Posts Tagged ‘Footlong’

Subway, Social Media, Bad PR and Recovery

steveparkhurst | January 27, 2013 in Promotional,Television,Visual | Comments (0)

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Subway Logo - The Parkhurst Group

Subway restaurants is learning the cost of gypping a customer. But with their recent humiliation has come a great chance to re-engage with their customers and prove themselves to be a honorable company looking to create happy, satisfied customers.

As you can see from the news story, a disgruntled customer took to the web to show his displeasure with being served a sandwich that was shorter than advertised.

The world’s largest fast-food chain faced widespread criticism last week after a man posted a photo online showing a “Footlong” next to a tape measure that showed it to be just 11 inches. Subway said Friday that it’s redoubling efforts to “ensure consistency and correct length” in all its sandwiches.

The company had already noted last week that bread length could vary when franchisees don’t bake to its exact specifications and that it would reinforce policies to ensure consistency.

In a statement Friday, Subway expressed “regret” for “any instance where we did not fully deliver on our promise to our customers.”

Subway’s response was pretty positive in my mind. They took responsibility and explained their policy, and they explained what might have caused this problem and how they will seek to assure this does not happen again.

Ultimately, this was a softball issue for Subway to handle. Fortunately they did not have to contend with something that could cause a fatality, like rancid meat. You may recall in the early 1990’s, Jack In The Box suffered from their response to instances of E. coli where hundreds of people got sick, and children actually died because of the tainted food. So yes, there are levels of public relations, and then there is the magnification of the issues via media outlets. For Subway, they’ll recover just fine, especially if there is not a recurrence of the shortened bread rip-off.

Anyway, what are your thoughts on the way Subway handled this?