Here’s an interesting comment that was left on the Steak ‘n Shake post:
My dear aunt is physically handicapped and has a tendency to take things personally. For example, even when family members give her corrective feedback, she easily gets hurt. When she doesn’t receive the special treatment she expects, she assumes she’s being mistreated for her disability.
I’ve been to the Bolingbrook Steak n Shake. As a customer, I know this manager and he is a nice person. I’m sorry you were hurt Karen but I think you were both having a bad day and you were both being rude to each other and you both owe each other an apology. He denied you service because he FELT he was being abused, not because you are deaf. And perhaps, maybe you are taking the situation too personally, as my aunt would.
Again I’m sorry you were hurt by the situation but it’s not the end of the world, right? You and your loved ones are healthy and alive and that’s all that matters. You shouldn’t let your world revolve around this one incident. Forget about what happened and do something fun today.
Dear Anonymous Commentor,
When I drove up to the Steak ‘n Shake drive thru, I wasn’t asking for “special treatment” as your aunt perhaps does. I was asking for “equal” access to a service, one that I have used at that very same drive thru several times before. With a simple modification, Mr. Manager could have taken my order as other Steak ‘n Shake employees in the past have done, and I would be just another satisfied customer happily drinking a shake along with my son.
Unfortunately, Mr. Manager decided that he could not accommodate me that day. I’m a pretty patient gal, and I’ve done this countless times with other drive thru employees. Even after explaining it once, twice and explaining the Americans with Disabilties Act and showing him my hearing aids, Mr. Manager still could not make the decision to serve me, the customer.
Of course, after all of that explaining, I was frustrated and not to mention upset that I was being denied milkshakes on the basis of not being able to physically use the speaker. If Mr. Manager has translated that into rude behavior, well that’s his view and it should not have prevented him from filling a milkshake order. From my training as an employee of a retail store years back, customer service is a high priority.
And for the record, I was having a wonderful day until I pulled up to the Steak ‘n Shake. I decided to treat my son to one of my favorite shakes and he was all excited about that. All Mr. Manager had to do was make a simple modification to take the order at the window, especially when it was explained to him several times WHY the accommodation was needed. He failed to deliver on that, stated he could call the cops and asked me to leave. He must have been having a heck of a bad day.
In your comment you stated, “You both owe each other an apology.” That is not going to happen on my end. I was blantanly discriminated against by Mr. Manager. I will not apologize for raising my voice when my rights were violated.
You say that I shouldn’t let my world revolve around this incident. I have heard from others who have had similar struggles at the drive thrus. In the large majority of the time, it comes down to the attitudes of the people doing the serving.
There comes a point where one must stand up and say “we need to change this so it doesn’t happen again.”