baked goods and sandwiches. I assume that would skew to breakfast in the earlier hours. Some, like seniors and parents with young kids like to linger; it's cheap, safe and reasonably comfortable. The rest want their stuff and be on their way.
Although not necessarily specific to Tim's but may be aggravated by the way they staff their counter, the one thing that does drive me to near violence in these places is that fact that many customers, as they wait in line, seem surprised when they finally achieve the counter, that they actually have to make a decision on their order and, once fulfilled, need to access money to pay for it (or in the case of more than one female, who will pay for what - sorry, it had to be said). They post the menus on big screens. If you have to wait in line, use you time productively.