The Pizza Hut Mid Valley Kuala Lumpur Crisis

Chronology of the Crisis

28th October 20131. Anthony came to PH Mid Valley with his

friend for lunch.

2. A staff denied his request to sit in a particular corner.

3. The staff said, it would cause hindrance to other patrons.

4. Anthony requested for a different area to sit but denied by the manager.

“Yes, we have a policy at Pizza Hut not to allow people in wheelchairs inside. In fact you should park your wheelchair outside and walk in if you want service.” – Niq Ribiya.

28th October 2013

5:05 pm

Anthony tweeted about the incident.

28th October 20136:00 pm

Anthony attacked Pizza Hut on his blog

29th October 2013Public’s Reaction

29th October 2013

The Content of Pizza Hut’s Media Statement29th October 2013

The Content of Pizza Hut’s Media Statement29th October 2013

The Content of Pizza Hut’s Media Statement29th October 2013

Pizza Hut addressed the matter publicly on their Facebook page

29th October 2013

29th October 2013

29th October 2013

The Content of Pizza Hut’s Media Statement30th October 2013

The Content of Pizza Hut’s Media Statement30th October 2013

Anthony volunteered to work together with Pizza Hut in further educating their staff on disabled friendly restaurants.

Anthony said, “I am satisfied with Pizza Hut’s prompt action in resolving this matter. I would be more than happy to assist Pizza Hut in educating their staff to be more sensitive towards special needs customers”.

AnalysisWhat has Pizza Hut Malaysia done in handling the crisis?

Pizza Hut Malaysia handled the crisis ASAP.

They should avoid denial.

EvaluationWhat Pizza Hut Malaysia should do?

Prevention is better than cure.

Follow up their post on Facebook.

Divert people’s attention with a marketing campaign.

Prepared byMohamed Khaidir Bin Mohamed Zaraai

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