Listening Issues at Subway

Hi Chad,
I TOTALLY agree with you.I have been eating at Subway for many years
and I remember quite well when they didn't ask you every 30 seconds
about each and every item separately. There was a time when the
sandwich board listed everything that came on the sandwich and if you
didn't want some ingredient or other you had to let them know before
they began compiling your order. When you go to McDonald's or Burger
King or In N Out they don't ask, "do you want lettuce? Do you want
pickles? Do you want tomatoes? Do you want onions; those things COME
on the burger -- if you don't want one you better say so. I go to
Subway a few times a month and I always say," Cold Cut Trio with
everything but cucumbers and sometimes they make the sandwich without
another question, but often they continue asking, "Lettuce? Olives?"
If there was any regard for customer service Subway would train their
people to listen and then make the sandwich...period.

For someone that does this 2 to 3 times a week you don't appear to
understand Subways methods. This is the way they all work. Adjust
yourself or go somewhere else.

Since you've noticed that the sandwich makers ask you at each step,
perhaps you could adjust your ordering method.

Just wait until you are asked. Then respond.

Why don,t you just right it on a small card and carry it around with
you so when you go to subway just hand them the card. More cards for
different sandwiches. The back of a business card would probably
work. No repeating your request over and over. Shouldn't be any
problem then.

Order Accuracy is key to running a successful restaurant. When I
worked for a major fast food chain, if the customer said "Just Lettuce
and Tomatoes" on a burger that would come with cheese, I would say "Do
you still want the chese?" Most of the time they did. If I didn't ask
that and assumed, and they complained, a whole new burger would be
made.

To ensure satisfaction, one must read the order back, not assume, and
listen carefully at the same time.

Happy customers = less food wasted from complaints = less food waste
overall = lower food cost = more profit.

i think you're just trying to bicker and find SOMETHING to complain
about..

REMEMBER THEY ARE JUST HUMANS... and again..

wouldn't it be better that they get it RIGHT....

i know it takes alot of time and energy to repeat yourself and all..
but really!

LOL

This is how things are done at Subway.

When you say "six inch ham and American on Italian bread" it would
just mean ham and the cheese. However you then proceed to tell them
you want lettuce on it when you get to the vegetable ingredients. This
is not what you told them when you originally ordered the sandwich.

What would you prefer a correct sandwich after being asked some
questions or an incorrect sandwich and having the sandwich maker
assume he knows what you want?

Annoying? Maybe, for some.

But, wouldnt you rather him check with you and get it right? At least
your orders are accurate!

i used to work at subway, my friend. you are supposed to ask at each
juncture of the sandwich (bread, meat, veggies, sauce, other), because
a lot of customers change everything halfway through and then whine
when it's not right. that, and if they're as busy as you say they
are, they don't have to to remember your super special order.

wouldn't you rather give three or four monosyllabic responses and get
the right sub?

you're being unnecessarily nitpicky. how much does this issue really
interfere with the quality of your life? subway is going to get this
letter, and some employee who is just trying to do their job correctly
is going to get talked to. great job.

Repeating yourself is an issue? I wish that that was my biggest
problem. Be happy that you are getting a "good" and nutricious meal.
Never mind that while you are being quized about what you would like
their are people in this world who do not have a choice as to what
they will be eating, or worse, not eating at all. Have some patience,
and be thankful that your have food.

I'd rather repeat before eating a sandwich made to my specifications
than have a pre-made sandwich repeat on me afterwards.

It's just them trying their best to make things exactly the way you
want it. They aren't mind readers, and it's a small inconvenience at
best.

A retailer has a hard time winning. Either they don't listen and
don't ask and make it wrong, or they ask over and over and make it
right.

I would find it exasperating having to repeat myself over and over.
As suggested below, try changing how your technique. Good luck.

I work as a waitress and it happens a lot that someone will order "A
burger with lettuce and tomato. That's it" I always follow up with
"So no fries with that?" and 97% of them time I get "Yeah, I want
fries and gravy"
I've noticed that just because a customer says "That's it/all" it
doesn't always mean they don't want everything else.
With regards to your sandwich you say in your letter " "would you like
vegetables?" I say just lettuce and that will do it for the sandwich"
"
I even took that to mean that's it for the veggies, so I can
understand why the Subway worker would mistake it as well.

One chick at the Subway I go to does that too!

Here's how my ordering goes:

6 inch tuna on honey oat please
Cheese? American
Toasted? No
Veggies? Just tomatoes.
Lettuce? No
Peppers? No, just the tomatoes.
Onions? No.
Pickles? No, just the tomatoes.
No more veggies? NO!
Salt, pepper, oregano? Yes please.
Anything else on that, any sauces? No thanks.
Mayo or mustard? NO!
Cookies, chips, drink? (As I put a soda and chips on the counter) Just
these please.
Cookies? NO!

It is so annoying. At this Subway it's just that one woman though so I
only get annoyed 1/3 times.

:)

you want, tell them. When they ask if you want cheese, tell them.
Repeat as necessary, then go enjoy your sub and you life. They have a
certain procedure for assembling these subs, don't get upset if you
decide to try and order it any other way.

Chad G.,

Try this. State your order in the order the sammy will be
constructed:

* 6" Italian Bread Sub
* American Cheese
* Sauces/mayo/mustard
* Lettuce
* Nothing else

One must also keep in mind that they are mobbed and you might be
dealing with 2-3 people working that sub.

The fact that you say they are always friendly and courteous tells me
that they are 95% compliant with their Mission Statement.

Change your pitch. Stop back and let us know how it goes.

BillR.

If it is as busy as you say, it might be a repitition issue.

Making a sandwich you ask the customer the same thing at every point
(meat,cheese, condiments) Even if you say lettuce and nothing else,
the person might still say salt/pepper/oil/vinegar out of habit. It's
a habit for the people to say it everytime.

Is it really that big of deal?


Good Day