Case Studies: Subway Restaurant owner makes the news - the wrong way!

Who said franchise owners have a leg up on marketing? In this case study, we see how the ridiculous act of one franchisee has the potential to damage the image of all 16,887 Subway restaurants in 72 countries! Here's a case of positive public relations shifting into reverse!

When local Oneonta, NY firefighters became dehydrated while snuffing a fire down the street one hot night in August, thoughtful Subway restaurant employees gave them some of the restaurant's cold water. About four cases, it turns out. They even called their owner during the late hour to get his permission, which he granted.

Next thing your know, the thoughtless owner (perhaps by some misguided desire for profits) told the good Samaritan employees they'd have to pay him for the water they gave to the firefighters. While the initial gift of water did not make the news, the "take back" attitude of the franchise owner hit the local paper - big time!

Read all about it here.

This sort of public relations stupidity is probably not anticipated in the Subway franchise manuals or the franchise agreement, for that matter. It is almost beyond the imagination. Even so, we suspect the parent company's management has dispatched a team to try and salvage their image. After all - the whole brouhaha is over a $34 tab. Meanwhile, the owner is holding his ground! We can't imagine the public siding with him.

While his employees did the right thing, in giving a hand to the thirsty firefighters, this owner turned it to a debacle - and one of the best examples we've seen for a while on how not to enhance one's public relations.

Perhaps when he realizes the damage to his business his decision will cause (we suspect it could cost him thousands in sales), he will change his tune - but too late to help him out of the ashes. Let's wish Subway headquarters luck in solving the problem.

Note: The Subway name and logo are registered trademarks of Doctor's Associates, Inc.
This franchise organization has an excellent reputation, numerous community-beneficial programs, and from our experience, tasty sandwiches! It's web site is located at www.subway.com

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