June 2002 letter of unacceptable service to Tricon / Yum CEO:
(see Yum, response below)
ATTN: David C. Novak, Chairman / CEO 16 June 2002
Tricon / Yum! Brands, Inc.
SUBJ: Unacceptable Service, Clifton Heights, PA Location
Mr. Novak:
The overall performance of your Clifton Heights, PA location (store Y338135 per the sales slip) is an abysmal failure
during my visit of 14 June 2002. This is a combination Taco Bell / KFC operation.
I had two elderly individuals with me, being transported from a medical appointment, so in the essence of time
we used the drive-thru. A recording informed us that the drive-thur was not working. So I placed my order inside:
Chicken sandwiches (2), basic tacos (6), container of slaw (1), and chicken poppers (1) medium container. There
were no special instructions with this order; in the essence of time basic off the shelf items were ordered.
The order was placed at 11:46 AM. There was no long line and I placed my order within a minute of entering. After
waiting a while I was told there was no slaw and I should pick something else. I chose the potato wedges. I was
then told the sandwiches would take some time. That time turned into 24 plus minutes; I left at about 12:15 PM.
An employee came over and asked why I did not have me food yet; a question that they should be answering. (How
would know why I have not received my food yet; I'm the customer?). No one was of any help and when I asked to
see a manager; no one stepped forward. One employee sarcastically remarked that they too were waiting for an item,
which did not help matters since over 20 minutes had passed. Clearly there was no manager present or they could
care less. Some other customers were also annoyed with the poor service.
Once I received my order, I did receive slaw (even thought I was told there was none available).
Leaving two elderly people in my vehicle added to the aggravation. Your establishment is called fast food for that
reason … people expect food … fast.
The problem here is clearly in the system. Lack of supervision and training indicates a franchise owner's total
lack of focus making a quick buck and not on serving the public.
Mr. Novak, our bill came to over $17.00 and some change. I could have eaten at a local diner, cheaper and surely
faster. I have had far more complex food items served to me in one-third the time at the locally owned diners and
take-out establishments. And these local ma and pa locations do not have the help of computers and an array of
monitors.
I have seen faster service in your competition with huge lines of people to be served. The 24 minute plus wait
is outrageous. At least 10 to 12 people who ordered after me were long out the door while I waited with no customer
assistance. It was not much of a lunchtime crowd at all.
That $17 plus dollars of my hard earned money, that I spent on 14 June 2002, some of which goes to your fantastic
salary, is the last I will ever spend on any Yum (aka Tricon) franchise.
This location places a black eye on your entire company. While you sit comfortably in your executive suite, poor
performers like this are undermining all your grandiose business strategy. It all comes down to the point to purchase.
I give this particular location a very short time to succeed, especially with such poor performance as this.
You or a trusted lieutenant of your firm needs to take a hard look at this location in person. As I see it they
have no right to hold a mercantile license in their respective municipality. This location is a discredit to your
entire organization.
Americans are accustomed to poor service; it's become the American Way. Our nation continues to loose its manufacturing
base in lieu of a service culture; your franchise indicates what a sorry mess our nation's business is in. I refuse
to accept poor service and I will speak up here and now, on my website, and by word of mouth. Please, Mr. Novak,
clean up this act.
Respectfully,
/signed/ MM
Response from the above letter: (real professional)
(Mailed from Southern New Jersey, week of 1 July 2002)