tag:blogger.com,1999:blog-660504951099557092024-03-13T15:29:36.831-04:00Mr. SubbMr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.comBlogger14125tag:blogger.com,1999:blog-66050495109955709.post-48156654481143512332015-09-10T14:57:00.002-04:002015-09-10T14:57:56.091-04:00Communication – The Teenage Years
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<span style="font-family: Calibri;">I’m not sure what thoughts rest in your brain, simmering and
sputtering and demanding your attention. Without you telling me I am lost in my
own thoughts and in my own world. Communication connects us. It is the link
that allows me to share your world and offer my world to you. Communication has
grown with our culture. From simple gestures and sounds, words have evolved
into complex languages. The nuances of words allow us to describe minute
differences in concepts and perceptions. <o:p></o:p></span></div>
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<span style="font-family: Calibri;">These thoughts simmer in my brain. I think about how the growth
of communication seems to be in its teenage years. I laugh and think about the
preference of my teenage son’s communication. The silence with a look that he
feels is sufficient to convey his point of view. <span style="mso-spacerun: yes;"> </span>Communication seems to have gone through a
growth spurt. Smart Phones, the internet with Facebook, Twitter, email and more
have caused us to be awkward. We really don’t know how to use these muscles and
we sometimes come across as angry, belligerent, complacent or just down right
rude. We say things we would never say in person and most of all we seem to
find it acceptable to simply ignore people if we so choose. <span style="mso-spacerun: yes;"> </span>We screen our calls with an answering machine,
make people go through myriads of phone directories just to leave a voice mail
that is never listened to, use computer screening applications that weed out
potential employees, or simply leave the communication up to a computer bot.<o:p></o:p></span></div>
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<span style="font-family: Calibri;">…So what has all this to do with food or customer service?<o:p></o:p></span></div>
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<span style="font-family: Calibri;">Well… I believe the quickest way between two points is not
always a straight line. This is how my mind brought me to thinking about how
companies use communication as part of their marketing programs. Have companies
forgotten that everything we do should be part of our marketing? <o:p></o:p></span></div>
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<span style="font-family: Calibri;">My years of experience has shown me that sales can come from
the most unusual source.<span style="mso-spacerun: yes;"> </span>I’ve seen sales
come from a hate comment left on our Facebook that we did not erase but simply
responded to politely. <span style="mso-spacerun: yes;"> </span>I have seen ex-employees
become sales advocates even when they have moved away from the area.<o:p></o:p></span></div>
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<span style="font-family: Calibri;">I am not sure if companies have forgotten that the little
things we do add up to big things or if they simply don’t think that there is a
big enough return on investment. Have they forgotten that the most powerful
voice in their company comes from their employees? Treating them right will make
sure that they are part of creating sales. Have they forgotten that the
customer that took the time to complain is on that razor edge of either being
your competitor’s customer or a loyal customer for life? It all comes down to
common sense. Treat everyone that comes in contact with your company with
respect. Answer emails, answer the phone, respond to complaints, tell a
prospective employee when they didn’t get the job, and communicate like you
have grown past the age of a teenager.<o:p></o:p></span></div>
Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-70218961778933110832012-10-30T12:28:00.002-04:002012-10-30T12:34:35.847-04:00Customer Service?<strong>Kristi Gustafson Barlette writes an article that brings forth a lot of <span class="queryn" id="queryn"><b>antagonism from her readers. Rightly so...</b></span> </strong><br />
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<a href="http://blog.timesunion.com/kristi/ara-update-should-the-salon-have-charged-me-extra-for-straightening/51796/">http://blog.timesunion.com/kristi/ara-update-should-the-salon-have-charged-me-extra-for-straightening/51796/</a><br />
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Situations like this makes me wonder. Does the owner of this salon really think like this? Do they really think that they are winning back an unhappy customer? I do realize that there are times when you cannot make a customer happy but to NEVER apologize is simply not very smart customer service. I think the owner was more concerned with justifying their procedures than they were with trying to understand what made the customer upset.<br />
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This reminds me of a time that my wife and I were celebrating our anniversary. We made reservations at a well know establishment in downtown Albany. We had never been there but we were excited because they had a reputation for being a fabulous place. We got dressed for the occasion and arrived a few minutes before our reservation time. <br />
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Although it was only early November there was snow and it was cold. We were wearing heavy coats over formal attire. Inside, the place was warm and alive. We were just brimming with happiness. The owner/hostess was on the phone and watched as we walked in. Instead of smiling and acknowledging us with any sort of gesture he turned his back on us and continued to talk on the phone. <br />
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I looked at my wife and she looked at me. Both of us a bit surprised but we continued to stand there... waiting. Every so often a waiter or waitress would push by us on their way to the kitchen. Never a hello. Never a welcome. Never a sorry but somebody will be right with you. We waited. The owner continued to talk on the phone. We waited and watched people eating. And we waited. Standing in an entrance way to the restaurant. Getting hot with winter coats. Unbuttoning them and wishing somebody would at least offer to hang them up for us. Instead we waited.<br />
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I am a patient man but after 20 minutes of waiting I was no longer patient. <br />
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We buttoned up our coats and walked out. Made it to our car as the owner came running out after us. <br />
I rolled down my window to at least acknowledge him when nobody would acknowledge us. I expected and apology. Instead he was angry. Didn't I understand that he was on the phone with a customer and I shouldn't expect him to hang up on them to take care of me...<br />
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We made the exchange short and my wife and I went to Jack's Oyster House instead. I was still exasperated and explained my situation to the hostess there. Without a reservation they made room for us and seated us immediately as well as bought us an appetizer. Now there is exemplar customer service.<br />
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My story could have ended there but the owner of the other restaurant decided it was still necessary to call me at work the next day and continue with his tirade explaining how I was unreasonable. Never once apologizing. Never once trying to understand what I was so upset over. I could have explained that there were multiple ways that they could have shown that I was important. Simple acknowledgement with a gesture indication that he would be right with us. A short break from the phone conversation asking a waitress to seat us or at least take our coats... <br />
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The owner was more concerned about justifying his attitude than with trying to understand how to improve customer service. I'm not surprised that his restaurant closed forever a few years later.<br />
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What is important to you when it comes to customer service?Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com9tag:blogger.com,1999:blog-66050495109955709.post-73253852662991739682012-10-26T16:27:00.003-04:002012-10-26T16:27:47.701-04:00Mr. Subb brings Catering to you!<div class="MsoNormal" style="margin: 0in 0in 0pt;">
<span style="color: #993366;">Feedback from our customers is a great tool. When somebody compliments us it is uplifting to find out what we do well. We certainly will continue to try to do those things. Although complaints sometimes hurt, we get to find out the things that need improvement. We certainly take notice and look at ways to fix those areas. </span></div>
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<span style="color: #993366;">During our recent (current) campaign “Elect Mr. Subb your Subb Shop” we included a quick questionnaire. Besides the necessary customer data we asked: </span></div>
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<li class="MsoNormal" style="margin: 0in 0in 0pt; mso-list: l0 level1 lfo1; tab-stops: list .5in;"><span style="color: #993366;">What subb/sandwich is your favorite from Mr. Subb?</span></li>
<li class="MsoNormal" style="margin: 0in 0in 0pt; mso-list: l0 level1 lfo1; tab-stops: list .5in;"><span style="color: #993366;">What location is your favorite Mr. Subb location?</span></li>
<li class="MsoNormal" style="margin: 0in 0in 0pt; mso-list: l0 level1 lfo1; tab-stops: list .5in;"><span style="color: #993366;">Did you know that Mr. Subb is a locally owned and operated company?</span></li>
<li class="MsoNormal" style="margin: 0in 0in 0pt; mso-list: l0 level1 lfo1; tab-stops: list .5in;"><span style="color: #993366;">Did you know that you can save 5% every time you order online?</span></li>
<li class="MsoNormal" style="margin: 0in 0in 0pt; mso-list: l0 level1 lfo1; tab-stops: list .5in;"><span style="color: #993366;">What can Mr. Subb do to serve you better?</span></li>
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<span style="color: #993366;">As customers “voted” and answered our questionnaire we received a lot of compliments and a host of great suggestions. There were a few common themes. One was that it would be great if we delivered.</span></div>
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<span style="color: #993366;">Guess what?</span></div>
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<a href="http://3.bp.blogspot.com/-mAW_L4NRNog/UIrwuqEjEYI/AAAAAAAAABg/YkKC31ABCtg/s1600/Catering.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="57" oea="true" src="http://3.bp.blogspot.com/-mAW_L4NRNog/UIrwuqEjEYI/AAAAAAAAABg/YkKC31ABCtg/s400/Catering.jpg" width="400" /></a></div>
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<span style="color: #993366;">Mr. Subb now has a catering menu AND </span></div>
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<a href="http://1.bp.blogspot.com/-Knbjq304w0c/UIrw3gA4AzI/AAAAAAAAABo/VYcn8QgkCcA/s1600/brings.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="27" oea="true" src="http://1.bp.blogspot.com/-Knbjq304w0c/UIrw3gA4AzI/AAAAAAAAABo/VYcn8QgkCcA/s400/brings.jpg" width="400" /></a></div>
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<span style="color: #993366;"> </span><span style="color: #993366;">To make your party or meeting better Mr. Subb will bring food to you.</span></div>
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<em><span style="color: #993366;">“Mr. Subb's catering includes FREE delivery and set up for orders of $150 or more.<span style="mso-spacerun: yes;"> </span>(Must be within our normal delivery area).<span style="mso-spacerun: yes;"> </span>Catering includes utensils, plates and napkins.<span style="mso-spacerun: yes;"> </span>For smaller orders or for delivery out of our area there will be an extra charge for delivery.<span style="mso-spacerun: yes;"> </span>(Delivery charges are $15 and up)”</span></em></div>
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<span style="font-style: normal;">We try to listen to you. Send us your suggestions. For more information on catering visit our website at:</span></h3>
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<span style="font-style: normal;"><o:p></o:p></span> </h3>
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<a href="http://www.mrsubb.com/Catering.html">http://www.mrsubb.com/Catering.html</a><span style="font-style: normal;"><o:p></o:p></span></h3>
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Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-64480923303685553642012-10-11T14:14:00.001-04:002012-10-11T14:14:49.886-04:00Dirty Politics even in Subb Shop campaigns<div class="MsoNormal" style="margin: 0in 0in 0pt;">
<span style="color: black;">Election time is filled with excitement centering around the promises of change and of better futures. What an opportunity to have a fun little promotion that is election themed and brings some excitement to our customers as well. <o:p></o:p></span></div>
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<b><span style="color: black;">“Vote for Mr. Subb as your Subb Shop”.</span></b><span style="color: black;"> <o:p></o:p></span></div>
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<i><span style="color: black;">Plus you get entered to win some fabulous prizes.<o:p></o:p></span></i></div>
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Politicians every term must face their constituents and re-apply for their position. New contenders are always out there with bigger and better promises and the voters have to decide which will provide the best service to them and their community. It all comes down to a vote on Election Day.</div>
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<span style="color: black;">With some seriousness, Businesses do this too. Voting is not done at a polling place but by customers spending their hard earned dollars. Voting is done daily. Some new contenders come onto the market and some businesses find themselves voted out of their position. This promotion was meant not only to give some excitement to our customers but to remind everyone at Mr. Subb that we must seek the votes (sales) of our customers. We campaign (market) to our customers with campaign promises (marketing positions) and we must stand on our record (past performances) in delivering those campaign promises.<o:p></o:p></span></div>
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<span style="color: black;">The promotion was simple. Place some yard signs among the politician signs asking our customers for votes, Include Webpage, Facebook, Twitter, In-Store POS and Email support telling our customers our campaign promises and having people vote online. The vote would have a brief survey that could help us determine what things customers liked and what we could do better.<o:p></o:p></span></div>
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<span style="color: black;">Things started out great and signs were placed. I noticed some signs started disappearing. They were replaced. Was this a zoning issue? A competitor? Some kids wanting a souvenir? Part of campaigning I suppose but surprising. Mr. Subb has used these types of lawn signs before without having ANY disappear.<o:p></o:p></span></div>
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<span style="color: black;">One of the signs was in Newton Plaza in Latham. We have a location in the plaza and the plaza never contacted us about any reason they would have removed it. We replaced it.<o:p></o:p></span></div>
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<span style="color: black;">The night we replaced the sign, it disappeared again but this time there was a witness to the crime. I got a text from a friend who works at Computer Renaissance in the plaza. <o:p></o:p></span></div>
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<i><span style="color: black;">“Hey just leaving the store and a guy pulled up and took the Mr Subb sign(voting one) that was by the plaza sign and put it in his trunk. My mom told me when I got in the car. Not sure if this means anything, Just wanted you to know”<o:p></o:p></span></i></div>
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<span style="color: black;">I asked for a description and he responded;<o:p></o:p></span></div>
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<em>“All she said was a dark car, white guy, looked like a white dress shirt. He opened trunk right when he got out of the car and out it in the trunk then left”</em></div>
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<span style="color: black;">Well…<o:p></o:p></span></div>
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<span style="color: black;">I’ve dealt with town zoning officers and they don’t work at 9pm at night. Plus in most cases they tell you about the sign and warn you that if you put it up again you’ll be fined. I don’t think this was any town official.<o:p></o:p></span></div>
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<span style="color: black;">We have had to deal with kids too. The description doesn’t sound like it was a kid. <o:p></o:p></span></div>
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<span style="color: black;">Makes me believe that we are dealing with our competition running a dirty campaign. Makes me wonder about their campaign promises. If they can steal I am sure that they can lie too.<o:p></o:p></span></div>
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<span style="color: black;">Only two weeks into this “fun” campaign we have found that 40% of these campaign signs have been stolen. Some of these were placed directly in front of our stores. <o:p></o:p></span></div>
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<b><span style="color: black;">Dirty Politics for sure.</span></b></div>
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Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-5427577703959150722012-08-30T16:51:00.001-04:002012-08-30T16:51:58.642-04:00Wide Open Living<div class="MsoNormal" style="margin: 0in 0in 0pt;">
<span style="color: #993366;">I am a people watcher. I eavesdrop and rudely pry myself into your life. You may not notice me but I am there. These days we need to live like the world sees everything that we do. Cameras in our cell phones and the Internet so wide open much of our lives are open for others to see.<span style="mso-spacerun: yes;"> </span>I think this is a good thing. Maybe we’ll behave better. Maybe we’ll think before we say rude things to people. Sound bites and video clips following us like our shadows.</span></div>
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<span style="color: #993366;">Last week I was grabbing a quick bite to eat in a fast food place. I had ordered my food and I was waiting for them to prepare it. A girl was sitting with her family at one of the tables in the dining room. I watched as she huffed out of her chair and came back to the service counter. She slammed down an item and pushed it part way across the counter exclaiming, “I said no lettuce…” as she did so.</span></div>
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<span style="color: #993366;">There was nobody at the service counter but the Manager quickly came towards her. She continued her rant about specifically saying she had requested no lettuce and there was lettuce on it but no sour cream and other stuff.</span></div>
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<span style="color: #993366;">The Manager started with a response about items coming standard unless specifically ordered otherwise. The girl did not want to hear this and looked at her family as yelled, “I told them no lettuce didn’t I?” They vigorously shook their heads and the Manager replied, “I didn’t hear you say that but I’ll make you a new one”</span></div>
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<span style="color: #993366;">She was already in a fury and swore at him saying she didn’t want an efin new one she just won’t ever come back again.</span></div>
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<span style="color: #993366;">I know the Manager didn’t handle it perfectly. There should have been an apology first and then an explanation. Maybe things would have worked out differently but the customer was rude and unreasonable too. She didn’t need to light up the store with threats and expletives. The situation was getting resolved. Why don’t we just give people a chance? Why don’t we just live like our lives are wide open for the world to see?</span></div>
Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-87525070240766002802012-08-07T12:21:00.000-04:002012-08-07T12:21:04.035-04:00The Faces of People<div class="MsoNormal" style="margin: 0in 0in 0pt;">
<span style="color: #993366;">We can’t help ourselves. It is built into our DNA. We constantly judge people and make decisions about whom they are. But appearances can be deceiving. </span></div>
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<span style="color: #993366;">Many years ago I was working at our location in Lansingburgh. I was a night shiftleader and worked as many hours as I could get scheduled. Friday and Saturday nights were long shifts because we closed at 5am. I liked those shifts because the hours added up so quickly. You also got to see all sorts of people. Many that you would only shake your head at and wonder. Some that you were glad that you were standing behind a 4 foot counter and did not run into on a dark street corner. There was one in particular that I remember. He was a big man. A biker. He belonged to the Hell’s Angels. He was quiet and had tattoos across his knuckles. On one hand it said, “HATE”. On the other hand it said, “LOVE”. It certainly got my attention and I knew that I didn’t want either stamped on me.</span></div>
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<span style="color: #993366;">I worked with a young blond girl who got a lot of attention from the guys. She took it in stride and was able to make sure most of them behaved. One particular night I remember it started getting extremely loud in the store and I looked over and saw a couple of guys giving this young lady a hard time. She was getting flustered and as I finished up with the customer I was waiting on I turned to go help her. Before I could take a step I saw our Hell’s Angel’s friend quietly step behind these guys, grab a hold of their shirts behind their necks and lift them both off the floor. It got really quiet.</span></div>
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<span style="color: #993366;">In a gentle voice he as he turned both of them to look at him he said,</span></div>
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<span style="color: #993366;">“Gentlemen. I would suggest you treat this lady with a bit of respect”</span></div>
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<span style="color: #993366;">He gently set them back on the floor and they immediately apologized to my co-worker. </span></div>
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<span style="color: #993366;">I am a believer that people are genuinely good. Take a moment to see the real person before you judge them by their appearance.</span></div>
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<br /></div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com1tag:blogger.com,1999:blog-66050495109955709.post-27806917198766194482012-07-11T09:33:00.001-04:002012-07-11T09:33:44.868-04:00I can’t believe it happened to me.<div class="MsoNormal" style="margin: 0in 0in 0pt;">
<span style="color: #993366;">I can’t believe it happened to me.</span></div>
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<span style="color: #993366;">A good mood, good intentions and the right timing bring me to a place that I rarely visit. A bit of a splurge but I could really use a lift. It’s a high-end grocery chain and the food they sell is representative of the best that nature and man have to offer to nurture our body. Pricey and although money is tight sometimes we just need something different. I wander around to the pre-made sandwiches and although pickings are slim because it is towards the end of the day I settle on a turkey sandwich. They make them dry and let you choose dressing from packets in a basket. I look around and don’t see any dressings. I stopped because I wanted to eat on the run and not an hour later when I got home. The sandwich case is attached to their deli so I wander around the corner and catch the eye of what looks like the deli manager but he scurries away leaving me to wait patiently as the deli attendant waits on a lady in front of me. I shrug my shoulders and blame myself. I was probably too tentative with my body language. </span></div>
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<span style="color: #993366;">The customer was getting sliced turkey and as the attendant piles it on the scale it reaches .87 of a pound. She exclaims, “that’s fine” but the attendant oblivious to her comment turns his back and proceeds to slice more turkey until the scale registers over the pound that I am sure that the customer had requested. He wraps up the turkey slapping the price tag on the package and then blurts out, “Will there be anything else?”</span></div>
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<span style="color: #993366;">The customer says, “Well I needed some cheese… but” </span></div>
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<span style="color: #993366;">Her head turns and looks at me when she reaches that pivotal phrase and she gives her head a bit of a shake from left to right.</span></div>
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<span style="color: #993366;">“No thanks…”</span></div>
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<span style="color: #993366;">Her words trail off as she struggles to find the right words. Instead she simply turns and leaves with her turkey.</span></div>
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<span style="color: #993366;">Unfazed by the exchange the attendant looks at me with a blank look in his eye. I swear his left eye trails off in search of a clock that I could not detect. The high counter seems to give the attendant additional stature and I feel I need to raise the sandwich I was holding head high to show him and exclaim,</span></div>
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<span style="color: #993366;">“I don’t see any dressings for the sandwiches”</span></div>
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<span style="color: #993366;">“We’re out!”</span></div>
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<span style="color: #993366;">Those piercing words struck me by surprise. Out of mayonnaise possibly but out of ALL dressings? </span></div>
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<span style="color: #993366;">“You don’t have ANY dressings?”</span></div>
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<span style="color: #993366;">“NO”</span></div>
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<span style="color: #993366;">And as simply as that I was dismissed. The attendant turns and addresses the slicer that he had been using to serve the last customer.</span></div>
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<span style="color: #993366;">I would have loved to see my face. What kind of look did I have? Perplexed? Angry? Shocked?</span></div>
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<span style="color: #993366;">Whatever the emotion that was pulsing through my veins I was done. I was done trying to spend money that I really shouldn’t have in the first place. I was done with my good mood.<span style="mso-spacerun: yes;"> </span>I was done trying to grasp any understanding about how a grocery store did not have ANY dressings in their hundreds of thousands of items that they stock. Couldn’t they have offered to open a small jar from their retail? Couldn’t they have apologized? Couldn’t they… I was done with wondering why people were oblivious to customers that were clearly upset in their store. I stormed past a half dozen employees, all who simply got out of my way. Worst of all is that this company will never know why I don’t return to spend my money with them. They will never know that I am gone. They’ll go on doing what they are doing. </span></div>
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<span style="color: #993366;">…The thing is that stuff happens. It happens to you and it happens to me. Customers have a right to be noticed.<span style="mso-spacerun: yes;"> </span>Customers have the right to be treated with respect.</span></div>
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<span style="color: #993366;">We make our fair share of mistakes at Mr. Subb too. It’s natural because we are all human. Maybe we make a sandwich wrong. Maybe we are out of a product. Maybe we have our minds on something else and don’t listen closely enough to what you are saying. It’s how we respond to these circumstances that make the difference. I’d like to think that most of Mr. Subb employees care and will try to make things right for you. I fear that there are some that don’t. What bothers me the most is that I suspect customers are like me. They can’t believe what happened to them and instead of letting the company know they simply don’t come back. </span></div>
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<span style="color: #993366;">If you have a bad experience some place try to do the right thing and let them know. It’s the only way we’ll change. Have a great experience? Everyone loves compliments, At Mr. Subb both good and bad comments are passed along to the location. Come on… Speak your mind.</span></div>
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<br /></div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com1tag:blogger.com,1999:blog-66050495109955709.post-66227054104898744592012-04-30T08:49:00.000-04:002012-07-11T08:54:25.933-04:00Mr. Subb is greenThere are a lot of worthy causes out in this world. Some touch us through family members. Some through friends. Some causes are only a shadow in the direct circle that we know as our life. You can find stories in most of these that rip our hearts into tiny little bits, wringing compassion from all of us.<br />
The MDA (Muscular Distrophy Association) is one of those causes. <br />
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To learn more go to: <a href="http://www.mda.org/">http://www.mda.org/</a><br />
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This blog post is not to make your heart bleed with sympathy but to make your soul sing with glory. Mr. Subb joined with MDA to help raise the awareness of how this disease affects people's lives and to stand together with thousands of other organizations and individuals to raise money to aid the people most in need.<br />
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I was extremely proud at how the family at Mr. Subb responded. The money raised more than exceeded our expectations. Thank you to all our stores. Here are the top three fundraising stores.<br />
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Congratulations to Jeff and crew at Lansingburgh and to all their generous customers. They raised the most money from all of our locations for MDA. Fabulous job to all. The green at all our stores was amazing!<br />
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Congratulations to Crystal, Meagan and crew at Hoosick Street and to all their generous customers. They raised the second most money for MDA.</div>
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Congratulations to Lorrie and crew of Colonie Center and to all their generous customers. They raised the third most money for MDA.</div>
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</div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-54287136340440880202011-10-08T11:25:00.000-04:002011-10-08T11:25:39.725-04:00Right is Right unless its a Left<div class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="font-size: 11pt; mso-bidi-font-size: 12.0pt;">I think I am a careful and courteous driver. Of course I think I can carry a tune too and two of the most overestimated abilities are driving and singing. Sixty four percent of us would rate our driving skills as excellent. I am sure you are an excellent driver too.</span></div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="font-size: 11pt; mso-bidi-font-size: 12.0pt;">The other day I was getting on the Northway and the entranceway has a funnel merge where cars from two different locations come together to enter at the same place. Traffic was heavy so there was a line of cars entering from both locations funneling down to one lane just to have the opportunity to merge into traffic on the Northway. </span></div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="font-size: 11pt; mso-bidi-font-size: 12.0pt;">As I approached I watched as cars politely alternated into the first merge. Slow but steady. We’ll all eventually get where we were going.<span style="mso-spacerun: yes;"> </span>I approached and started to enter the gap left by the merging car ahead of me. It was my turn according to the unwritten rule of the procession.<span style="mso-spacerun: yes;"> </span>Instead of me filing into that single line awaiting the next step of the Northway merge I watched a car from the other lane speed up and squeeze me out of “my spot” and essentially block me from entering. Two other cars took that break in the rhythm to jump ahead of the line too.</span></div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="font-size: 11pt; mso-bidi-font-size: 12.0pt;">We all seem to live life in the fast lane. We are always in a hurry trying to get through all the busyness of our day. Waiting in lines is part of it and when people are discourteous it bothers us. Right is right. Still there are people who think that they deserve special treatment or aggressively take more than their share. Don’t you just hate these type of people?</span></div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="font-size: 11pt; mso-bidi-font-size: 12.0pt;">So you are waiting in line at your favorite Mr. Subb location and although the line is moving at a steady pace you can’t wait to savor one of those delicious potato nugget morsels that you can only find at Mr. Subb. Right out of nowhere somebody opens the door and buzzes right past you and goes straight to the register. I know you are getting upset. I would. Line jumpers just burn me. Right is right.</span></div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="font-size: 11pt; mso-bidi-font-size: 12.0pt;">Yeah, right is right unless it’s a left. Line jumping is allowed for people who order online. They placed their order well before you stepped into line and can go directly to the register to pick up their food from the next available server. Right is right. Why don’t you place your next order online? Not only will you save 5% with every order, you’ll be able to jump to the front of the line too.</span></div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-26142407160773233402011-09-12T14:16:00.001-04:002011-09-12T14:18:13.087-04:00The answer is NO?<div class="MsoNormal" style="margin: 0in 0in 0pt;">Our days are filled with a constant barrage for our attention, for our time and for our money. Some requests are subtle like a soft wind whispering in our ears. Some requests are an all out assault against our fortress of self. Most fall somewhere in the middle. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Most of us treat these affronts like we are in battle and they are attacks on our castles. We train ourselves to instantly defend and quickly answer “NO”. We scream “NO”. We shield ourselves with the answer. The faster our response the faster we can move on to the nest request. The answer is NO.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I think back on some of the sales pitches that I declined before I even understood the deal. Those fast food burger places that pitched the “would you like to make this a meal deal... you save” Or walking into one of those big box stores and making some large purchases for my home. The cashier went into a pitch about their credit card and saving on this purchase... except that my automatic defenses had already kicked in and I had answered NO before the nature of the offer settled in my ears. Some of these offers actually made sense. If I had taken the time to think about them before answering I would have answered yes. Who won’t want to pay less for something?</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Late last Fall Mr. Subb ran a promotion to help raise money for the Regional Food Bank. We offered a coupon book with $35 worth of coupons for $3.50. One coupon alone was a free Wrap worth the cost of the book itself. There were other totally free items too. We thought that this was a guaranteed win-win situation. Customers received valuable savings, the Regional Food Bank got money to help them feed the thousands of people in need in the Capital Region and it helped Mr. Subb draw more people back during the slower months of January and February. Some of you took advantage of this offer and we thank you. Some of your automatic defenses answered for you and that answer was NO. You answered before the real offer settled in on your ears. If you had thought about it I am sure the offer would have been a logical choice.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">The week of September 18 – 24 is “Dine Out No kid Hungry” week. Restaurants all over the United States are joining together to help knock out hunger among our kids. Mr. Subb has joined the fight. Please take a moment to understand our sales pitch before you automatically answer NO.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Mr Subb will give any customer a certificate for a free order of Oven Baked Potato Nugget when they donate at least $1. This is a win-win deal. $1 goes to a noble cause, you get an FREE order of Oven Baked Potato Nuggets for your next visit and we get to see you back on another day.<span style="mso-spacerun: yes;"> </span>A quick view of this deal shows you really save almost 50% on that order of Potato Nuggets and helped feed some hungry kids. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Do you want to help even more?<span style="mso-spacerun: yes;"> </span>Mr. Subb will give you a certificate for a free 6-inch subb if you donate $5 or more. Here are samples of the certificates. These are VOID of course. The real ones are available only at our locations. Why not take the opportunity to answer YES and make a real difference.</div><br />
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<div class="separator" style="clear: both; text-align: center;"><a href="http://1.bp.blogspot.com/-4qFfbRZOd5E/Tm5MdBCgQ0I/AAAAAAAAAAs/stVizLGjV5I/s1600/Dine-out+Coupon2-void.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="320" nba="true" src="http://1.bp.blogspot.com/-4qFfbRZOd5E/Tm5MdBCgQ0I/AAAAAAAAAAs/stVizLGjV5I/s320/Dine-out+Coupon2-void.jpg" width="242" /></a></div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com1tag:blogger.com,1999:blog-66050495109955709.post-6726865518982852362011-08-26T15:45:00.000-04:002011-08-26T15:45:28.952-04:00Little Things<div class="MsoNormal" style="margin: 0in 0in 0pt;">It can be the little things that can make the difference in your day. Maybe it is a spontaneous hug from one of your children, having green stoplights all the way to work or finding money in one of your coat pockets. We take those moments, stick them in our pockets and carry them with us so that we can take them out and smile whenever we need them.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Just like with your day, it is the little things that can make the difference with customer service. I don’t visit my bank that often. These days most things are done online but maybe once a month I’ll need some cash and instead of using an ATM card I will visit my bank branch and cash a check. I think I visit because I really like the way the bank tellers make me feel. They call me by name and greet me more like a friend than as a customer. The fact that they know me as I walk up to the counter is a little thing but it makes their customer service exemplary in my book. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I try not to think that the reason that these little things make such a difference is because there are so many places where the customer service is lacking. Or to wonder why so many businesses are going the self-service route and avoiding customer service all together. I’d rather think that these small things make such a difference because they are personal in nature.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">In fact, when people ask me how Mr. Subb is different than our competition one of the things that first comes to mind is about the people that work here. Most really care. They care about the customer, about providing the best service and about creating the best sandwiches that they can. I love visiting our restaurants just so I can see our people interact with our customers.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I am always impressed by how many customers are recognized. They might not know their names but they’ll have the customer’s regular order down to the exact details. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“He likes extra onions but only on half because he shares his subb with his wife and she doesn’t like onions. Make sure you wrap each half separately and twist the paper on the end of the one with onions…”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“Coffee but put a few ice cubes in it too cool it down…”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“Thursdays are Grilled Chicken days. Extra mayo on both the bottom and top of the roll...”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I like to watch for people doing things right and doing those small things that can really make the difference. Today I was in a store and a customer was asking about our Limited Time Chicken Salad Subb. He wanted to make sure that he would enjoy it. The Manager working described how we made it and assured him that he would like it and offered him a sample. He ordered a Foot Long Subb and waved off the sample. She insisted that he try it anyway so that he knew that he was getting all white meat chicken, fresh crisp celery and a delicious sandwich. A little thing but I am sure that he walked away happy.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Sometimes I don’t have to watch for these little things. Sometimes they just smack me on the head. One started with a phone call from an employee from one of our stores. Their Manager was on vacation and their District Manager was busy dealing with another urgent matter. The girl was on the verge of tears. A customer had ordered some party items and we had made the order incorrectly. The customer had specific instructions and we had failed to carry them out. The customer was upset and their anger twisted this young lady into knots. She tried to rectify the situation and told the customer that she would run new items directly to her business meeting but the damage was already done and this solution did not make the customer happy. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Our employee was clearly really upset. She did not know how to make things better and even said that she would pay for the item that she had make a mistake on. I assured her that mistakes happen to everyone and that we would never expect her to do that. We talked about how to handle the situation and she called the customer to apologize again and to make the customer happy.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">A long story short…</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">The customer called me directly because she wanted to make sure that our employee did not get into trouble and to compliment her on how well she handled the complaint. The one thing that struck her the most was a little thing about our employee offering to personally delivering new items directly to their meeting. I know this is not really a little thing. It is a whole series of little things that in the end make all the difference.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">What little things make your day or makes the difference in your customer service?</div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-39692749526053887362011-08-11T15:55:00.000-04:002011-08-11T15:55:10.049-04:00Speaking To Me<div class="MsoNormal" style="margin: 0in 0in 0pt;">Many years ago I was captivated by a radio commercial. I don’t know if it was the voice of the celebrity or the simplistic approach that the producers took. It just grew on me and so did the image of the company that it was touting. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">The commercial was for one of those national motel chains and the actor had a cool name that just rolled off your tongue and it always ended with a welcome telling you these places left the light on just for you. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I happened to be traveling one day and I was in need of a place to stay. It was late and I wanted something inexpensive because I would be getting up early to continue my travels. The happy feeling of the commercial washed over me as I saw one of their signs blazing through the darkness. My heartbeat kicked up a notch and I realized that I had an opportunity to stay with “friends”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I checked in and walked into the room and stopped short. It smelled kind of funny. No bother I told myself. Just a few hours of sleep was all that I needed. I pulled back the covers of the bed and clearly saw that the linen hadn’t been changed from the last customer’s visit. That happy feeling quickly disappeared. The smell in the room pounded at me. There was no way I could sleep in this room. A quick trip to the bathroom confirmed my sentiment and I was back on the road to the next motel thankful that they did not leave the light on for me.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">It is amazing how susceptible we are to advertising. Many times a good talking, good-looking politician can get our vote over a more capable candidate. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Large chains with big advertising budgets know this. They know that if they spend enough money and have the right flavor of commercial they can convince us that they are something that they really are not. One of our competitors uses a deluge of advertising to nails the word “fresh” to their name. I wonder what their concept of fresh really is though. Their lettuce is sliced, chlorinated and packed in bags a week ahead of when it makes it to your sandwich. Ask them to let you see a slicer for their deli meats and they can’t because there isn’t one in their restaurant. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Sometimes we are lucky and the contrast is so big between the promise of the commercial and the actual product that we can see through the hype. Many times the lines are a bit blurred and they fool us for a while. At Mr. Subb what you see should be what you get. All photos are taken in one of our stores without fancy lighting or a professional food stylist using fake products to try to fool you.<span style="mso-spacerun: yes;"> </span>We don’t have that huge advertising budget and we’ll let you form your own opinion of who we really are. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">And yes… Please continue to be a good customer and tell us when we can do things better or when we did things that let that “happy feeling wash right over you”. </div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com2tag:blogger.com,1999:blog-66050495109955709.post-63447988895894787312011-08-02T11:46:00.000-04:002011-08-02T11:46:45.466-04:00It Cost How Much?<div class="MsoNormal" style="margin: 0in 0in 0pt;">My wife asked me to stop and pick up eggs on the way home the other day. We were all home the next morning and maybe we’d have something more substantial than a pop tart for breakfast.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I pulled into the convenience store and wandered over to the coolers where the eggs were kept. My wife has me well trained. I knew that we always get the large size and that I have to open the carton and make sure that none of the eggs are cracked or broken</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I went to reach for the carton with the “large” on the side and I stopped. My brain was screaming at me. I saw the price and I immediately went into shock. Now it just goes to show how often I shop for food and how poor my memory really is. My mind was churning desperately trying to tell me that this was almost twice what I paid last time I bought eggs. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">My hand stopped and I had difficulty pulling out of my mental dive. I desperately searched for safe landing and there out of the corner of my eye I saw it. On a different color carton was a price that I felt safe with. It was the price I paid last time for eggs. It was almost half the price of the carton of eggs that I was sent to get. Except the carton color was different and the label said “medium”. I hesitated because I was so well trained but I just couldn’t help myself. I picked up the carton and opened the lid. No cracked or broken eggs and they really didn’t look that much smaller than the large.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Carton in hand I paid for my eggs and I was on my way home thinking about how I would phrase the justification of my purchase. All sorts of scenarios went through my brain. Unfortunately all of them had my wife looking at me the same way Debra looks at Raymond on ‘Everyone Loves Raymond” when he does something stupid.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">And that was exactly how it went.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“I got the eggs. I know that we get large but the medium was half the price…”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I could see her looking at me with that smirk on her face screaming, “I married an idiot but at least he’s cute”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">The seconds ticked off in slow motion allowing that look of hers to have the desired effect.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">She responded with “except all baking recipes call for LARGE eggs.”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Sitting down for breakfast the next morning I ruminated over the cute little eggs on my plate and the lack of any freshly baked goods. Buying on price alone doesn’t always get you what you want. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">So the next time you see a commercial pushing a hand in the air pounding that price point into your brain think about what you really want. Don’t you want fresh sliced lettuce, red ripe tomatoes and quality cold cuts for only a few pennies more?</div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0tag:blogger.com,1999:blog-66050495109955709.post-88463358949024305192011-07-30T10:15:00.000-04:002011-07-30T10:17:11.013-04:00I’m not a good Customer<div class="MsoNormal" style="margin: 0in 0in 0pt;">I am an easygoing man but sometimes things bother me. They’ll sit in my stomach like a pit making it difficult for me to digest. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Six months ago my wife and I decided that we really wanted food from one of our favorite small local restaurants. I could almost taste the delicious sauce from my regular dish as we entered the half-empty restaurant. The hostess smiled at us and grabbed some menus.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“Do you have a reservation?” he asked.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Smiling back and looking across the 10 empty tables I replied, “No we don’t”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">A startled look came across his face and he looked back across the restaurant and saw something different than I had. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“I’m sorry. I don’t think I can seat you tonight”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">A couple tables had reservation signs on them complete with menus and table settings but the remaining empty tables were not yet reserved or set for expectant guests. I was confused and then angry. The hostess walked away offering nothing to console me. No offer to seat us at the bar. No explanation about how they had a huge amount of reservations for the evening. No suggestions on how to avoid this problem in the future. No real apologies. What about take out?</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I left feeling that I had been brutally kicked out. We had never needed reservations before. I didn’t even know that they took reservations. This is a small local restaurant and the hostess is also the owner who lives just down the street from me. Now I felt stupid and hungry.<span style="mso-spacerun: yes;"> </span>We got pizza instead.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">It took me six months to get over it. Or maybe more appropriately it took six months for my desire for that fabulous sauce of theirs to become bigger than the pit created by my experience. We stopped again without a reservation and asked for a table. The scene was remarkably similar to our last visit. The restaurant was half empty. Only a few tables with reservation cards…</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“Do you have a reservation?” the hostess asked.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Smiling back and looking across the 10 empty tables I replied, “No we don’t”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">He quickly scanned the restaurant and nervously looked back at me.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“I can’t sit you outside”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">“That’s OK” I replied, “We want to sit indoors”</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">We followed him to a table in the corner by the bar and he seated us. Our meal was fabulous and the conversation exceptional. It took us a little over an hour to eat and in that time ALL the reserved tables remained empty. ALL the empty tables remained empty. Two other couples came in during that time. One waited 15 minutes for a table to open up on the half empty patio. The other decided to eat at the bar. I’m not sure if that they made that choice voluntarily or because they were told that there were no tables available.</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="mso-spacerun: yes;"> </span>I’m not a good customer. This is a good restaurant but they are doing something extremely stupid. They are not managing their tables or customers very well. A small restaurant like theirs needs 3 turns for every table. Taking reservations and committing that table to just one turn for the evening is costing them revenue. If I were a good customer I would tell them. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">Instead I won’t go back for another six months. I’ll let this experience sit in my stomach. It will take it that long to digest and when asked for a great place to eat I won’t mention their name like I used to. </div><div class="MsoNormal" style="margin: 0in 0in 0pt;"><br />
</div><div class="MsoNormal" style="margin: 0in 0in 0pt;">I hope you aren’t like me. I hope you are a good customer. Please be a good customer. If Mr. Subb does something stupid, please tell us.</div>Mr. Subbhttp://www.blogger.com/profile/09397029402012888668noreply@blogger.com0