Addressing the problem head on, their design and PR experts got to work to produce a message telling their customers they’re sorry:
“A fried chicken fast food chain that has no chicken – not ideal.”
Hailed a ‘masterclass’ in crisis management, the chain chose to see the funny side with an advert that has since gone viral. Whilst some people were so traumatised they resorted to calling the police:
Please do not contact us about the #KFCCrisis – it is not a police matter if your favourite eatery is not serving the menu that you desire.
— Tower Hamlets Police (@MPSTowerHam) February 20, 2018
KFC acted swiftly and cleverly, setting up a dedicated page on their website to answer questions and provide visitors with live updates of open stores.
Whilst PR crises’ aren’t always avoidable, KFC proved that acting swiftly, being honest and using clever design can turn it around. If you need help with digital marketing, why not get in touch with our team of experts by calling 0800 084 3086 or emailing firstname.lastname@example.org today.