1. A
fter a long, grueling season, the Super Bowl con-
cluded last week, with my favorite NFL team, the
Baltimore Ravens, taking home the Vince Lombardi
trophy. With that victory in mind, I began to think where it all
started. Hard work and dedication is the recipe to any success-
ful organization, whether it is an NFL team or a Subway
Franchisee.
During the post-Super Bowl press conferences, Raven Coach
John Harbaugh contributed his Super Bowl Championship to
the “Winning” organization set forth by the Baltimore Ravens.
In any business, the winning mentality starts with the top level
management and goes down to the front line personal. For the
Ravens, it starts with the
owner, Steve Biscotti. Steve
provides the resources and
cash flow for his team to
make the necessary deci-
sions to build a world class
organization. Speaking in
Subway terms, Steve repre-
sents a Franchisee of multi-
unit Subway stores.
The next in command is
general manager, Ozzie
Newsome. Since the team
moved to Baltimore from
Cleveland in 1996, Ozzie has
been a constant presence in the Ravens organization and was
responsible for building the team through draft picks, and free
agent signings. Ozzie is known throughout the NFL has being
the premier GM in the game due to his expertise in selecting
talent in the NFL draft. Again, comparing him in Subway ter-
minology, Ozzie would be the equivalent of a general manag-
er of multiple store locations. His responsibilities would con-
sist of hiring employees, balancing schedules, completing
paper work, calculating food cost, and running daily opera-
tions.
After that comes the Baltimore Ravens head coach, John
Harbaugh. Since being hired by the Ravens in 2008, Harbaugh
has accomplished the following: Career Record of 63-30 (67%),
13 Playoff appearances, 3 AFC Championship Appearances, 1
AFC Championship, and 1 Super Bowl win. This is a huge
accomplishment for someone who has been a head coach for
only 5 seasons. With his leadership and guidance, he prepares
his team on a weekly basis to give it all they have and come out
victorious. I would compare John to a Subway store manager.
Every great coach and manager possesses the similar traits of
a determined mindset, positive work attitude, and superior
leadership qualities. It is up to the store manager to help bal-
ance the schedule and put together a team of sandwich artists
that will provide the overall best experience the customer.
Then comes the warriors in the trenches, the Baltimore
Ravens players, lead by Ray
Lewis. Ray Lewis has done it
all in his illustrious career. I
would compare Ray Lewis to a
senior sandwich artists trained
and fully knowledgeable with
store operations (Opening and
closing), sandwich formulas,
POS system functions, and
motivational skills. If Ray was
a senior sandwich artist, he
would motivate each employee
to demonstrate great attention
to detail on their sandwiches,
while providing impeccable
customer service. The last and
most important on the Subway roster are the sandwich artists.
(insert line about other Ravens players). These sandwich
artists should be highly motivated, pay attention to the details
of a customer’s order and foster a sense of companionship
with their peer. Sandwich Artists can come and go throughout
a store’s history, but when a S.A. makes a memorable impres-
sion to the customer, that is truly remarkable. It can lead to cus-
tomer loyalty and positive referrals due to the excellent cus-
tomer service and appealing sandwiches.
In summary, in any profitable organization it takes great lead-
ers from top to bottom. This is the winning recipe to any organ-
ization whether it is the Super Bowl Champions Baltimore
Ravens, or a multi-unit Subway Franchisee. GO Ravens!
Mid-Atlantic News • March 2013
YOUR SUBWAY NEWS SOURCE • MARCH 2013Mid-Atlantic
By Brandon Johnson
BUILDING A CHAMPIONSHIP TEAM IN YOUR SUBWAY
NEWS

2. W
e all know how important it is to serve
safe food. Not only is it important to pro-
tect our business and our Brand but it is
the right thing to do. For your employees who serve
our customers everyday it is critical that they under-
stand how to handle food safely. Now that warmer
weather will be here soon it’s a good time to review
the temperature danger zone with all of your employ-
ees (41-140 degrees). The following are some proce-
dures that I have noticed over the last few months
that need to be revisited with your employees:
Heating in the morn-
ing is critical step.
Trying to heat a full one
third size pan of meat-
balls may take thirty
minutes or more to
reach the 165 degrees
required. It also reduces
the quality by burning
parts of the content.
After you have split the
volume of meatballs
into pans not more than
two inches thick,
microwave until the
temperature reaches 165
degrees for at least 20
seconds. Then move the
meatballs to the preheated hot holding well. Don’t
forget to monitor the temperature and turn down the
holding well to ensure the holding temperature of 140
to 155 degrees. Meatballs have a 4 hour hold time and
needs to be discarded at that time.
Reviewing with your employees how to reducing the
internal temperature of hot food at the end of the day
will help ensure food safety. To properly cool any hot
item it must to stay out of the temperature danger
zone as much as possible. Splitting the product in
separate pans so the product is never more than two
inches thick will help with the cooling process. The
product needs to be cooled to less than 70 degrees
within the first two hours or less and be cooled to less
than forty degrees at the end of four hours or less.
The best way to do this is with an ice bath in your
three compartment sink. The combination of ice and
water will make a nice slushy mixture and will bring
down the temperature quickly. Once the proper tem-
perature is obtained store in the cooler over night.
The key here is to reduce the mass of product to two
inches or less.
Holding food cold on the sandwich bar is also an
important part of food safety. Cold food must be held
at 40 degrees or below on the sandwich bar. Moving
your sandwich unit
products to the cooler at
close is the best way to
hold the product over
night. In the morning
pre chill your sandwich
unit for 30 minutes
before moving the prod-
uct from the cooler to
the sandwich unit. Keep
the product below the
fill line in the pans and
add only chilled product
to the sandwich unit
will ensure you temper-
atures will stay below 40
degrees.
The safe guard in our stores to ensure the food stays
out of the danger zone is taking temperatures and
recording them on our Temperature logs. Taking
action to correct these issues may require further
training on your part. This information for most of
you is very basic, but consider the new employees
you hire who have not worked or been properly
trained in the food service industry. Like everything
else that we do in our job communication and train-
ing is the key to success. Please contact your Business
Consultant if you have any questions.
vaThe Mid-Atlantic News is published monthly by Subway Development Corporation of Washington and is
available on line at SubwayDCW.com. All issues of this publication are confidential and
intended for the use of Subway Franchisees and Employees Only.
Comments, questions, concerns, or ideas for future articles are welcome and can be submitted directly online.
Mid-Atlantic News • March 2013 • Page Two
By Terry Foss
FOOD SAFETY OUR #1 GOAL
The safe guard in our stores to
ensure the food stays out of
the danger zone is taking tem-
peratures and recording them
on our Temperature logs.
Taking action to correct these
issues may require further
training on your part.

3. By Scott Reynolds
Mid-Atlantic News • March 2013 • Page Three
THE IMPORTANCE OF AN INCH
A
s you know by now, the hot topic online and
with many of our customers in store has been
the story that recently went viral about our
subs not measuring 12 inches. It all started as a Facebook
post by a customer in Australia that posted a picture of
his "Footlong" Subway sub that actually measured only
11 inches. This story quickly snowballed and was on all
major news networks.
This quickly led to a lawsuit by two New Jersey men
taking Subway to task for selling "Footlong" sandwiches
that measured less than 12 inches, followed by several
other lawsuits in other areas of the country. There were
customers online making statements such as "If I'm pay-
ing for a footlong sub that they so annoyingly advertise,
then I want a footlong sub," As you have witnessed with
social media, word can travel around the world very
quickly.
In my travels I have heard many employees and many
customers talking about this story and how people have
too much time on their hands to be measuring and wor-
rying about a sub that is 11 inches rather than 12 inches.
It is easy for us to dismiss these claims as ridiculous and
just a method for someone to make a quick buck by
suing. Regardless, this is an issue that we have to take
seriously.
Here are a couple of things that you need to make sure
that you are doing everyday in your stores to ensure that
your bread is measuring a full 12 inches. It is extremely
important that you take this seriously as more and more
people are going to start to measure their subs because of
these stories.
- You should bake your bread until it reaches a rich, golden
brown color to ensure proper bread density, preventing the
bread from collapsing.
- You should make sure that the bread is properly floor
retarded and reaches 50–55° F (10-12° C) before it goes
into the proofer. If the bread is too cold, it will not expand
(proof) properly and get to the right size (length, height
and width). Bringing the dough up to the proper tempera-
ture before placing it into the proofer will ensure it is fully
defrosted.
- You should make sure the bread is fully cooled in the open
air rack before placing into the enclosed bread cabinet. By
placing warm bread in a cabinet with cool bread, the warm
air will cause previously cooled bread to warm and then
cool again, thereby accelerating staling and causing wrin-
kling and shrinking.
- Make sure that bread baked the day before is discarded by
11am. Over time, moisture will migrate out of the bread,
causing it to wrinkle and shrink.
To measure your bread to make sure that it is 12 inch-
es long you should:
- Place a sheet of deli paper on the counter as the longer side
of the deli paper measures exactly 12in.
- If the bread is the length of the deli paper, then your bread
is 12 inches long.
- If your bread is slightly longer than a sheet of deli paper,
that’s an acceptable size.
- If your bread is shorter than a sheet of deli paper, you
should serve it only as a 6 inch or 3 inch loaf of bread.
It is our job as operators to make sure that we are deliv-
ering a product to our customers that far exceeds the
expectations that they have. It is extremely important
for brand consistency that we always follow baking
guidelines and are delivering a consistent product every
time. Subway recently released a statement to the
Chicago Tribune stating, "We have redoubled our efforts
to ensure consistency and correct length in every sand-
wich we serve. Our commitment remains steadfast to
ensure that every Subway Footlong sandwich is 12 inch-
es at each location worldwide." Make sure that your
efforts in your store match the efforts of the rest of the
brand, for an inch really does matter to the success of all
of us!

4. I
am always on the lookout for words of wisdom
about customer service and in my search I
found these quotes which I thought were really
good and have chosen to share them with you and
give credit to the wise businessmen and authors of
the quote because they were so good. Some of the
names you will recognize instantly.
“There is only one boss: the customer. And he can
fire everybody in the company from the chairman on
down, simply by spending his money somewhere
else.” Sam Walton
“Do what you do so well that they will want to see it
again and bring their friends.” Walt Disney
“Unless you have 100% customer satisfaction, you
must improve.” Horst Schulz
“Choose to deliver amazing service to your cus-
tomers. You’ll stand out because they don’t get it any-
where else.” Kevin Stirtz
Good customer service costs less than bad customer
service.” Sally Gronow
“Courteous treatment will make a customer a walk-
ing advertisement.” J. C. Penney
“Customer satisfaction is worthless. Customer loyal-
ty is priceless.” Jeffrey Gitomer
Every company’s greatest assets are its customers,
because without customers there is no company.”
Michael LeBoeuf
aa
SUBWAY DEVELOPMENT • 7601 Lewinsville Road • Suite 310 • McLean, Virginia 22101
CCoonnggrraattuull
to the following franchisees who have purchased an existing store, opened a new store or
purchased a franchise in January 2013!
OPENED A NEW STORE:
Sharad Doshi,
Francis Santamaria,
Grant Pryseski 55784 Williamsport, MD
Aramark 57764 Dover, DE
Carmen Micciche 54931 Rockville, MD
Sheetal Patel 55794 Hampton, VA
Ken Brumbaugh 57100 Mt. Jackson, VA
Hitesh Patel 55261 Newport News, VA
Wilco Food Service Co. 51904 Skippers, VA
PURCHASED AN EXISTING STORE:
Vippan Chopra 46937 Fredericksburg, VA
PURCHASED A FRANCHISE:
Baljinder Matharu Frederick, MD
Kung K (Alex) &
Yeoun H. Moon Rockville, MD
Ravi & Suguna Tripuraneni Newport News, VA
ttiioonnss
By Scott Wooten
CUSTOMER SERVICE WORDS OF WISDOM