KFC = Kan't Find Chicken
I encountered a spectacular peculiarity in customer service yesterday. This new service philosophy is ‘never give the customer what he wants even though we have it’. I haven’t encountered service that ghastly for a long time because I’m really very easily pleased. But thanks to the KFC outlet at Bugis Village, I’m rekindled to stand for my right as a customer. They’d taught me how to become an irate and dissatisfied diner.
When you walk into KFC, what do you expect to find? Obviously, fried chicken. And since it’s KFC (Kentucky Fried Chicken) and not KFCDT (Kentucky Fried Chicken Drums and Thighs), I would expect that the fastfood giant serves all the common parts of a chicken – breast, ribs, thighs, drumstick and wings. Yet for a long time now, KFC Singapore seemed to be serving only drumstick and thigh meats. I have always preferred the taste of breast meat. When I eat those foiled-wrapped herbal chickens, I always eat the breast first; and when I market, it is breast meat I buy. And one of my biggest weaknesses in junk food craving is the hot and crispy KFC chicken breast.
But with only DTW (drums, thighs, wings) available no matter which KFC outlet I went to lately, I postponed my KFC fix for many months. Breasts and ribs are usually easily available throughout the day except for when it is almost closing time in the past. By about 9:30pm, usually there’re only drums and wings left. Now, it’s always DTW regardless of what time I decide to clog my arteries. Believe me, I’ve been to many KFCs to ask at various times of the day… always can’t find breasts.
So my craving has been cooking in a pressure-cooker until last night when Eugene suggested KFC for dinner after gym. My stomach leaped for joy. I even ended the workout session early so that I can sink my teeth into some spicy, juicy breasts.
The Bugis Village KFC was pretty crowded when we arrived at about 8:30pm. There were 5 orders ahead of me and I could see chicken pieces that looked like breasts or ribs. My tongue was tap dancing in my throat. So my turn came and I ordered a 2pc Chicken Meal for $6.40 (2 pieces of chicken, 1 regular Pepsi, 1 coleslaw, and 1 whipped potato). There was a promotion going on for a similar 2pc meal called The Real Deal Meal. It costs $5.00 and has the same items as above except that there’s no whipped potato.
Anyway, I went for the $6.40 one and requested for breast, ribs or thigh. The service staff, S, went to the warmer tray, searched a bit, and came back to say there’s only drumstick and thigh. I’m not surprised. But it was too late for me to go by then, I have to have KFC! So I compromised and requested for 2 pieces of thigh meat. Without a word, S turned and started assembling my order and I could see that he had placed a piece of thigh, and a drumstick into the paper tray.
“Hello, hello… hi… I want 2 pieces of thigh,” I said, smiling.
S came back to the order counter and said that the meal is 1 piece of each. “But I prefer to have 2 pieces of thigh, can you give it to me?”
“No, the meal comes with 1 piece chicken thigh and 1 piece drumstick,” S replied as a matter of fact.
“But I had ordered last time and they allow me to choose which part I want.”
“Last time is last time, now we only give 1 thigh and 1 drumstick.”
There was more than 6 pieces of thighs in the warmer. “But you still have thigh what. If you run out, I can understand, but there’re still so many pieces there,” I was getting a little exasperated. I couldn’t understand why they just can’t replace the other piece.
S pointed to the standee advertising The Real Deal Meal. “There you see, the promotion is for 1 piece drumstick and 1 piece thigh. You see the picture? This promotion is only for 1 piece drumstick and 1 piece thigh.”
“But I didn’t order the $5.00 Real Deal Meal. I want the 2pc Chicken Meal, the $6.40 one. And your other outlets had always given me 2 breasts or 1 breast and 1 rib. Now I just want 2 thighs since I don’t like drumstick,” I was trying to explain myself more clearly and trying to sound friendly still.
S was getting impatient. “Let me explain. For this meal, 1 big piece must go with 1 small piece. So the drumstick goes with the thigh. You see our chicken (points to the warmer), the drumsticks and thighs are equal. So 1 thigh must go with 1 drumstick.”
“Why can I not have 2 thighs? I’m NOT ordering your $5.00 meal and KFC had always allowed customers to choose the parts they want. How can you tell me that I cannot have 2 thighs just because you match it that way? It’s not like you’re out of thighs. And since I’m getting the $6.40 meal, then I’m not subjected to your promotion what…” S was trying to say something in between, but I carried on with my logic because I didn’t think he was getting it.
“Can you let me explain?” S said, sounding miffed. I was also heating up.
“Sure, go ahead and explain.”
“How can I explain when you keep talking? When I talk, you don’t talk,” S said.
Furnace! I took a deep breath… “Fine. Explain to me then.”
“1 big piece must go with 1 small piece. That’s what this promotion is for. 1 chicken thigh must go with 1 drumstick.”
“… … …” What the f*#k?!! He’s just repeating himself. He kept sticking to that story the whole time and I understood it already. The reason why I kept talking was because he wasn’t getting where I’m coming from.
“Never mind then. Cancel my order for the 2pc Chicken Meal. I’ll order them separate. I pc thigh, and another piece thigh, 2 coleslaws and a cheesy fries,” my tongue was already in my stomach, I’ve lost my desire and appetite. I didn’t want to argue with a mule nor let the other diners behind think I’m hogging.
“So you don’t want the meal?”
“No, I don’t. I want to order separately. Now can you give me 2 pieces of thighs? Thank you.”
I finally got 2 pieces of thigh meat. What would’ve originally cost me $9.60 (a 2pc Chicken Meal and a cheesy fries) ended up costing me $11.80 and without a drink (the 2pc meal includes a drink). It’s not for a few dollars that I’m haggling about. I just don’t understand why they allow us to pick the chicken pieces previously and now I have to follow the 1-thigh-1-drumstick rule. Where have the other parts of the chicken gone? Why is that I can have my needs served previously, and now, I have to pay money and yet serve the interest of the fastfood franchise?
Simon joined us for dinner and he ordered the $5.00 meal. He had also wanted to change to breast meat too because being the gym-conscious denizens that we are, breast meat is still the part to eat to feed ourselves protein while minimizing on chicken fat. But well, we’re having KFC. How much fat saving can we really do? But it’s been a matter of taste and preference of chicken-eating over the years. However, after Simon heard me explaining futilely to the staff to change my order, he decided to just settle for 1 piece thigh and 1 piece drumstick. He did ask his service staff (I think he a China Chinese, and mine’s a Malay server) for breast meat, but the staff told him he would have to wait 20 to 30 minutes for them to cook it. My server didn’t even mention that.
Later, the outlet manager came to us. He sounds Filipino. He explained that the chicken parts come in packets and there’re usually more drumsticks in the packets. When Simon asked for breast meat, they had to look packet by packet to see if there’s breast meat in it and then cook it for him. Are chickens having more than 2 legs now? Why the disparity in the ratio of thighs to, well, maybe not breast because there’s only one, but ribs? The ribs are not whole ribs but split into 2. So 2 thighs, 2 ribs… how come each pack has more thighs than ribs?
It is not the duty of the customer to empathize with your business strategy. It is how, through your trade, you understand what the customers want and you deliver. If more people want breasts (since they go out so quickly), then you have to find suppliers that can give you that. If you can’t, then let the customer decide if they still want to eat even if the choice is only drumsticks. Or convert the drumstick meat into the Popcorn Chicken or serve as patties for their burgers. The point is, find a solution and not pass the problem to the customers. And if you need to pass the problem, at least sound cordial and be nice about it. Is there any point of contention that the other service staffs (Simon’s server and outlet manager) are non-natives whereas my server was clearly Singaporean?
Anyhoo… KFC won’t close down because of 1 dissatisfied customer. Maybe now it’ll make it even easier for me to resist KFC and stick to my boiled chicken breast diet.
Oh, by the way, the standee advertising The Deal Meal said ‘Choice of chicken parts is subject to availability.’ It didn’t say 1 piece thigh and 1 piece drumstick… So if they have thighs, they should still give it to the customer… because they are available.





The Reaping is a visual harvest and a reminder of the wonders of God. For once, it is nice to see a cinematic representation of a God who takes matters into His own hands rather than let man clean his own sh*t from devil worship. We’ve all seen movies about Satan’s spawn (The Omen, End Of Days, and all other horrors that called on God but didn’t work) and the rush to stop-the-end-of-world by holy men before hell-comes-of-age-and-the-whole-world-will-suffer anthologies, and thankfully, The Reaping provided the much needed salvation.


