Subway Training Insights on Triage

Mastering Customer Triage: Essential Priorities for Subway Employees

In the fast-paced environment of a Subway restaurant, understanding how to prioritize tasks can be the difference between smooth operations and chaotic service. In this comprehensive guide, we delve into the concept of customer triage—a critical method taken from the medical field and adapted for food service—that helps employees determine which tasks deserve immediate attention.

What is Customer Triage?

Triage originates from the medical industry, primarily used in emergency rooms where multiple patients may require attention simultaneously. The goal is to evaluate each patient’s condition and prioritize treatment based on the severity of their injuries. For instance, a patient with a gunshot wound would receive care before someone who has merely sprained an ankle. This principle applies directly to Subway stores, where employees must often juggle various responsibilities while ensuring customer satisfaction.

The Importance of Prioritization at Subway

At Subway, effective triage involves knowing what needs to be done first to ensure that customers are served promptly and efficiently. Here’s a breakdown of the priorities you should follow:

1. Bread: Without bread, there are no sandwiches! Breads must always be prioritized as they are fundamental to Subway’s business model.
2. Customers: Serving customers is paramount. Whenever a customer enters, drop any non-urgent tasks—unless it’s related to bread—and greet them immediately.
3. Prep Work: After attending to customers, focus on necessary preparations for menu items.
4. Cleaning the Sandwich Unit: Keep visible areas clean, as these directly affect customer perceptions.
5. Lobby Maintenance: A clean lobby creates a welcoming atmosphere, which is essential for customer retention.
6. Non-Service Tasks: Administrative duties such as managing trash or temperature checks come next.
7. Dishes: Save dishwashing for last unless absolutely necessary. Dishes can wait until all other tasks are completed.

How to Implement Effective Triage

Understanding the order of tasks is crucial, but how do you effectively implement this triage system during your shift? Below are practical strategies and scenarios to demonstrate this approach:

Scenario 1: Busy Days

Imagine a day that starts slow but suddenly ramps up during lunch hours. If you realize you’re running low on bread, here’s how you should act:

1. Quickly grab extra bread from storage.
2. Resume sandwich making while keeping an eye on customer flow.
3. Once there’s a brief pause, put more bread into the proofer to ensure future supply.

This strategy allows for continuous service while also planning ahead to prevent running out of bread.

Scenario 2: Running Out of Ingredients

If you’re out of rotisserie chicken and two customers walk in, greet them and assess their orders:

• If they’re ordering rotisserie chicken, prepare just enough to fulfill their requests without slowing down service.
• If not, continue to make their sandwiches and prep the chicken afterward.

Scenario 3: Remote Orders

When a remote order comes in while serving two customers, take the following steps:

1. Print out the remote order.
2. Finish serving the current customers.
3. Immediately start working on the remote order to ensure it’s ready upon arrival.

Scenario 4: Phone Orders

If the phone rings during a busy period:

• Let customers know you’ll answer the phone quickly.
• If it’s a short order, take it. For larger requests, capture their number and promise to call back later.

Scenario 5: Dealing with Dishes

A sink full of dishes can be tempting to tackle right away, but remember that it’s the last priority:

1. Check if all other tasks (bread, customer service, cleaning) are handled first.
2. If everything else is complete, then tackle those dishes.

Conclusion: Key Takeaways on Triage

Implementing the concept of triage at Subway not only enhances your efficiency but also improves overall customer experience. By prioritizing effectively, you ensure that:

• All necessary ingredients are available, particularly bread.
• Customers feel valued and attended to without unnecessary waits.
• Restaurant cleanliness and organization remain high.

By mastering triage principles, Subway employees can maintain rapid service even during peak times, ultimately contributing to higher customer satisfaction and a successful business operation.

For further insights on improving your service skills, consider checking out additional resources or engaging in staff training sessions focused on effective customer engagement techniques.