Call the supplier or manager when an order is late to keep things moving.

What action is taken when an order is late?

• A. Notify customers immediately
• B. Call the supplier or manager
• C. Place a new order immediately
• D. Start a complaint file

Answer: (B)

When an order is late, the appropriate action to take is to call the supplier or manager. This step is crucial because it allows for immediate communication with those who are directly responsible for order fulfillment. By contacting the supplier or manager, one can gain insights into the reason for the delay, assess whether the order can still be expedited, or determine if alternative solutions need to be explored. This proactive approach helps in managing the situation effectively and keeps all involved parties informed. On the other hand, notifying customers immediately may not be the best first step because it might lead to unnecessary concern if the issue can be resolved quickly upon contacting the supplier. Placing a new order immediately before understanding the situation can result in double ordering and unnecessary costs. Starting a complaint file may be necessary if delays become a pattern, but it is not the immediate response to a single occurrence of a late order. Therefore, reaching out to the supplier or manager is the most logical and effective first action to take.

Late orders can throw a wrench into a busy shift, especially in a fast-paced setting like Jersey Mike’s. When the lunch rush is looming and a sandwich line is building, the last thing you want is radio silence or a cascade of open questions. The quick, practical move isn’t to panic or to flood the front line with surprises. It’s to pick up the phone and reach out to the people who actually control the flow—your supplier or your manager. That simple step sets the tone for how the rest of the day unfolds.

The essential move you’ll want to memorize (and repeat) is this: call the supplier or manager. That’s the action that buys you clarity, shelter from chaos, and a path toward a real solution. Why this option over the others? Let me break it down.

Why calling the supplier or manager comes first

• You get real-time information. When a delivery runs late, the root cause could be a dozen things—from a weather hiccup to a hiccup in the dock at a distribution center. A quick call gives you the actual status and a plausible ETA. Without that, you’re guessing, and guessing costs time, money, and credibility.

• You can assess options on the spot. Is the order still salvageable if it can be expedited? Can substitutions or partial deliveries cover the gap? A direct line to the person who controls fulfillment means you can weigh those choices in minutes, not hours.

• You prevent wasted effort. Placing a new order while the first one is still in transit often leads to double ordering, miscommunication, and waste. That is a headache you don’t want, especially during peak service.

• You protect relationships and trust. When teams act decisively and communicate openly with the people who supply your materials, you send a signal that you’re on top of the situation. That builds reliability for future orders.

A quick reality check: what not to do

• Notifying customers immediately. If you jump the gun and alert guests about a delay before you have a clear ETA or a guaranteed workaround, you risk creating unnecessary anxiety or losing trust. It’s better to have a plan in hand before you brief the customer.

• Placing a new order right away. Double orders create waste, which is costly in both money and space. It also muddies the record and makes it harder to tell what went wrong and when.

• Starting a complaint file for a single delay. Complaints are important, but they’re usually meant for recurring issues or patterns. A one-off delay deserves a targeted, respectful response—starting with the facts you gather from the supplier or manager.

• Waiting without a plan. Silence is expensive. If you don’t have a plan after you call, you’re just trading one problem for another.

What to say when you pick up the call

If you’re facing a late order, a clean, concise call script can keep everyone on the same page. Here’s a practical approach you can adapt:

• Identify yourself and the order: “Hi, this is [Name] at Jersey Mike’s [location]. I’m calling about order #[order number] placed for delivery at [time].”

• State the issue: “The delivery is late, and we need a status update and ETA.”

• Ask for specifics: “What caused the delay? How long do you anticipate it will take to reach us? Is there a viable workaround—substitutions, partial delivery, or alternate routes?”

• Clarify options: “If it won’t arrive soon, what can we do to keep service moving—partial fulfillment, or a different supplier if needed?”

• Confirm next steps: “Please keep me updated, and I’ll pass along any changes to the team immediately.”

A simple post-call plan

• If ETA improves: prepare the kitchen for a quick, targeted service boost to accommodate the late items and avoid a bottleneck.

• If ETA remains uncertain: decide on a backup plan with the supplier or manager—partial delivery, substitutions, or a revised delivery window—and communicate that clearly to the team and to customers when appropriate.

• If a substitution is chosen: verify availability, cost impact, and how to label or note substitutions for the customer receipt.

What to do on your end to keep things smooth

• Have the right contacts handy. A quick-access list of your supplier’s on-call numbers and your store manager’s direct line makes the process painless. A little prep goes a long way when urgency hits.

• Document the timeline. Record the order number, initial ETA, the moment you called, and the responses you received. A simple log helps with later reviews and keeps everyone aligned.

• Maintain a calm, can-do tone. It’s easy to sound flustered when a delay shakes up a plan. A steady voice and clear questions help unlock faster information and smoother cooperation.

• Prepare customer-ready options in advance. Even if you’re still waiting on details, having a few viable paths ready—like a temporary menu adjustment or a wait-listed alternative—lets you move quickly when you have more data.

Where this fits into Phase 3-style scenarios

In tougher, real-world situations, teams face late orders as a test of coordination. Phase 3-type scenarios shed light on how well a crew collaborates across roles—kitchen, front of house, and supplier relations. The core skill is not just knowing what to do, but knowing whom to loop in, what to ask, and how to translate that information into smooth, customer-friendly action. The sequence—contact the supplier or manager first, then decide with the team, then communicate a clear plan to customers—keeps the operation moving rather than stalling.

A tangible checklist you can keep handy

• Order number and delivery time

• Current ETA or updated ETA from supplier/driver

• Reason for delay (weather, traffic, stock, equipment)

• Feasible options (partial delivery, substitutions, alternative route)

• Plan to inform team and customers (timing, language, and tone)

• Documentation of all calls and decisions

Visualizing the flow helps. Think of it like a relay race: the fastest way to the finish line is to pass the baton quickly to the person who can actually make the next move. In this case, the baton is the information, and the next runner is the supplier or manager. With accurate data and a confident handoff, the rest of the crew can run their leg without tripping over avoidable miscommunications.

A quick digression that ties back to the main point

Delays aren’t just a scheduling hiccup; they’re a chance to show how well a team responds under pressure. When you handle early questions with calm, you reduce the stress for both your crew and your customers. It’s not just about getting the items to the counter; it’s about preserving the energy of the whole service moment. Your front-of-house teammate isn’t just a face on the line—they’re the conduit between the kitchen’s timing and the guest’s experience. And that bridge starts with one phone call that makes a world of difference.

Bringing it all together

So, what action should you take when a late order hits the system? Call the supplier or manager. It’s the move that makes sense in the moment and builds a foundation for a quick, practical response. It prevents wasted effort, protects the guest experience, and keeps the team aligned. The other options—warning customers immediately, placing a new order outright, or starting a complaint file—have their places, but they’re not the first, decisive step when you’re trying to calm the curve and recover service.

If you’re part of a Jersey Mike’s crew or studying the kind of scenarios that appear in Phase 3 discussions, this approach isn’t a gimmick. It’s a reliable workflow that turns a potential setback into a manageable situation. You’ll gain credibility with teammates and suppliers, and you’ll protect the dining room tempo that keeps guests coming back.

As you move through your shift, remember this simple truth: the fastest, clearest route from delay to resolution starts with a direct line to the people who control the order. Reach out, gather facts, compare options, and communicate a plan. Then, and only then, bring guests into the loop with the confidence that you’ve already done the ground work to keep their day moving forward. In the end, that’s what makes a Jersey Mike’s experience feel dependable, even when the clock isn’t on your side.