We waited for 15 minutes for service at a time when subway should be expecting increased customer orders for the dinner meal..
Sign taped to the glass out front said worker was solo and in the bathroom, soon to return.
As my wife and I prepared to leave we saw two Subway workers sitting in the kitchen. We said we had been waiting for 15 minutes because of the sign and one worker said, "That is still there"? I responded, "Yes, if you two are in the kitchen, one of you should be watching for customers. We were leaving." The reply, "We have a buzzer that is supposed to go off." I said, "My wife and I and a cart full of groceries didn't trip your buzzer."
Then, the sub we ordered to split between us...hard old bun and both told us they ran out of mayonnaise. One took off the top of the dispenser and dumped a large quantity of residual mayonnaise on half the sub. No service recovery.
Two workers static in the kitchen while customers waited for 15 minutes, one sub, poor service, poor planning for mayonnaise, old hard bun....significant opportunities for leadership engagement, retraining, supply management improvement and fresh products.
No service recovery offered or received. read more