Earlier in the week, one KFC restaurant made a huge mistake and one bad PR move, in my opinion. Now, this is one of those stories that I just had to write about because not only does it grind my gears, but it’s just one of those cases where the company just did not think about how their move would affect someone at all. But let me give you the facts first.
One KFC in Jackson, Mississippi turned away a three year old girl because of her facial scars. The little girl, Victoria Wilcher, and her mother had come into the restaurant to order some food and shortly after they were approached and asked to leave the restaurant because Victoria’s facial scars were upsetting and disturbing the customers. Victoria had just recently gotten attacked and mauled by dogs. The attack resulted in many injuries to Victoria’s face including the scars, the right side of her face paralyzed, and the loss of an eye to which she now wears an eye patch over. The three year old had just gotten done with a doctors appointment, checking up after her surgeries, when the incident happened. Victoria’s mother said she cried the whole way home and is now even more embarrassed of her appearance and won’t even look in the mirror.
I can’t even start to describe the many things that are wrong with this and it’s probably pretty obvious. But let me just say that not only was that incredibly rude to a three year old girl who had just gone through an attack and many surgeries, but it was discriminating and in return, very bad customer service on their part. After the incident, Victoria’s mother decided to take the issue to social media to gain support and state that she would never step foot again in a KFC. She posted a picture on Facebook of Victoria smiling with the caption, “Does this face look scary to you?” The post went viral and gain more support than they would have thought. Along with that came horrible PR for KFC. I think that now-a-days everyone should be well aware that when something very offensive happens, it gets taken to social media and therefore, blown up so the whole nation gets wind of it. With this in mind, any company should know, or at least think of the consequences they could receive from an act like this one. Yes some customers may have no heart and may be a little stuck up (excuse my lack of profession) but that’s when the manager should take a look at the situation and determine what’s more important: the comfort of those few heartless customers, or the feelings of an innocent little girl and the possible loss of a few (hundred) customers forever? This is where integrity and compassion should come into play and I believe that KFC should take a look at the bigger picture and think of the possible consequences before they kick someone out of their restaurant.