Business owner Kam Dhanda fosters a community support system within his Subway franchise
By Hannah Foulger
It was 1992 when Kam Dhanda arrived in Canada from the U.K., looking to become an entrepreneur. He was no stranger to the restaurant business, having been raised in the industry, but as a new immigrant arrived without the contacts and connections that he had back home. That is, until he learned of a relative from the U.S. who had built a successful business as part of Subway, one of the world’s largest and most successful franchise brands.
That’s how Dhanda’s story began.
It’s been 33 years since Dhanda was inspired to buy his first Subway franchise in Surrey, British Colombia. He’s since expanded to three locations, and alongside his business partner, employs more than 50 people. For him, Subway was the right choice, not just at the time but for every day since because of the community environment that Subway creates, supported by their tried-and-true business concept.
“Subway fosters a sense of unity, making franchisees feel like one big family,” says Dhanda. “I’ve always felt valued and supported, with ample opportunities for lifelong learning. The Subway franchise system provides all the tools and resources necessary for success, and by following Subway’s example, franchisees like me can grow and thrive.”
Starting the day right
In fostering his success, Dhanda starts his day at 4 a.m. before getting some exercise and heading to work. Having grown up in the restaurant industry, Dhanda’s “family approach” is important not only to maintain minimal turnover, but to support his team both in work and life. Every morning, he emails his staff to check in on them. “I like to check in with my team often so that they always know that I’m there for them,” he says. “My partner and I personally go to every single restaurant daily to check cleanliness, and food safety. We also have team meetings where we focus on motivation and ensuring that every team member feels like a part of the organization.”
One small moment of pleasure Dhanda has every day is when one of his employees sports a genuine smile, proud of a job well done. He knows that the best customer service comes from employees that feel safe and supported in what they do.
“Mental health and wellness are a key part of what we do as a team, and we are always looking to support each other.” Some of his employees have been with his company for as many as 20 years. They have daily team meetings “to ensure everyone is on the same page and feeling good about their responsibility and most importantly, their overall mental and physical wellbeing,” Dhanda shares.
Teaming up
Dhanda knows he’s not just a franchisee, he’s one part of a whole team that makes Subway a great place to work.
“My philosophy is that everyone is a team player, and we all do our part to make the guests happy—we treat each other with respect and appreciate each other, which, in turn, has a positive impact on our guests,” he says. “Daily interactions really matter—some days it is a simple smile from a guest or a fist bump from a team member that makes all the difference. The bigger moments of giving back and supporting the community have stayed with me and I hope to have even more of those in the years to come.”
Dhanda sees the emphasis on fostering a healthy community reflected in the Subway brand and business, not just in the restaurant but also in the neighbourhoods and especially at schools. Through the opportunities that Subway provides, Dhanda has been able to support important causes, including Subway’s own Never Miss Lunch program, which they run in partnership with Food Banks Canada. Together, for the past five years, they’ve been able to deliver around 740,000 food packs to children in more than 200 communities across the country. These packs of fruits and vegetables are given to children annually at the end of the school year, helping them eat balanced and nutritious food over the summer break.
Dhanda has also felt personally supported by the Subway brand because of their ongoing assistance in helping to develop his skills as a franchisee.
“Subway fosters a sense of unity, making franchisees feel like one big family,” he says. “I’ve always felt valued and supported, with ample opportunities for lifelong learning.”
Rock-solid support
Subway’s system is so strong and consistent that even in historically unprecedented times, Dhanda knew that he had the structure, the knowledge, and the foundation to get through difficult circumstances.
“From day one, I knew sticking to the Subway system was key—recognizing it as a tried-and-tested formula for success. One of the biggest challenges in my 33 years as a Subway franchisee was the unprecedented time of COVID-19. It was a profoundly challenging time across the industry and one that underscored the importance of my teams and the communities we serve. Throughout the uncertainty, I remained steadfast in my commitment to stand by my team and local communities when they needed it most.”
By sticking to Subway’s system, Dhanda’s franchises have not only endured through historically arduous times, but have thrived enough to be named Business of the Year by the Surrey Business Excellence Awards multiple years in a row.
“I continue to learn something new every day. As my business expanded, I quickly realized how crucial it was to have solid plans, clear goals, and effective systems to keep everything running smoothly,” Dhanda says. “I’m very grateful to the Subway team for their steadfast support, which played an instrumental role in helping me reach my goals and bring my vision to life.”
As tried-and-true as the brand is, Subway continues to evolve and change to meet the needs of today’s and tomorrow’s customers. “Subway is currently transforming their offerings through new restaurant concepts, new technology, and new menu innovation, targeting the next generation of consumers,” Dhanda shares. Each step of the way, Subway provides training to equip their franchisees for success. The “University of Subway,” the brand’s online training platform for franchisees and employees, offers continuous learning resources to support them through upgrades and changes to the menu and the different offerings available.
What’s more, Subway has sent Dhanda to multiple local conferences, regional meetings, and conventions. These have given him the opportunity to exchange insights and best practices with fellow franchisees. “This collaborative environment not only enhances the Subway brand but also recognizes the success of individual franchisees,” he says.
As Subway evolves and changes, Dhanda is excited to be at the forefront of this change. He is a member of various franchisee advisory boards. He also mentors and trains other franchises, as he loves to support other new and established franchisees as they achieve success. His ultimate goal is to enhance the brand for everyone. Even after 33 years of working with Subway, Dhanda still has a passion for his customers, his team, and the franchise brand’s “endless opportunities for growth.”
Learn more about franchising with Subway Canada
