Dear Editor,
One of my biggest pet peeves is poor customer service and this is prevalent all over Guyana. However, this shouldn’t deter customers from highlighting their experiences in the public domain. I believe that public exposure could result in positive outcomes for both the businesses and customers. Businesses could address their shortfalls and implement measures which would not only improve their image but positively affect performance and profits while customers would benefit from an improved level of service and overall pleasant experience.
On Thursday, 4th December 2025 at approximately 3:20 pm I visited the KFC location on Hinck Street, Georgetown. I requested a sandwich and two thighs from the ‘A la carte’ subsection of the menu which is prominently displayed. The cashier told me that I could only get wings and legs. I noted that the trays just had a few pieces of chicken on them, so I paid for the sandwich only.
While waiting for my order, I saw several trays of chicken of various parts including thighs being taken from the oven and placed in the display compartment. I then went to the same cashier and told her that the trays are filled again, and I’d like to have two thighs. She looked at me and firmly said ‘No’ although she glanced at the compartment which was just behind her. She also refused to seek advice from a team member when I suggested this and when I asked her to call the supervisor, she ignored me and remained standing in the same position although another cashier was present and there were just a few customers.
This employee’s behaviour was quite off-putting and would only serve to repel customers rather than entice them to return. In essence, an employee – who represents the KFC franchise – refused to sell me an item that was prominently displayed as ‘for sale’ and clearly available when I requested it. One could even claim discrimination. In the USA, big companies/franchises have been successfully sued by customers for far less. Just because we live in a developing country doesn’t mean that we should accept subpar treatment for the simplest transactions; all customers should be treated with the same level of courtesy.
It is proper business ethics to offer the customer that is present, items that are listed as for sale and available. You do not reserve for ‘future’ customers on the possibility that they may want the same items. This is discriminatory and contrary to the main objective of any business which is to maximise profit. And you do not operate in a manner that contradicts what is listed by the business, for instance the employee may feel that particular pieces should be reserved for ‘future’ customers who may order combos but if an ‘A la carte menu’ is offered then it needs to be honoured if the items are available.
What I’ve noticed is that many employees of big businesses here do not care about how they treat customers. In their minds, the business is not theirs therefore, their main focus is clocking out at the end of the shift and collecting their salaries at the end of the month.
Editor, my complaint is more about how I was treated and the mediocre level of service that seems to be the norm in Guyana. There is a basic level of service that is expected whether one is in a fine dining restaurant or fast-food outlet. The money of the customer has value and supports the continuation of the business; without customers would the business exists? The owners of the KFC franchise in Guyana and other businesses need to conduct continuous training, monitoring and evaluating of employees regarding proper customer service; this is the bare minimum that is expected by customers.