KFC, Debola, And Power Of Social Media In Customer Advocacy

Debola Daniel, a social media influencer, shared a disappointing experience at a KFC branch regarding accessibility issues.
KFC issued an apology but faced criticism for its perceived lack of sincerity and failure to address potential discrimination.
The saga highlights the power of social media in shaping brand reputation and the importance of prompt and genuine responses to customer concerns.

Eko Hot Blog reports that On Wednesday, 27 March, an intriguing saga unfolded involving Kentucky Fried Chicken (KFC) and Debola Daniel, the son of a former Governor of Ogun state, Otunba Gbenga Daniel, sparking widespread interest and debate across social media platforms and news outlets.

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The series of events has shed light on issues of customer service, social media influence, and corporate responsibility.

The saga began when Debola Daniel, a banker and social media influencer with a substantial following, visited a KFC branch at the Murtala Muhammed International Airport (MMIA), Ikeja, Lagos State, and was told wheelchairs were not allowed at the restaurant. He described what he encountered as a disappointing experience.

Taking to his social media followers, Daniel expressed his dissatisfaction with the service he received, highlighting issues such as long wait times, incorrect orders, and poor customer service.

Daniel’s posts quickly gained traction, with many of his followers expressing solidarity and sharing similar experiences they had encountered at KFC outlets. The hashtag #KFCDebolaDaniel soon began trending on various social media platforms, drawing attention to the matter on a national scale.

KFC’s alleged action is in contravention of the Discrimination Against Persons With Disabilities (Prohibition) Act, 2018.

The law, which came into effect on 17 January, 2019, mandates that a person with disability shall not be discriminated against on the grounds of his disability by any person or institution in any manner or circumstance.

In response to the escalating situation, the restaurant issued a statement on Thursday, acknowledging Daniel’s concerns and expressing regret for the subpar experience he had encountered. The company emphasized its commitment to delivering high-quality service to all customers and pledged to investigate the specific issues raised by Daniel.

However, the apology, which failed to mention Daniel by name, has attracted plenty of criticisms of “corporate speak” and not being genuine.

It has also been criticised for not addressing the question of whether it had instituted a discriminatory policy.

While claiming discrimination is not reflective of its values, KFC failed to clarify whether its staff acted out of order, prompting insinuations that the restaurant workers indeed denied entry to the wheelchair user in adherence to company policy.

Efforts were made by both parties to resolve the situation amicably, with KFC offering Daniel various forms of compensation and inviting him to engage in a dialogue to address his grievances.

However, these attempts at resolution were met with mixed responses from Daniel and his followers, with some expressing skepticism about the sincerity of KFC’s intentions.

The saga sparked widespread public discourse, with discussions focusing on various aspects, including the power dynamics between consumers and corporations, the role of social media in holding companies accountable, and the importance of effective customer service in today’s competitive market.

The KFC and Debola Daniel saga serves as a poignant reminder of the significant impact that social media influencers can have on brand reputation and consumer perception. It underscores the importance for companies to prioritize customer satisfaction and swiftly address any issues that arise to prevent potential reputational damage.