Interview: The manager of Subway Wangsa Walk

An interview was carried with the manager of Wangsa Walk Subway, Encik Aizat Ismail as the representative for his franchiser. Below is the Q&A.

Q: What is the working hour?

A: It depends on the outline. As you know there is traditional and non-traditional outlet available. In general, for traditional outline will fix the time with the shopping centre working hour. Wangsa Walk Subway is 10am to 10pm, while non-traditional outlet will base on the crowd and management.

Q: Are you pleased with your investment I this franchise?

A: Yes definitely. We are making money. The Wangsa Walk outline almost 3 year and a half years. We used 6 months only to break even. We earn RM8,000 every day. Comparing with last year, our sale was better. Since the KL Festival City Mall built up (another shopping centre), our sale is dropping from RM10,000 to RM8,000.

Q: Has the franchiser lived up to its promises?

A: So far is good. For example, we had a case to push the sale when started the business. We need brand awareness and request for coupon to bring the crowd. The idea is effective and the Subway deliver the coupon very fast. It helps us to boost the sale.

Q: What was your greatest disappointment after getting into this business?

A: No. Subway offer good opportunities and well manage.

Q: How effective was the training you received in helping you run the franchise?

A: Mr. Kamal, the franchiser and I went for training in other Subway outlet in Setiawangsa for 2 months. You may curious the e-brochure stated in 2 weeks time. It is not true. No one able to catch up the learning process in a month. A lot of procedure, operation plan, guideline, case study and marketing strategy need time to go through.

Q: As a leader for Subway outlet, what is your job description?

A: Push the sale and monitor the workers. Food industries grow faster and never die. Everyone walk out for food. We need food every day. Our staffs in Wangsa Walk are well trained to serve each of the customers in peak season.

Q: What is your franchise’s cash flow like?

A: No convenient. We earn more than 50% for all the sandwishes.

Q: How much money are you making on your investment?

A: In average, we earn RM10,000 per week for Wangsa Walk outlet.

Q: Is there a franchisee advisory council that represents franchisees?

A: Dato Vincent Choo is the highest level of management. He is the representative for Malaysia Subway. Our head quarter in Singapore which is belonging to Southeast Asia.

Q: Knowing what you know now, would you buy this franchise again?

A: Mr. Kamal and I plan to buy a few Subway franchise located in east Malaysia. Our target is 10 outlets in these 5 years.

Q: What is the benefit being Malaysia Subway franchise?

A:  The vegetable especially the olive is free for topping. Malaysian like to put all the ingredients into their sandwich. Unlike Japan, you have to pay if you need all the ingredients and sauces.

Q: How do you manage your food supply?

A: For bread, it must be fresh, the day you bake, the day you sell it. We never sell another overnight bread. This is very serious if we do not follow. While for the vegetables except the pickles, chili and olive, we renew everyday. Pickles can be store for 5 days.

Q: How much do you invest for Wangsa Walk Subway? (show him the estimate cost from e-brochure)

A: The cost is correct. We spend RM600,000 which is considered very affordable. Baking oven is the most expensive equipment in Subway. Extra seat, extra pay.

Q: Are you happy with the floor plan sent from Subway?

A: No comment. There is a branding guideline we need to follow. We merely follow and listen to advisor.

Q: Do you allow to change the menu? Do you suggest anything?

A: No. The term and condition stated very clear that franchiser is not allowed to change or modify the menu. We have to follow all the instruction provided by Subway. For example, the Ramadan Set, Subway dropped an e-mail with step-by-step and marketing planning. Once they deliver the advertising material like flyers and buntings, we need to launch on the day provided by Subway.

Q: Who is your for competitors?

A: McDonald’s. They are the biggest and only one competitor in Malaysia and my outlet. In our culture, including Malay, Indian, Chinese, they prefer cooked meal. Basing on my research carried in 2009, customers define Subway provides raw food and undercook. They do not believe the nutrient and freshness. In my opinion, Subway sandwich is better than any food in market. First, consumer know what we put in the bread. Second, it is fresh. Third, it cooks from raw food. Forth, we reject processed food. This is the reason why Subway is growing faster than any franchise in the world.

Q: How is the team work?

A: Top level will be franchiser and manager, follow my assistant and supervisor. The workers divided into senior and junior.

Q: Do you provide part time?

A: Yes. With minimum RM4.00 per hour for fresh graduate.