Have it Your Way – For a FEE

Have you had an experience where a business owner or associate seemed more connected to their corporate policies than to making customers happy?

Not long ago a friend of mine went to Subwayin Columbia, SC for his favorite foot-long turkey sub.  He loves vegetables and banana peppers are one of his favorites.  If you’ve eaten at Subway you know that the vegetable choices are plentiful and each customer can select those they want and those they don’t. 

When ordering you select a sandwich type (deli meat, tuna, chicken, steak or meatball), a bread preference (Italian, wheat, whole grain, etc.) and then cheese.  If you want additional meat or cheese there is an extra charge, however, vegies are seemingly endless.

I love Subway however am not really fond of vegetables.  A little lettuce, some salt and pepper and I’m good to go.  However, my friend likes tomatoes, lettuce, a few olives and lots of banana peppers.

On this particular occasion he told the server “Use a heavy hand with the banana peppers please, I really like them.”  The sandwich technican placed a smattering of the vegetable across the sandwich and my friend said “could you please put more on, I really like banana peppers.”

The employee said “I did put on extra.”

Here’s where PERCEPTION IS REALITY.

My friend wanted more.

The  employee felt he’d put on enough.

But my friend wanted more.

So the employee said “That will cost you more.”

More?  For vegetables?

My friend said “but I don’t want a lot of the other vegetables, just more banana peppers, why should it be more?”

The employee began to argue “I’ve given you more, if that isn’t enough you’ll have to pay.”

My friend wanted more and so said “Okay, fine, please put on more.”

The employee put on SIX more banana peppers. 

Was this employee listening to the customer’s needs?

Will my friend go back to this Subway?

What was his perception?

“I just wanted more banana peppers.  I wanted the sandwich created the way I enjoy eatting it and I didn’t expect an arguement over a vegetable.  Once I agreed to pay more I expected a pile of banana peppers however, even then I only got six more.”

This Subway has lost a customer for life over a few banana peppers.

When does the company policy have more importance than the satisfaction of a customer?

By the way:  since my friend told me this story I have dined in four different Subway restaurants and in every case I have asked if there is an extra charge for additional vegetables.  In EVERY case I have been told “no, you can have all the vegetables you want included in the price of the sandwich.”

Hmmm.  What do you think?