The Blame Game On KFC Assault Case

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The recent assault case that took place in i-City’s KFC outlet bombarded all over the Internet with different versions of story. No one knows for sure who is the right party and who is the wrong one.

To all of you who are not familiar with this piece of news, here’s a recap taken from MalaysiaKini via Yahoo News:

According to Ng, at around 10 that night, they were queuing at the KFC restaurant to redeem their meals using prepaid vouchers bought from the Internet (apparently only redeemable in the i-City’s KFC outlet).

After almost an hour of waiting together with some 20 customers, the frustrated customers questioned the delay and were told by the KFC kitchen staff that the fried chicken was out of stock.

This further annoyed the customers who started to raise their voice and questioned why they were not informed about it earlier, and subsequently a heated argument broke out between them and the restaurant staff, but no offensive word was used, said Ng ( below ).

“I scolded them and questioned their service attitude. They were angry and said, ‘ Mahu gaduh ke ?’ (You want to quarrel?).

“I also heard a staff say, ‘ Kalau mahu makan, sendiri masaklah, babi! ’ (If you want to eat, go cook yourself, pig!).

“Initially I wanted to move forward but then I saw them holding steel bar as if they wanted to beat us. My wife then dragged me out of the restaurant for my safety,” he claimed.

Upset with the slur, Ng, armed with his mobile phone with the aim of recording evidence for a future complaint, re-entered the restaurant to confront the staff, threatening to lodge a police report against them.

‘They tried to attack me’

“Then they stormed out from the counter, shouting at me and trying to attack me, but they were stopped by other staff.

“Suddenly a kitchen staff wearing a KFC apron charged at me and grabbed my neck from behind. Then he punched the back of my head and my face, then kicked my legs, causing me to fall on a chair.

“Some other customers came to shield me. Then a staff member brought me out of the restaurant and advised me to leave immediately. He said his colleagues had called up their friends. So we left the restaurant,” he added.

“I did not fight back because I know resorting to violence is wrong,” said Ng.

However, his wife conceded punching one of the staffs to protect her husband.

“When I tried to pull him away from my husband, he stared at me as if he is going to beat me. So I yelled at him, ‘You want to beat me? Go ahead, everybody is looking now’, so he stopped,” said the wife, who refused to reveal her name.

Before the footage – believed to be recorded by an eyewitness – went viral on the Internet, Ng was reluctant to lodge a police report because there was no evidence to back him.

A press conference by the victim, accompanied by his lawyer was made to further explain the incident:

In my humble opinion, between a staff and a customer, customer is always right. Even if they aren’t acting in their best manner, a responsible and sensible staff has no right to resort to berate their customers or worst, hit them in any way because like it or not, customers are the king. If you have no patience for this job, get another f*cking job.

Some said Ng provoked the staffs by uttering racist remarks and raising his voice which infuriates the staffs. Even so, we should understand who is more important in this situation. Staffs whose earnings come from the consumers or the consumers who pay them? Of course it’s the latter who holds the utmost authority. Let the man shouts all he wants. The worst thing is some boos and bad reviews. Now, resorting to violence brings them all over the news.

If I have the authority to take charge of this predicament, I will first fire the branch manager for 2 obvious reason:

1. How can KFC, a prominent fast food restaurant runs out of chickens in the first place? Chicken is their most notable provisions. For them to run of chickens is like for boutiques to run out of clothes to sell. How ridiculous is that? He should conduct a proper inventory record to ensure there is enough stock to supply the stores’ daily operations and demands.

2. For not controlling the situation well enough. For his failure to train his underlings properly. Misconduct.

And even if he did realized that their supply of chicken is running low, he should informed his customers earlier. Customers would not have wasted their time queuing up for 45 minutes. It is not so fast food now, eh?

Thus, the branch manager should be fired for incompetence in handling the large crowds expectations.

At least KFC was fast enough to respond with a public apology video (I can’t hear a Sorry, did you?) by their Deputy President, Alan Au just a day after the incident. But, I find the way he conveys his apology to be insincere and hypocritical. We want explanation not nonsense and mumbo-jumbos about staff training.

The higher management should conduct proper, on-going and sufficient training to their staffs regularly. This is not to be taken lightly as the current assault case is not the first I’ve heard about KFC, last year itself, there were several videos uploaded to Youtube featuring the unhygienic workers tampering with the chickens and rude staffs.

If KFC wants to regain our support, they have to first win our support by improving their quality of food and customer service. Or prepare to face huge financial ruin.

Social Media Explained… In 5 Funny Pictures

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We have way too many social media and network nowadays, it is hard for us to keep track. I recalled having an account in almost every major websites like Tagged, Friendster, Myspace, Xanga… you name it, I have it. However, the emails they sent simply annoyed me, therefore I removed all my accounts, leaving me with only Facebook, Twitter, LinkedIn and a few other substantial social media.

These fawsome websites allow their users to update their status. Thus, I am always unclear which social media I should use to update my status. To make things easier, users ‘standardized’ the status posting system by the following:

Facebook: What you’re thinking about

Twitter: What you’re doing

… or take a look at these series of pictures illustrated by Cliconomics :

It has been a pretty tough year for Google Plus. Coincidentally, I do have a G+ account after receiving an invitation from a dear friend but to be honest, it is as vacant as I thought it would be. To be honest, Google could have used the resources to enhance other product of theirs like iGoogle, Picasa, G Reader, etc. instead of focusing on a product that will clearly lose out in the midst of giant social network sites.

Psychology of Color

Psychology of Color

Why some marketing campaign works and others don’t. Most of the time, we are not aware that colors do indeed play a role and marketers/ad persons who are able to grasp this important concept will be able to use this to their full advantage.

Source: Now Sourcing

A Little Credit To The Creative Team Behind Advertisements

We watch countless advertisements everyday through the Internet, printed medias, TV and radio. The ad might last for just a few minutes or take just a small corner of the page but the effort took to produce such ads is actually much more complex. Even to come up with a 4-paged brochure that will only sums up to 1 mark gave us a little headache. As this is our first time creating and marketing our own Valentine’s Day product – cash card, it took us one whole day to draft our brochures and lastly, carry out the photo shoot session in Pavilion.

Two of my team mates working on the cash card.

After getting a grasp on how advertising and marketing actually works, I feel more grateful and appreciative of the efforts put in by fellow adperson, advertising executive or whatever terms used to address the team behind those advertisements. Video ads are especially hard to make, what with the angle of the camera and the crowd of people which can be tiresome sometimes. Having a cooperative team is extremely important to ensure the production of ads will go well. Fortunately, my team members are very creative and are willing to share and accept ideas, as well as the initiative to work for an agonizing 12 hours.

We worked on the draft of the brochures with imaginative and innovative ideas from everyone. Using Adobe Illustrator to design our cash card, we stayed in the library for 3 hours. After much aggravation, we printed everything we need and head to the mall for our photo shoot session.

To minimize cost – since the assignment is only 1%, we decided to use our own group members as the models for the Valentine’s Day brochure. Although these two models are not experienced and also,  as they are not lovers in real life, it is tough to be intimate, especially in front of a camera but after a few guidance from our wonderful photographer, things went exceptionally well.

In one of the shoots, we have to ask the help of a cashier/promoter which is difficult because most of the retail outlets and departmental stores do not allow us to photograph. We are required to show them a letter from our college and perhaps wait for a few days before we get the seal of approval which I find distasteful, in my humble opinion because we are only planning to capture the cashier accepting the cash card from our model, which does not involve their products at all; if that’s what they are afraid of.

After much asking and searches, we managed to locate a small counter kiok-like selling fragrances that are willing to help us. Thank you so much! Thus, our photo shoot ended successfully!

I will remember 5th Feb 2012 as the very first day I get to know more about how advertising and marketing works. This is only the beginning, I have more to learn and I cannot wait to start!

* I will post the photo of the cash card after my presentation. You know how it works. :)

 

Update: Here’s our cash card and final ad page: