KFC

Date of visit: 2019-NOV-09
Time: 1:42 Central Standard Time

Manager on site: "Denise"

Ticket #: #3709

Upon arrival, there were zero customers on site. The entryway was recently refurbished to incorporate a wide open space upon entry. I asked the cashier order person if it had been a slow day for them. She politely responded no and clarified we had just missed the lunch wave.

I requested my order for dine-in. The money transaction was smooth and seamless.

1) As we waited for our meal, I asked my sons to come with me to the mens room to wash our hands. We couldn't help but to notice the toilet with fecal stains, the soap dispenser was emptied and the sink was soiled. Surprisingly, there was no apparent foul odor in the room. Paper towels were available in the dispenser.

2) As we approached the fountain drink station, the drain reservoir was clogged and filled with standing corn fructose syrup about 5 inches deep from its elongated stainless steel bin. Complicating the issue were two to three fountains that were visibly dripping at a rate of about 1 drop every 2 seconds - to be fair.

3) We had to choose a different fountain drink because the one we wanted - had that undesired leak stemming from the fountain tip (worn gaskets...?)

4) I asked the front order person to request the manager for me. She quickly reacted and got the manager's attention ... from behind the counter - who appeared to be taking and filling the orders that were pending. There appeared to be about 5 employees in the back...including the alleged manager. After 10 minute wait time and asking the drive through person for the manager (again ) She said she would be right with me. The drive through person was the only person who acknowledged me following the request for the manager. A few moments later, after no response, no acknowledgement, and no introduction from the alleged manager - my family and I left.

5) I am in the customer service industry and was only trying to help point out a few discrepancies that could help out the 'image' :
- Floor debris (not many) in the dining room
- Clogged Fountain Drain
- Standing Corn Fructose Syrup
- Leaking fountain gaskets
- Bathroom needed cleaning

*** I deliberately titled this 'Constructive Criticism' as a Leadership Problem.
The fact that the alleged manager did not acknowledge me, and seemed more concerned about filling the orders - You - KFC - have a Leadership Problem.

Solution: Train - Train - Train. The customer may not always be right, but at least acknowledge their concern. In my case, the concern was exacerbated by the lack of willingness to approach me and address my concern.