Who’d like to be KFC’s delivery systems partner right now?
A couple of weeks ago they suffered huge embarrassment in the UK & Ireland, after openly admitting that they had run out of chicken.
And at first, customers were angry and you all probably saw the interview that ITV aired with the little girl, who said “Look at them. They’re just chillin’. They’re happy. Don’t they realise we’re mad with them”?
Sometimes, customers simply don’t come back to your business if you let them down so severely. And it gets worse when you operate a business where your customers can see your employees seeming not to care.
Although, at the eleventh hour KFC did manage to save the day, with what turned out to be a very funny advert.
Not everyone in the world has quite the sense of humor of us Brits, and I’m sure the advert would have fallen on its backside if aired over the pond. But us Brits are suckers for something simple, clever and plain funny.
KFC just gave us three letters (FCK) that said it all. And, frankly, a little more. And the advert not only apologised, but thanked customers and staff for their patience.
So, everything was redeemed. Well, for at least a week or so…
You see, KFC then admitted that its new delivery partners aren’t delivering enough, oh, gravy. Yes that’s right. The week before there were out of chicken and had to close hundreds of stores, and now their out of gravy. And gravy is the very important thing that makes the chicken taste even better.
A KFC statement said “We’re working as hard as we can to get this sorted out. We know that our gravy is a big favorite!”
So, what’s caused a massive organisation like KFC to deliver this ongoing poor service…
It seems last year, the company partnered with logistics provider DHL to, improve supplies of, well, chicken and gravy. But it seems that the new delivery systems have suffered, with KFC calling it “a couple of teething problems.”
DHL cited operational issues and said “Due to operational issues a number of deliveries in recent days have been incomplete or delayed.”
As ‘Money Saving Experts‘ for the office and workplace, we are the greatest advocates of organisations trying to become more efficient, whilst reducing their operational costs. And we take our hat off to KFC for continually improving their operations, and keeping a close control on their costs.
But, if you are introducing new systems, which are critical to the delivery of your service to customers, test them, test them and test them again before you go live. Because, if you don’t, how much customer goodwill will you lose in the process of putting things right?
In KFC’s case, they are in a continual fight against the other fast food giants like McDonald’s, Burger King and Subway. And when they can’t deliver product to their customers, guess where they’ll go, and maybe never come back.