Writing a review on a KFC may seem silly and unnecessary, because "it's just fast food" and "they're all the same" would be what most people are thinking, but I wanted to communicate what I experienced to be an almost 180 degree turn in service...for the absolute better.
I don't eat at KFC too often, maybe 4 or 5 times a year, at most. The first time I ate at this store was about 6 or 7 years ago when I had moved to the southwestern CT area. Around 1 or 2 PM that day, there was a gentleman in front of me asking for something for his order, and the unbelievably rude woman behind the counter started arguing with him, to the point of being insulting and saying "go elsewhere if you don't like it." Since he had already paid but hadn't received his food yet, he demanded his money back. And rightly so. The rude order-taker then said she had to "get her manager" to refund his money. The manager came out and started to be nasty to this customer as well. She told him "he had no right to be mean to her employees."
I couldn't believe it, and, apparently the people behind me in line couldn't either. They left, as did I, before that gentleman's "transaction" ever finished. To this day, I still wonder how that was resolved and if he ever spoke to upper management or corporate about the treatment he received. It was appalling to say the least.
For years I never went near that restaurant because of this. I can't remember how many years ago (3 or 4, maybe?) I saw a big sign on that store as I drove past it that said it was "under new management." I remember laughing to myself and thinking "it couldn't possibly be worse." And I still avoided the store.
Two years ago, I was craving fried chicken, and was coming back from picking up some items at the WalMart that's right across the street from it. So I figured, why not, I'll drive-through and see what it's like.
The young lady at the drive through was very pleasant over the microphone and in person. At the window she said "To confirm, you ordered xyz, correct, sir?" I confirmed and at the end of the transaction she said, "if you could go to our website and fill out this questionaire on our service, we'd really appreciate it." I probably should have, but I was still cautious at this point. I figured it might have been coincidence that I had good service that day.
Every time I've been back to this store, I've had similar experiences. The staff seems polite, even at busy times, and the transactions are pleasant. One time that really stands out for me is when at the end of an order one time, the young lady on the microphone said "would you like to donate $1 for (a certain hunger charity, I can't remember the exact one)" and I said I'd donate $5 (I usually donate something at these point-of-sale initiatives). At the window she thanked me saying "that was generous of you, sir." While it certainly wasn't a Bill Gates or Rockefeller type of generosity, I thought the acknowledgement itself was very nice of her, indeed.
I have a hard time believing that I was just "lucky" over the last two years in having good service every time I've been there. Sure, I may not eat there very often, and some might argue I'm not a reliable statistical sample, but it seems more than coincidence that each and every time I've been there, the staff has been pleasant.
The only reason I'm giving it 4 instead of 5 stars, is that a couple times the service was on the slow side. But I'll gladly live with slightly slower service if it means my order is always right and the people working there are nice.
Some people might laugh at this review and say "well, that's how restaurants are SUPPOSED to treat their customers," and I'd agree with that. But it's just how much this place has changed that warranted my review. read more
