I ordered my usual 12 inch tuna on wheat at a nearby Subway. I’ve ordered this sandwich in maybe ten or fifteen states, scores of them, so I know whereof I speak when it comes to Subway tuna sandwiches.

On one earlier occasion I mentioned to the manager that his bread was dry and, thus, not as good. He said it was because they were still learning how to regulate the ovens. OK, makes sense.

Last Friday I purchased a sandwich at the same restaurant. Same result for maybe the fourth or fifth time. Since I’ve eaten this sandwich so many times from so many restaurants I know it can be better.

So this time I spoke again to the same manager, sharing with him in an even, non-agitated voice that his bread wasn’t up to par. To my surprise, he immediately turned to the middle-aged woman making my sandwich and told her in strong terms that she must put the bread inside a cabinet minutes after it's taken from the oven. In other words, he blamed her for my concern, even though my concern referenced a sandwich purchased the previous week. It was not her fault.

Clearly this manager knows little about good leadership, appreciating his personnel, or being mature or professional enough to assume responsibility. Since this Subway (and by the way, I don’t blame the company for this) is relatively near our home I’ll likely return. But if I continue to get dry bread I’m going to speak up again and see what the manager does this time.

What’s interesting about all this is that the “fix” is so simple, so minimal in cost. It just requires a manager who cares about his or her product, customers, and staff.

© Rex M. Rogers – All Rights Reserved, 2011

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