A crisis that happened to Pizza Hut Mid Valley when the restaurant refused to serve a wheelchair bound customer. These slides explain on what Pizza Hut did right and wrong in handling the crisis. It also explain on how Pizza Hut can handle the crisis better.
5. 28th October 2013
1. 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.
18. The Content of Pizza Hut’s Media Statement
30th October 2013
19. The Content of Pizza Hut’s Media Statement
30th 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”.
20.
21. Analysis
What has Pizza Hut Malaysia done in handling the crisis?
Pizza Hut Malaysia
handled the crisis ASAP.
They should avoid denial.
22. Evaluation
What Pizza Hut Malaysia should do?
Prevention is better than
cure.
Follow up their post on
Facebook.
Divert people’s attention
with a marketing campaign.