KFC And The Club Sandwich
February 27, 2002

On November 25, 2001, I visited a KFC in Waterloo, eager to sink my teeth into a Spicy Big Crunch Club Sandwich (got that?).  You see, KFC had recently introduced a "Classic Club" Sandwich (which in itself is an oxymoron...how can you "introduce" a "classic"?), and was also allowing customers to "Club" any sandwich (add cheese, bacon, & tomato) for a bit more cash.  I was in fast food heaven.

Anyway, on the day in question, I walked in and ordered my SBCCS - and was promptly told they were no longer offering the "Club" option.  I was shocked.  The conversation that ensued went something like this:

Me: "What?  Noooo...but it was so good!"
KFC: "I'm sorry sir, but we're no longer offering the Club sandwich."
Me: "Well, can I just pay extra and get cheese & bacon added anyway?"
KFC: "No, we can't do that."
Me: "Why not?  Do you not have any cheese and bacon at all anymore?"
KFC: "We do have it, but I don't have a button on the cash register for it."
Me: "No button?  Can't we just put it in under something else?  I'll pay extra!"
KFC: "I'm sorry, I can't do that."

At this point, I'm getting a little annoyed.  I'm trying to give them more money - I even offered to give them even more than they used to charge for it - but they won't do it because they don't have a button for it!  How absurd is that?  I can go to McDonald's and order a Quarter Pounder with so many manipulations that it turns into a Big Mac - and they let me do it.  They actually understand customer service at McDonald's (and just about every other fast food place), but apparently KFC does not.

What would KFC have lost by allowing me to add cheese & bacon?  Nothing.  Maybe a little time finding a button to put it under (shouldn't there be a "Miscellaneous" button on there somewhere?).

What would they have gained by allowing it?  A very happy customer, who would have returned constantly, since he was addicted to the SBCCS.  Instead, this is what they lost.  I haven't been back there since.

Lesson To Employers: Empower your employees to make changes to please your customers.

As a side note, two days later I visited a KFC in Mississauga, and they still had the Club available.  Inconsistencies abound.