Firehouse Subs did it right after doing it wrong
I left this tweet earlier today and thought I'd follow-up on an experience I had with Firehouse subs this afternoon. Kate and I drove over to Firehouse today to grab some lunch for the fam. Couple of combo's and a kids PB&J were ordered and that was that...I thought...until I got in my car and drove 10 minutes back home only to realize an entire combo wasn't in the bag. Stupid for me for not looking in the bag but nevertheless, it was wrong. I called Firehouse Subs off of Custer Rd. in Mckinney, and talked to the manager there, Will. He was very upfront and apologetic and got my name, order, and said he'd have the sub ready to go when I returned.
Another 10 minute drive back, and he met me at the counter with the bag ready to go and wanted to refund me for the entire order (not just my sub). Through all the hoopla we figured out that the they actually filled the right order that was placed by the cashier, it was the cashier got it wrong. So understanding the mix up I told him to just keep the money and having my sandwich was payment enough. He urged me to take it but I said, "No thanks." Will said, "Ok, but just hang on for one second." He went into the back and came back a couple minutes later with a couple free sandwich passes and said you can use these whenever you want.
Wow! I went from my initial annoyed state to a tweeting evangelist in a matter of minutes. Will was apologetic, didn't beat around the bush and went above and beyond to ensure he kept me coming back. Kudos to him and the store they are trying to run. Not many businesses anymore deliver that kind of service and felt that considering the effort he put in for me I'd sing their praises for this post.
Thanks Will!
P.S. I like to write about good customer service experiences for a couple of reasons. 1) I feel you should brag about others good service works. 2) This is my way of doing a 'survey card' for companies. Don't think I want to call/write/email you but I do want to tell those that read my blog about those that do well so my friends can benefit from good customer service.
UPDATE: Nice! Firehouse subs responds via Twitter. Here is a good example of modern day customer service...they come to me instead of me having to go to them. Well done @firehouse_subs.
Posted from Mc Kinney, TX
