How much could failing to keep your customer service promises cost you? Quite a bit in customer goodwill and possibly in legal costs, if sandwich franchise Subway’s experience is anything to go by.
ABC News recently reported on a lawsuit filed against the chain by two men who accuse the restaurant of selling “footlong” sandwiches less than 12 inches long. The plaintiff’s attorney, who is seeking class-action status, says footlongs from 17 Subway locations have been measured and consistently came up short.
The hubbub started when an Australian Subway customer posted a picture online of a footlong next to a ruler showing it was just 11 inches long. Subway Australia responded, “Subway’s ‘SUBWAY FOOTLONG’ is a registered trademark as a descriptive name for the sub sold in Subway Restaurants and not intended to be a measurement of length.” Later, Subway representatives said the problem stems from inconsistencies in the process used to bake bread fresh in stores.
Whatever the truth may be, delivering on what you promise is the first tenet of customer service. In today’s social media-obsessed world, breaking a promise to even one customer could cause millions of customers and prospects to doubt your honesty.
Read the full article at ABC News.
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