Congratulations Mary Lambie!
Mary Lambie is the October winner of an Awesome Service Award.
She was nominated by customer Lusiana Raibe:
"The person I would like to nominate works at Telcom Place Subway and has provided consistently efficient personalised service at the busiest times.
Daily this restaurant has long lunch-time queues of people waiting to order in person. At the same time, there is a smaller queue of those, like myself, who pre-order online, and are waiting to collect. This means there are two tills, one for each group of people.
The lady I am nominating works this busiest time managing both tills and both queues simultaneously.
With an online order you usually place your name on the order you will collect. This lady memorises the names and as she multitasks thru serving two queues she intermittently looks up to acknowledge, by name, the people waiting in the online orders queue.
A few words like ‘I’ll be with you in a minute Lucy’ not only acknowledges you but adds a personal touch that makes you feel more like a friend than a transaction.
Recently, there was a ‘promotion’ by this Subway, where orders online get a free cookie. Not being one to miss anything worthwhile that is ‘free’ I placed an order online and went to collect.
When I got to the ‘collections queue’ I discovered, due to my error, they hadn’t received the order.
Disappointingly, I looked at the long line of people waiting to order and contemplated going without lunch. Then I heard my nominee say ‘don’t worry Lucy, are you after the usual? we’ll make it up now’. Then I cheekily asked for the ‘free cookie’, although this was for online orders.
The response - ‘which type would you like?’ outstanding! It’s neat to know when you muck up a request for a particular product or service, people can look at your relationship with the business overall and make an allowance.
To my surprise, I also found out recently that this lady is not an employee of the business, but the Owner! It’s really good to see a business owner that throws themselves in the deep-end providing one of the most hectic parts of the service, managing two tills, alongside her team.
At this point, I have to confess ignorance, although I thought my nominee looked familiar, the only time I realised who she was – was when I asked another member of the Subway Team for her name, for this nomination.
It is Mary Lambie. In light of her past achievements, it’s even more impressive that she continues to be a ‘people person’ who is willing to work the ‘coalface’ with her Team, and provide an excellent example of personalised service."
Congratulations Mary Lambie!
