The incident is getting to be unnecessarily politicised with political parties getting involved! Already the people concerned including the management and the customer have responded positively albeit too late and even asked that it is not turned into a racial issue. And rightly so!
Why is Pakatan dipping their hand into this KFC affair? Isn't the police and the management already investigating it. And why are people turning to political parties to resolve every issue turning it into a possible politicised circus? Is it they don't trust the parties charged with investigating the incident to do their job at all or do it fairly? In this case, let the police and management resolve it!
The incident shows the rather surprising slow speed an international franchise took to respond to the situation. It is a crisis management issue and it took them so long in crisis management terms to nip the situation.
Whatever the level of frustration of anyone, for the KFC staff to resort to this violence in Kung-fu-ing Frustrated Customers is unacceptable!!! More so allowing the staff to walk that distance to face the customer? Why didn't the other staff or Manager stopped him on his track! The management has apologised and we should let those involved resolved it. See story here.
The incident has already spawned international notoriety which sadly is how BolehLand seems to get international publicity for the wrong reasons, as if our politicians are not already doing a bad job at maligning our country with issues from Valentine Day to naked squatting huh?
Now we have Perkasa wanting to let the staff involved to share his side of the story. So how many more political parties and people in the restaurant at that time will be giving interviews huh? It's time the management and let's hope they do put a stop to this nonsense of letting outside parties exploit the situation or allow the staff to speak to other parties. After all, the investigation is ongoing.
Maybe the one supplying the chicken will be blamed for not making sure enough chickens were ordered. Or the supervisor at KFC's central depot for not sending in the chicken soon. Or the manager of the outlet for not being good in maths to count the chickens required. Or even the people who were filming the incident will be interviewed and sued for making a public recording in the restaurant when clearly cameras were not allowed. See the absurdity, which is normal in BolehLand, that is going to happen, eh?
A new video has been made, one isn't sure as damage control or to calm the furor or just exacerbate the incident is anyone's guess. Check out the video here.
Nevertheless, the fault lies more on the management because they have failed to address the incident the moment it went into cyberspace! It also speaks a lot about the mentality of our service industry especially the fast food sector. Some still think that by their international franchise name, they can afford to let customers endure long queues, even shriveled sized portion of servings and lack of hygiene at the eatery too.
We always point out our local companies and business lacking in mannerism and customer service. But those with international franchise are also on par if not even worse which is not forgivable because they are supposed to live up to the international brand promise (cliche brand lingo here) of excellent customer service.
Having had very bad share of service experience and quality of food of the sister franchise which serve pizza, we wonder as consumers we are creating a fuzz if we complain to management. And it means seeing the manager. Why can't we speak to the manager? Isn't the manager the best person to hear your grouses than have it misinterpreted by the downliners to protect their own weaknesses and more often will blame customers than tell the 'truth' eh?
In the pizza hut personal experience it took 45 minutes to get your orders and before that you do a self service to get your cutlery. And when the pizza arrived, the dough was not even cooked even pointing out to the staff left a rather disinterested stare. The apology was 'very busy!'. Does very busy give them the licence to serve you low quality food? And the drinks came was the wrong order and when the bill came you get billed for an order you didn't receive! So I just paid and told them the shoddy service and the terrible food didn't make up for the frustration.
A month later thinking the quality of food is what the brochures show and to forgive them, went to order take away and my mistake was not to check the orders. Upon returning home, again the dough was not cooked and into the dustbin the two pizzas went. So that is the end of ever going to the joint. When checked with neighbours in that area, they also have similar experiences. But we consumers are probably suckers thinking that dining in an international franchise is some kind of ego thing!
third party visuals sourced
In this age and time of social media, businesses must be cognisant of this pervasive channel that will make or break them! In my line of work, had received even pictures sent from customer's iPhone of staff picking their noses and chatting or eating at their workstation, empty chair in front mind you and here the customer was waiting for close to an hour! Check a company's official social media, FB or blog and if you see them becoming conflict resolutions portal, it tells about their service quality and attitude and also the wrong use of social media!
It is about time we take customer service seriously and expect that if the business claim to their brand promise, THEY MUST DELIVER ON THE PROMISE. Advertisements are just a mockery if on the ground level you get kung-fu-ed or served sub quality or below the value of what you pay.
If this incident happened in the original chicken land, the customer would be filthy rich! The incident will be like being landed with the 'golden' egg being paid compensation for being assaulted!
But to customers in BolehLand, we are always the losers. Why? Because few dare to confront diplomatically and civilly perhaps at the eatery itself and prefer to use FB or social media to seek our revenge or express our frustration which may often only give one side of the story and all kinds of parties getting involved when it goes viral.
The rule to make sure your food served to you has no 'foreign' element is to be nice to the waiter, waitress and kitchen crew. Knowing people in the f&b industry, the horror stories of what disgruntled and frustrated employees do to your food or your drink if you are a 'fussy' customer, well better not share, just eat what your ordered and pretend no extra ingredients or other surfaces it landed on before it is got served on the plate or cup, hah!
The fallacy of the 'customer is king and right' does not hold true simply because knowing us humans, we have our dark side and it comes to light if you push your luck too far right? So the next time you go to an eatery, be kind and nice to your waiter and the staff. It will solve so much of problems. There is always a choice. Just avoid fast food as they are also one factor in contributing to obesity and the kind of illness associated with it, and that includes our economy and mamak rice too right?
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