Miscommunication

When I was 16, i worked at Subway. It was not a fun job. We were also the only Subway in the area that had a drive-thru. the only problem was that our drive-thru system only included the speaker and headset. We had no formal drive-thru computer system. All we could do is either take their order and write it down and have them wait 10 minutes on 3 subs or make their order as they say it meaning they gave us one ingredient every 20 seconds. As you can imagine this was not efficient and Subway really doesn't need a drive-thru. We make our sandwiches in front of the customer and it takes a while so it's much easier for every one involved if customers just came inside. The miscommunication happened several times while using the drive-thru system. We sometimes misinterpreted whatever they were saying and gave them the wrong sandwich or wrong toppings. Sometimes people did not realize it and drove off only to drive back 20 minutes later with many complaints. This was due to our poor speaker. We may have lost customers from unhappy people who got the wrong order. This could have been prevented by investing in a better speaker system. Also by getting rid of the system all together. This is the best solution since the whole point of Subway's service is for people to come inside and watch their sandwich being made so they never get a wrong order. And because everything is fresh, it takes a little while to get a sandwich made and there is usually two people helping out to keep the line moving faster. So this was a bad decision by our subway manager to put in a drive thru system.