Sometimes the "right thing to do" is more important than the rules. Heidi guessed right but she got fired. The victims of the fire were homeless and now Heidi is jobless. Heidi was right. Subway was wrong.
This was a bad call from Subway for a lot of reasons. Here's why: the employees still working for Subway probably now think that Subway is an awful place to work (employees always side with an employee who gets fired for doing something good). Subway, when they could have championed such a beautiful gesture, stomped it and now will have a hard time finding employees who will trust their managers. You can bet that customers are also giving them an earful because it's Dartmouth and people in Dartmouth help people when they're down.
Despite all of their advertising promoting themselves as a healthy place to eat, Subway's brand has been tarnished by some bean-counting, short-sighted manager who thinks the rules are more important than doing the right thing.
Rival Quiznos has offered Heidi a job and are raising money for the fire victims. Any thing Subway does now will be too little too late.
Total cost of the two sandwiches: about ten bucks. Cost of the hit to their Corporate Culture and customer loyalty: priceless.
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Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
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