AccuConferenceAccuConference

Dec
19
2011
8 Things I Learned From Subway Maranda Gibson

My first job was working at Subway Sandwiches in my small little town. Since the town was small, it meant that I didn't often get slammed by a rush of customers, but sometimes - a school bus would stop for sandwiches on their way home. I was sixteen years old, working until 10 PM on weekends, and I would have rather been uptown with the other kids my age. Eventually, my grades started to suffer so my parents told me that I had to quit - a decision I didn't mind.

I didn't realize it but working at Subway prepared me for any job I would have after it, including this one. Now that I'm older and more mature I look at teenagers who are working fast food and I just want to reach across the counter and tell (punch) them that they are missing a huge opportunity to learn about customer service. Working in fast food taught me eight things that every teenage employee needs to know and these are things I use every day.

  1. Smile - When I am on the phone with a customer they can tell if I am smiling or not. It's important that my tone is friendly and welcoming. There's no way you can hide if you're smiling or not when you're infront of the customer. Smiling at your customer is an important part of all customer service and helps the customer feel like you're glad they are there and chosing your company to so business with. It makes a huge difference to the entire transaction when you simply greet them with a smile.
  2. Acknowledge their presence - Even when you have a line out the door you still need to acknoweldge the presence of the people who are walking in. No, you don't have to call out across the resturaunt that you will be with them in just a moment - they can see that, but when they get up to the counter and are ready to order, simply thank them for waiting. They could have chosen to walk out the door and go down the street to your competition but they didn't.
  3. Put away your cell phone - When a customer is infront of you that customer should be the most important thing in your world. End of story.
  4. Take It Seriously - You are working in food service and, sure, a lot of people would look down their nose at you, but don't let that affect your work attitidue. You're handling food and have the potential to seriously affect someone's health - be sure you keep that in mind and wash your hands, follow cooking instructions, and don't do anything that's going to make me call the health inspector.
  5. Each Customer is a New One - I know that working in fast food might mean you deal with the overly angry customer who treats you like dirt simply because he or she can. That customer is a jerk and he shouldn't treat you like that just because he/she thinks that behavior is acceptable. We have all had bad customers or people that we couldn't communicate with but once they walk away you have to let it go, otherwise every customer will be that guy to you, and you're guranteed to have a horrible day.
  6. Respect the Order - If your company allows for special orders it is really unfair to your customer to roll your eyes when they try to place one. If I want a cheeseburger with extra cheese and no onions please don't make me feel like I've ruined your day by placing such an order.
  7. Keep Opinions About Your Job to Yourself - I know it's not where you see yourself working forever - but for now, it's the job you have and it only makes your customers uncomfortable to know that you dislike your job.
  8. Find Something You Like or Leave - When I worked at Subway, one of my favorite things was to chop tomatoes. It sounds silly, but there was something stress relieving about the giant tomato slicing machine. I looked forward to that time of day even as silly as it was. Find something you like to do and try to look forward to that.

Bonus Tip for the Customer - Sometimes, we make food service jobs very hard. If you walk into a resturuant and have to stand in a very long line to get your food, why are you so mean to the teenager behind the counter? Do you think they wanted to be short staffed today? I know it's easy to just assume that the business didn't properly staff the location but there's a good chance someone called out sick or there was a problem with a register before you got there. If it's noisy in the location and the cashier has to ask you to repeat yourself why do you get so upset about that?

When it comes to customer service, most people are generally understanding of issues that might arise and we try our best to be patient when we're hungry and cranky. One of the things that makes customers less cranky is having a kind, polite, and friendly person behind the counter to speak with.

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