Subway – The Fresh Taste of Customer Service

Business Franchise Australia and New Zealand spoke with three Subway® franchise owners who reveal the secret ingredient to building a successful franchise: excellent customer service.

There’s nothing more rewarding than being a small business owner, with the ability to drive your own success and build an empire. For more than 50 years, Subway® has been providing a platform for passionate small business people to grow their own success, with the help of a proven franchise framework.

Subway® franchise owners come to work every day to deliver value-for-money meals, personalised to guests’ tastes, be that in restaurant, online, via the Subway® app or through third-party delivery. But Subway® is more than freshly-made food that’s better for you; it’s about a passion for serving individual and communities.

Perhaps it’s this passion that led Subway® to be crowned the 2019 Major Quick Service Restaurant of the year in the Roy Morgan Customer Satisfaction Awards. And why the brand has opened 150 nextgeneration restaurants across Australia and New Zealand in the past two years and revitalised its menu.

Here’s what three Subway® franchise owners feel the secret is to customer service excellence in their businesses.

Charlotte Peace, Perth Franchise Owner

“I was attracted to Subway initially because of the fresh food, I felt that it was a product

I could be proud to serve and a successful brand that I wanted to be part of,” said Charlotte Peace, a franchise owner of ten years. “Customer service is the end to end, holistic experience, from when guests walk through the doors to when they walk out with their tasty sub, snack or drink.

“I look after my guests, in the same way, I would if they visited my home. It’s all about the little things – knowing their name, their favourite sandwich, their go-to sauce, their kid’s names, and what time they clock off work. I really do treat each customer like they’re my family and I instil the same work ethic in my Sandwich Artist team.”

Tilay Patwala, Melbourne Franchise Owner

“The greatest joy in my day comes from seeing my guests’ faces light up, it makes me so happy and proud,” said Tilay, who works in his restaurant every day of the week. “A smiling face can really be underestimated, but you’ll never know just how much you’ve made someone’s day when you give them a friendly wave or a ‘hello’.

A while ago, my guests started calling me the Master Ninja, because I work fast and I can still ask them about their day while I’m doing it!”

Damian Culpeper, Brisbane Franchise Owner

“My introduction to customer experience came relatively early on in my time as a franchise owner,” said Damian, who has just bought his second Subway® restaurant. “I studied Human Resources at university, and these skills translated well to running on my own restaurant. It taught me that people like structure and routine. So, if it’s your first time in restaurant, I make it a priority to know your name within seconds. If you come back again, I make a promise to myself to remember your name - and now order - without fault. Third time comes around, and I’ll know your name and order backwards. It might sound easy, but it’s harder than it sounds!”

Subway® Australia and New Zealand Country Director, Chris Churchmichael, said franchise owners like Damian, Charlotte and Tilay had been the heart and soul of the Subway® global franchise model for more than 50 years. “Our hard-working franchise owners are committed to creating fresh customer experiences and craveable food every day. While there are millions of ways to create a Subway sandwich, one ingredient remains the same – the human ingredient,” Mr Churchmichael said.

“What sets Subway apart is that we are always working closely with our franchise owners, providing coaching and support so that they can provide that iconic Subway experience to each and every guest who steps through their doors.

“In 2020, we’ll continue to set the industry standard for guest experience with more delicious Subway flavours set to hit the menu, new next-generation restaurants and more offers available only to Subcard loyalty members,” he added.

If you’re hungry to join a brand that is both passionate about quality food and a quality customer experience, take a fresh look at Subway®.