I was dining out with a friend when I commented to him that the waiter seemed to be over-doing the whole ‘I am your server, tell me how is your food act’. It was getting annoying to me and I commented to my friend that he doesn’t need to do it. He reminded me of an incident which would make me skip a particular Subway India restaurant and I understood why some places always make it a point that you feel pleasant after going there.
It was new-year’s eve, we were planning on cooking a good dinner for the night and hang out with friends to ring in the new year. So I had skipped breakfast and hoped to catch a quick bite at the Subway in Jayabheri (Near Kothaguda Area). As usual, I got the robotic greeting from the person there. Waited a few mins for my turn, since it was a Saturday morning they were probably short of staff.
I ordered my favourite breakfast sub (which is bread + meat + eggs) and asked the guy there to add veggies (which are an extra 30 bucks or so, INR). anyway so this guy agrees but later on he says his cashier tells him not to allow it and he flatly refuses to add the veggies or for that matter anything to my sub. Now take notices of the fact that this is my favourite sub and I eat it all the time from this outlet as well as from other outlets. I ask for the manager, he points me to the shabby looking cashier , I say manager or owner, he gives me a number which is always switched off. I give up and ask him to finish whatever he had started making.
Now while all this is happening, I casually tell my friend that I will never visit this outlet again. It happens just like that, 1 bad experience ticks off something in your head and you involuntarily decide never to visit a place again. I decided to rely on the other subway outlet near my home that has no problems accepting my requests and whose workers actually listen to me. The owner of that store also responded well to me when I had complained about a certain issue.
That’s the different that good customer service can make to your business, just keep it in mind and instruct your employees to do the needful
I am going to send across this link to the Subway India folks and see if they can take a hint.