So why is it that KFC’s service remains so bad? I have two mutually consistent hypotheses as to why: 1. KFC doesn’t have enough people working. The next time you are at McDonald’s, count the number of workers. It always stuns me how many people are on duty. It is not uncommon to see fifteen to twenty people working at a time in a busy McDonald’s. There seem to be many fewer people working at KFC. I think there were only four or five workers yesterday when I visited. 2. KFC’s clientele is poorer than the customers at other fast-food outlets, and poor people are less willing to pay for
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