I was pondering what kind of title should I put for this blog? So many came to mind. But, I can tell you this. I was one disappointed customer of Subway Bandar Seri Damansara today. And, they just lost a customer.
George and I were in Bandar Seri Damansara today and decided to pop in at the Subway Ativo Plaza. We have been there several times before. Whenever we stop at Subway, I dont usually deviate from my usual order – either tuna, tuna or tuna sandwich.
Ok, some deviation might be tuna wrap. Or, Italian meat balls. Sometimes the steak and cheese. Sometimes…but often goes back to tuna as I love my fish. I LOVE the Macadamia white chocolate cookies too.
My Story Today
I wanted the steak and cheese wrap. The guy behind the counter did the usual stuff – heated up the wrap, steak and cheese. I wanted my favourite onion sauce and some vegetable.
The minute I sunk my teeth into my wrap, I was so surprised it did not taste anything that resembles any kind of meat. Tasteless and rubbery. Did I say TASTELESS? I give some of the meat to George. And I told the counter staff that I did not like the wrap and that the meat was tasteless. I could not bring myself to eat it.
This was a personal insult!
If this were a conversation about a rubber and cheese wrap with my husband, the conversation will be like this, “Dear, have some of my rubber and cheese wrap. Guess what? It does indeed tastes like rubber and cheese! Totally tasteless! It is how it should be!” Well done boys and girls.
But noooo…we are not talking about rubber and cheese wrap here. It should be steak and cheese wrap!!
The Service Recovery That Wasn’t
Instead of doing what a proud establishment should do, the staff behind the counter tried to explain to me that they have nothing to do with the meat. That it came from wherever twilight zone they came from. They didnt touch the meat. Nope! Nope! Not their fault!
One of staff, donned a foodservice glove and had a taste of the meat. Then, she looked at me. She said, “Akak (sister), you are right! It is tasteless!” So instead of doing a service recovery, she smiled at me…and so was the rest of the crew.
I was errr….too speechless…I asked for the Manager. At the same time, a young gentleman who looked like a senior came out to the floor and asked me what was wrong.
Wow! I thought…a silver lining of hope! I thought! They actually wanted to do service recovery! I thought…
He asked me whether I wanted to change to another wrap. By that time, my mood to eat was totally hopeless. I was crushed and insulted to no end. To those who knew me, food is a serious business to me. George was trying to coax me to eat something (since no real heavy food since breakfast). Ok, I said, I will have the tuna wrap instead.
Guess what young dude said to me? “Ok, we will give you a tuna wrap but you have the pay some additional Ringgit”. What a half-assed service recovery was that? For the trauma I had to go through eating tasteless food, I was expecting they would:
- reimburse my wrap, or
- offer a replacement at no cost
By that time, my heart was totally shattered, mood was as heavy as a 5-tonne concrete and..I wanted to cry. I was hungry, angry and frustrated at the lack of empathy by the crew.
I walked out.
How could someone bungled at their own food? How could you be working at a place and not know how it should taste? How could an establishment not empowered the crew enough to serve the customers properly? How could you not train your crew for service recovery? How could you not train your crew the meaning of taking pride in their work? How could you not take pride in your work? How could you only listen to customer’s complaint but with the intention of only to respond and not to understand?
How could you?
How could you?
How could you?
So, to those in Subway Malaysia who is responsible for training the crew, you may want to look at this aspect. Haul up the entire crew before they do more damage to your reputation by having a blogger like me writing about it