No Attention to Detail at Kentucky Fried Chicken

I learned a long time ago from letters right here in PFB to NEVER
leave the drive thru before you check your order. If it takes a few
more seconds then fine. But it should be what you ordered.

I only go to KFC on a Monday when they have the pot pies for $2.99 and
add a chicken breast for my lunch the next day tot he order. However,
sometimes the breast is a bit small and I will usually open the box
PRIOR to leaving the drive thru window. If I think its not a size
appropriate for the price I ask them to to please find a larger piece
if they can. If they cannot then they will give me a couple of wings
or a biscuit.

Also they have never once gotten an attitude when I have asked them to
exhange the smaller piece for a larger one...they have always been
accomodating. Maybe that's why this location is so popular.

In the past, many people have commented on complaints like these by
saying, "Well, what do you expect? It's KFC!" (I'm not saying anyone
here has done that on this letter.)

I agree KFC is not the Four Seasons, but I think a customer can expect
at least a basic level of service. When I got to McDonalds, Taco Bell,
etc I expect three simple things: 1). Get my order right, 2). Get it
to me reasonably fast, and 3). Be relatively pleasant about it. I
don't think that's too much to ask. I sounds like this location has
failed on points #1 and #3, and I'm not sure #2 is enough to make up
for that.

Anyways, good letter.

at a BK, I went back during the day with my receipt and asked for a
manager. I spoke face to face with her, and made sure she knew
exactly the impression it left on me.

She was very apologetic, admitted the drive through CSR had a history
of attitude issues (!), and gave me some compensation. I also made it
clear the behavior was unacceptable. I hope you supplied the CSR's
name or date/time in your unedited letter so they can address the
proper staff.

You obviously got bad service, but that has become par in this
business. My visits to KFC (no longer) in particular have been
substandard. I would give them another chance, and be ready to punch
out. It's good to know you have a Chick Fil A - I remember them as
having excellent customer service.

I've kind of given up on my local KFC guys. First time was a complete
disaster -- advertising stuff in the window which they didn't have,
cold food, out of stuff, etc. Spoke to the manager, who did the
manager thing with my name in the book for free stuff. Second time I
didn't even ask for the free stuff that I was supposed to get, and the
order (to go -- I was stupid and didn't check it) was completely
wrong. Called the manager again, put my name in the book again.
Third time they were out of everything (literally -- and it was 5p on
a Sunday afternoon).

I'm not sure if they've diversified their menu to the point where they
can't keep up with the product, or if they pay the managers so far
below the market that they can't get good folks, but I've switched
over to Bostom Market when I crave fried chicken. It doesn't have the
flavor of the original recipe (which I really love), but at least I
don't spike my blood pressure.

quote: I said "Thank you" and she said nothing and turned around to
walk away when I said "You are welcome."

I work as a drive thru cashier and I find that 60% of the people that
come through my line don't say anything back to me when I say thank
you to them.

Some of them don't even give me any eye contact and keep talking on
their cell.

There should be more people like you who do say thank you

"Train your people to be respectful and pay attention to what they are
doing."

Remember the days when that was par for the course at fast food
restaurants? Even McDs used to put a huge emphasis on customer
service. No longer.

"I said "Thank you" and she said nothing and turned around to walk
away when I said "You are welcome.""

Good for you. I likely would have said something similar.

if you spoke to a MANAGER at the moment it happened.

You could have called when you got home as well.