I could write on and on and on and on about the dismal customer service I experience on a daily basis. Actually, I think I will do just that.
One definition of 'disservice' is an 'injury'. That's appropriate, as businesses that consistently offer lousy service are in effect injuring ... damaging ... consumer relationships. One serious injury, or a series of smaller ones, will ultimately end the relationship. It's the exact opposite of stoking positive Consumer Passion, which can be described as 'boundless enthusiasm'. Passion can also be defined as a 'strong emotion' ... love on one hand, anger on the other.
For example: my local KFC infuriates me. It has officially pushed me over the cliff in terms of what a consumer can stand. I refused to do business with it for more than a year, despite the fact the food is pretty tasty. The reason: a 45 minute wait to get my order one night. Forty Five Minutes (for fast food). It was surreal. I felt trapped. I had ordered and paid, but soon realized by the looks and comments of other patrons that it would take forever and a day to get my food. But I stayed and waited anyway, and I can't explain fully why. There's that fear that just when you throw in the towel ... someone will be ready to call your order number. And my wife really, really wanted a chicken fingers meal.
Were they short-staffed? Was the staff inept? Is the basic KFC service model out of whack? All the above and more in my opinion. The manager on duty certainly didn't know what he was doing, and had zero ability to deal with a crisis. If this was a one time bad experience, I'd have been a little ... a little ... more understanding. But nearly every time I've been to this place, something goes wrong. The person at the drive thru window is a jerk, or can't communicate, or both, and the food takes forever, when it's actually available.
So like an idiot, I caved the other day. I went back, drawn by those blasted chicken fingers, and the fact my wife really loves them. And sure enough, the gal manning the drive-thru was simply pathetic, offering a mocking tone when I asked legitimate questions, while communicating at a third grade level. And when I receive my order, she tells me they don't have my extra order of chicken fingers, because "we're out". I asked how long it would take to make more. Reasonable question that shouldn't have had to be asked. She says, and I'll quote as best I can ... "well, um ... they gotsta do some drum sticks. Batter 'em, cook 'em. Then ... well ... umm. Maybe fi-teen, twenny minutes."
It was 11:45am on a weekend. Lunch rush time. One of the most popular items on a menu is not available, and will take 'twenny' minutes to cook? I'm just as angry at myself for going back. I won't make that mistake again. Note to managers and owners, especially fast food managers and franchise owners: put the best people you can find on the front line (drive thru window, cash registers). People who actually like people. People who speak clearly. Doesn't have to be perfect English, but perfectly understandable. People who know that they can diffuse a bad situation simply by treating customers with respect, communicating honestly about the situation, and doing their best to resolve it. It's not rocket science. But it is people science. And so very few places these days seem to get it right.
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