The KFC Debacle
CMM May 8th, 2009
So, I wasn’t too surprised to find out that KFC has released a video and press release announcing that they are no longer honoring the free meal tickets that were provided via Oprah. When I heard about this, I thought it sounded too good to be true. And it was.
So, I haven’t been to KFC in years. When I was an undergrad, we had one up the street from where I lived, so I’d stop by for a quick bite to eat. As I became more conscious of my health and dietary habits, I pretty much stopped eating all fast food. KFC was definitely cut from the diet due to the grease, carbs, and general high calorie count.
When I heard about the coupon and the new “grilled” chicken, I figured I’d give this place another chance. I don’t know about other folks, but my experience was disappointing. I pulled up to the window with my coupon, having just enough time to grab food before heading to church. Being the skeptic that I am, I asked the lady if they were honoring the coupons. Her response was a polite but short “no, we’ve done our 75 for the day.” I told her I didn’t see a 75 per day limit on the coupon or advertisement. She responded with, “that’s my manager’s policy.” I thanked her and drove off, kind of irritated and now late for church.
I wasn’t the only one with this type of experiences. I’ve heard everything from coupons being flat out rejected to coupon’s being honored, but without biscuits and you only get slaw and beans as a side. Frankly, I expect much more from a company like KFC and it’s parent YUM.
So, how did this happen? You don’t run a multi-million dollar company and let something like this happen. This kills brand image and creates negative sentiment with your customer base. While the coupon was enough to get my rethinking my “no KFC” decision, this leads me to continue passing them up as a viable option. On top of it all, this relationship between Oprah and KFC is confusing. While Oprah’s name is also on the list, KFC is the one carrying most of the fallout. After all, nobody went to Oprah’s show and expected a free meal.
Frankly, this is a disaster for KFC that screams bad planning, desperation, and poor customer service.
