Honestly I’m not a regular customer of Pizza Hut Restaurant, I visit the restaurant not more than 4 times, if not mistaken. I go there for meal just because of Fern likes to eat pizza...hihiThe restaurant just had the renovation works not long ago, and since that, they had set up 2 counters at the entrance (1 for dine in, 1 for dine out), the customers have to take an order before proceed to the table/seats (previously we have our seats prior to the ordering).
I won forget the 1st visit after the renovation works completed, it was a month ago. As we didn’t know the above changed, we direct proceed to table / seats as usual, and calling the server to take an order; we called for 3 times, but still no one come to serve us, even the table was left unclean. We were so frustrated & left the restaurant 15mins later.
A month later, it was on 17 June 07, we re-visit the restaurant. But seem nothing change, I still can see quite numbers of customers having the “?” with them and seem as doubt (blur) as we previously were at the entrance. Nothing wrong for them to have such update, because it has been successfully practiced at many other restaurants, the problem is there is no clear instruction or notice on the changed, some more the workflow seem messy and not in order.
At the table, we wait for so long for the meals. We understand that they need time to prepare the meals, but at least they can serve us the drinks 1st, as the customers at the next table who came after us have had their drinks already. Finally everything were on the table, hmm, the mushroom soup seem over boiled，it was smelly (as told by Fern, this is not the 1st time).
Tell u what? We ever ordered a plate of spaghetti with meat balls which were really hard, over cooked, and turn in dark color at one side! It happened before the restaurant has the renovation. Again, what the awful products & services have been provided?!!
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My Conclusion
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I’m quite upset and regretful that 2 of the worldwide known well fast food restaurants failed to provide quality services and products. As told earlier, the restaurants I mentioned about are one of the KFC and Pizza Hut franchises, which located in Miri Town, Sarawak.
What goes wrong? As we knew, they are franchise system based restaurants, no matter how many franchises (over hundred or thousand?) they have worldwide, there would be only single, unique, perfect, & standardized management system. But when adopted to franchise level at different area, state, or country, which manage by different management group, it might be presented in very different way...it may be excellent, good....., or poor!
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So who should be blamed? For me, I won blame the host / hostess of the said restaurants, but the poor management/operating system (or more likely is management style?) at franchise level. Hope that they will emphasis more on the product & service quality to bring more joy & happiness to the customers. Is important for them to ensure that the documented QC and SOP has been strictly followed and practiced by all the staffs of all levels at all times.
I had dropped a complain at www.qsrbrands.com, hope to see their prompt improvement in term of product & service quality.
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Remarks: KFC, Pizza Hut, and Ayamas are business units of QSR Brands Bhd at Malaysia, Singapore, and Brunei area.
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