Mr. Sub Case Study

He also wanted to learn what customers want from their store and whether the students had any complaints or suggestions. Through our survey of students and staff members at Humber College, we will provide the owner with results on the overall satisfaction of customers, and how Mr. Sub can improve or change any existing products or services.Mr. Sub's mission is to: "Sell quality food, make it fresh, and serve it fast; Above all, give customers real value for their money." The owner believes that in this business, the most important factors are to provide food that is fresh and healthy and in addition, provide good service which is of utmost importance in order to attract and retain a loyal customer base.
             Mr. Sub is a franchise operation, which means that in essence, the owner is "leasing" the "Mr. Sub" brand name and all the good will that is associated with the name. This particular franchise at Humber College was obtained by the owner because he was the highest bidder; the owner lives close to the area and felt that he could target the school population easily with little competition from surrounding eateries. (Note: The only immediate competition they have is the local school cafeteria). Customer service is the most important factor in the food industry and Mr. Sub has a training method that ensures good customer service. The franchise owner's training begins with a two week, in-class program at MR. Sub's training centre in Toronto, Ontario. Following these two weeks, training will continue for one week at a selected MR.SUB location. The staff is given three-months training, and their behavior and attitude is monitored for couple of weeks after the training is fi!.
             nished. .
             The prices and promotional decisions are made by the owner and the head office and Mr. Sub's strategy is to set its prices a bit lower than its main competitor, "Subway." (Competitive pricing). Advertising and promotions are decided by the head office and all franchise owners have to pay a certain amount of money to cover costs for research, promotions and advertisements.