Their Franchises is among the biggest in Malaysia and I have an experience working with the company back in 1999 as a restaurant manager. That time was in PJ, where I met my beloved for the first time.
KFC was among the best fast food chain at that time because of their services. Customer in line should not wait for more than 20 minutes when ordering. Friendly service, fast and accurate was the back bone for customers to come again at their stores. However recently the situation and environment seems to be different. Maybe due to changes in board of directors and changes in operations or maybe changes in working attitude. KFC tend to be not it used to be...no more friendly service, no more smiles, and no more service oriented.
Since taken under the wings of Johor Corp and put under the Malay Business Tycoon, (I couldn't name him) the KFC services has become a horrible experiences. I have stopped to buy KFC for the recent years, until tonight due to their advertisement in the local TV, I tried to persuade myself to went there.
And the same thing happen..the services is without a smile, the queue was not so long like it was use to be, the back up staff is hiding at the back eating and the manager is keep coming in and out without bothering what happen to the counter.
And the most interesting part is you have to wait 20 minutes for a zinger burger, which for me is a bullshit. The way the manager controls its worker at the back is questionable, and lack of control. Ambiance is not good, no more glamour at KFC.
I think now the best services is in McDonalds. McDonald sure learns a lot from their competitors, and how Mcdonald have taken 10 years to be no 1 fast food in the country. Now KFC should learn from their students on how to be a fast food restaurants. Tan Sri Hashim sure knows how to handle business but do he knows how to handle customer satisfaction and longelivity of KFC brand in Malaysia?
Only he knows....as he is the nowadays gurus of business
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