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| - I know right? I didn't think I would have an update this soon either! From last we left off, I came home with a refrigerator cold meatball sub! LOL Here is the continuation of my untoasted bread meatball sub saga with Marco's! Before I get too involved in the story let me give the short version for all those who do not like to read long reviews. Short version: Extraordinary customer service. I mean above and beyond; it does not get better than this. It's not just the way they treat me but all the customers I see coming in and out while waiting for my food. They ROCK and that makes all the difference in the world. Too many places forgot how customer services works.. Marco's not only talks the talk but they walk the walk! They are truly about the customer!! Long version; Untoasted meatball sub trilogy: the mystery is solved! Well now I understand! I ordered my Meatball sub without any mention that I had been there previously. I only asked if I could get the bread non-toasted. Here's Is what happened. The lady who was helping me was on the middle register between two of her co-workers on each side. They all seemed to stop what they were doing and were oddly paying attention. Something was weird about this! Why is my order causing so much curiosity? Lol They kind of gestured towards each other and right away she asks me, "Does it matter to me if the meatballs were hot and cheese melted? Because we bake the meatballs and cheese in the oven in the bread." | It was at this point everything made sense to me. This was their process and there is no deviated outside of that said process. I'm saying that is a bad thing, it actually brings consistency across their menu and stores. Like when you go to a McDonald's, it doesn't matter where you go In the world... McDonald's always tastes the same as you are used to. | I kindly responded with, "If you have a process that you follow that no problem! Put the bread and toast it up as you normally would. It's all good". But she said "NO! You are our customer and you do not like toasted bread then you shall have it exactly the way that you like it!". I was super-appreciative of her ambition but I don't like when people go out of their way for me.. always makes me a little uncomfortable. So I came back with, "Seriously, you can toast the bread, I prefer it untoasted but if this is your process than I'm cool with it. It's not that I hate a toasted sub, I just don't like it as much". | She stopped for 2 seconds and thinking quickly she said, "NO! I'll make it work! I can work this out and you can get the sub the way you like it!" Again I say, "Really it's cool" and she responds, "I got this!" Her two co-workers seemed REALLY curious at this point. I was as well! LOL I paid for my sub and sat at the table. | They have a completely open kitchen. I love that. I love places where you can see right into every part of the kitchen. It's like full disclosure... this is how we are making your food and we are not afraid to show you because we have nothing to hide! Love that! Much respect for places such as this. With that being said, I kind of had a good seat to see all of this unfold. I'm going to guess that based upon my first visit (when I got the ice meatball sub) and my current visit this afternoon, I must be the only person in the world who doesn't like their sub roll toasted! I realize for sure that I am the first person at this location to ask for an untoasted sub. Just a side note, "Is that odd? Is it just me? Am I a freak? Am I the only person in the world who doesn't like a toasted sub? I mean, don't get me wrong, I don't mind warm bread and I don't even mind slightly toasted but I had some pretty bad experiences with other places l don't want to mention names but like SUBWAY!! They toast the heck out of their bread to the point where it was dark brown and crunchy. I don't like crunchy bread!!! lol. Sorry, I digress, back to the story! | She went and started doing her thing. She went and got a rectangular pan, put the meatballs, sauce, and cheese in such a way and then put it in the oven to heat up the meat/melt the cheese and all that good stuff. She takes it out and now there are even more on looking Marco employees. She takes a spatula and transfers everything PERFECTLY into the bread. Clearly, there was NO process at Marco's in Glendale for making a meatball parm sub without toast bread until I showed up this afternoon! Now there is and it's only because one person took a customer service approach that was way above and beyond to make it happen. | When she was done making the sandwich, she comes up to hand deliver the food to me.. I got up to meet her halfway and she was smiling the whole way! She said, "I was able to do what none of my co-workers thought would be possible!" Also, because of her smile, her friendliness, and true compassion... she turned a normally uncomfortable situation for me into something that was pleasant and enjoyable. Now, THAT is customer service!!!
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