Smokehouse BBQ chicken

Retrain Your Team on Proper Smokehouse BBQ Chicken Preparation

Operations Specialist/Brian Silvia

During Window #4 (April 15–May 31), your restaurant is featuring a delicious Limited Time Offering, the Smokehouse BBQ Chicken sandwich (pictured). Sales of this product are going strong, and our advertising is in full swing. However, customer complaints and franchisee surveys have indicated the following operational challenges:

Problem:  Customers are receiving partially cold product, even after the sandwich goes through the speed oven, which means the chicken was not fully thawed prior to mixing it with sauce.

Solution:  Make sure to thaw unopened bags of chicken in your walk-in cooler for 48 hours prior to preparation.

Problem:  Customers are receiving chicken pieces that are too large.

Solution:  Make sure to break apart all large pieces during backroom prep, and discard any pieces that seem rubbery and/or cannot be easily broken.

Problem:  Customers are receiving product with too much or too little barbecue sauce mixed in.

Solution:  After placing one 5lb bag of fully thawed chicken in a mixing bowl, place it on a scale and tare to zero, then add 24oz (net weight) of barbecue sauce to the bowl and mix thoroughly.

Problem:  Customers are receiving less than the correct amount of chicken.

Solution:  If pre-portioning, weigh out 3.25oz of chicken per portion tray and use two portions per FOOTLONGâ„¢. If scooping, use two #12 Green-Handled Scoops per FOOTLONGâ„¢, with each scoop filled level to the top.

Farmington cookie survey

SUBWAY®-Restaurant (Store ID)

32711

Based on your most recent experience, how likely are you to recommend this SUBWAY® Restaurant to a friend or colleague on a scale of 10? (10 = Extremely likely, 0 = unlikely)

10

Please provide specific comments to help us understand the rating you have assigned above.

Wow, what a difference a day or two makes. Or, maybe it was the hour, or the location. But, Fantastic lunch today. Everything was wonderful. Yes!

What one area in general could we most improve upon? (please choose one)

Everything met my expectations

How many times per month do you visit a fast-food restaurant?

03

Of those monthly visits, how many per month are at SUBWAY®?

03

Please select the date and time posted on your receipt.

4/21/2012 12:09:00 PM

Please enter the Trans # posted on your receipt.

64

How/where did you pay?

Cash

Farmington schedule 4-25 to 5-1

Riverdale schedule 4-25 to 5-1

Clinton schedule 4-25 to 5-1

Customer complaints

We have had some customer complaints about our customer service. The customer is ALWAYS right, and we need to do whatever we can to make them happy. Sometimes it gets busy and we as employees get frustrated. We need to remember to not take this out on customers. We need to still welcome every customer with a smile. Even though sandwiches need to be made quickly, we need to still be polite to the customers. We need to make sure when a customer walks in the door they are welcomed, and we end any conversations between other employees and help the them ASAP. It shouldn't take five minutes to decide who is going to help them either. Drop whatever you are doing and make sure the customer gets helped. Do not sigh or act irritated with a customer when they are unsure of what you said or have a lot of sandwiches to order. They pick up on this and when they complain they are sure to mention everything we as the employees did wrong. Please put a good name out for our stores and for subway. "If you aren't taking care of your customers, your competition will.” You and your customers may not always agree but they choose to be your customer. They are the people that decide to return and spend money in your SUBWAY restaurant. So take the steps to assure your team is providing Exceptional Customer Service to ensure your customers keep coming back...Customer Service is not a limited time offer!

Clinton April evaluation

1- As with last month, there were stained ceiling tiles in several places in the customer area.
2- As with last month, there was mold built up on back of ice chute on beverage dispenser.
3- The handwashing sign in the men's restroom has been torn off and needs to be replaced.
4- The store kept the curved glass front counter when completing the decor upgrade to Tuscany but did not use the retrofit front counter light kit to add underlighting to curved glass.

Riverdale April Evaluation

1- The sandwich unit above the hot well was dirty with food debris and build-up
2- The walls over the prep area and 3 compartment sink had food splatters and build-up on them.
3- There were no bottles of coke zero ( a newly and required and promoted beverage)
4- The restaurant is a drive-thru location and does not have a dedicated POS for drive thru sales.
5- The concern is the meat side of the sandwich unit, the food display under lighting has a burnt out bulb, and these are several light bulbs on purse rail under lighting that are burnt out as well.
6- The New acrylic display for the subway cards is broken and it has been replaced with the older green metal display.

Crew lets work on cleaning over prep area and 3 compartment sink and above the hot well!

Farmington schedule 4-18 to 4-24

Riverdale schedule 4-18 to 4-24