Author: Karen Putz

  • Steak and Shake–Looks Like This Touched A Nerve

    Yesterday, I just wanted a shake from Steak ‘n Shake and was turned away. Today, I’m seeing how amazing the internet is:

    Diversity, Inc.: Second Class Citizen

    Emoms At Home: Standing up for a Friend and Fellow Blogger

    The Consumerist: Steak ‘n Shake Manager Denies Service

    Henry Kisor: Making a Fuss

    Laurel Papworth, Social Networks: Australia Event: Social Networks and P.R.
    The Strategy Guy: Being Stupid

    Joliet Herald News: Local Activist Sends Loud, Clear Message

    Joliet Herald News: Steak ‘n Shake Part Two

    Business and Blogging: Crisis Case Study

    Google Finance: The Steak ‘n Shake Company

    Slacker Manager: Steak ‘n Shake, How Can Management Overcome This?

    Deaf Pagan Crossroads: Why Can’t I Get My Milkshake?

    Just Thinkin’: Turned Away at the Drive Thru for Being Deaf

    Do It Myself Blog: Steak ‘n Shake Questions Answered

    Megite Business News: Steak ‘n Shake Manager Denies Service to Deaf Mother

    Emoms at Home: Sometimes Its Just About Mommies

    The Hearing Exchange: Deaf Mom Shakes Up Steak ‘n Shake

    The Daily Herald: Woman Cites Hearing Problem in Dispute with Steak ‘n Shake

    WTMJ 620, Wagner on the Web: Maybe They Can Hear Her Now?

    Bad American: Customer Service Horror Stories

    So Good: Steak ‘n Shake Manager Under Fire

    Carpe Factum: Diversity or Adversity

    Jim’s Blog: Steak ‘n Shake Denies Service

    Spin Thicket: PR Nightmares

    Kirkogitation: Controversial Milkshakes

    My Wooden Spoon: Boycott Steak and Shake

    A Cowboy’s Wife: Boycott Steak and Shake

    The Marketing Eggspert: What Steak and Shake Will Do For Its Customers

    Growing Up With a Disability: Why We Need the ADA

    Growing Up With a Disability: Steak ‘n Shake Apology

    Do It Myself Blog: Deaf Mom Denied Service

    Is That Even Legal: Falling On Deaf Ears

    Accessible Everything: Inaccessible Milkshakes

    Deep Muck Big Rake: But The Emperor Has Nothing On At All

    The Daily Grind: Outrageous

    Jamie Berke, About.com: Two of the Hottest Things This Week

    Do It Myself Blog: Deaf Mom Continues her Fight for a Milkshake

    Slinkerwink: Fighting Back Against Discrimination

    LeahLefler: Things That Really, Really Make Your Blood Boil

    A Simple Desultory Dangling Conversation: How NOT to Do Customer Service

    Chat With Bryen: Steak ‘n Shake Denies Deaf Access

    Palms to Pines: Would You Like Some Discrimination With That?

    An American Mom in Tucsany: This One’s for the Ladies

    Ethan’s World: Some Good, Some Bad

    On the Wire: Steak ‘n Shake Woes Loom

    Cheryl Beryl: People Aren’t Reasonable

    Do It Myself Blog: FOX Airs Deaf Mom’s Fight for a Milkshake

    Single Work At Home Mom: Fast Food Restaurant Refuses Service to Deaf Woman

    Berke Outspoken: Possible Solutions to Denied Milkshakes?

    Laurie’s Dance with Sound: Hearing Impaired and CI News

    Adversity University Blog: End of the Week Gratitude Theme #12

    Chronicles of a Bionic Woman: Karen, the amazon woman!

    Lolypup: Civil Rights and a Milkshake

    Sam Spritzer’s Web Site: Beware of Hearing Impaired, Serve at your Own Risk

    Deaf Weekly: Steak ‘N Shake Flap Sparks Internet Storm

    On the Wire: Steak ‘n Shake Officials Meet with Customer

    Starked San Francisco: Deaf Mother Denied Service at Steak ‘n Shake

    Jim’s Thoughts: Ignorance

    My Chronic Life: Steak ‘n Shake Disgrace

    Terrible Palsy: It’s That Time of the Month

    Ima On (and off) the Bima: Things That Make Me Crazy

    Bad Cripple: Why the ADA is Needed

    Growing Up With a Disability: Update on the Steak ‘n Shake Discrimination

    Hippie Spelunker: Steak ‘n Shake Commits a Heinous Injustice

    Hippie Spelunker: Steak ‘n Shake Update

    Hippie Spelunker: Serving Americans with Disabilities

    Planet of the Blind: How Many Fingers Am I Holding Up?

    I Am Not a Hamster: Steak ‘n Shake Employee Shoots Company in the Foot

    The Net-Savvy Executive: Why Companies Need to be Listening to Blogs

    Happy Family At Home: I Love This!

    I’m Adopting a Deaf Child with Ushers: A Glimpse of the Future?

    Granfallon Books: Customer Service

    Dispatch from the Third World: Steak ‘n Shake Embarasses a Deaf Customer
    Eternal Sunshine of an Empty Mind: I Can’t Believe the Nerve of Some People!

    Butterfly Like Me, Deaf: Drive Thru Service Reasons

    Mulberry Summer: Unacceptable

    Rolling Grains: Where ADA Compliance Was Taken off the Menu

    Our Campaigns: Steak ‘n Shake Denies Service

    Today’s Cool News: Even I Can’t Hear What They’re Saying

    Waving with My Deaf Hands: I’m Proud of Karen, It’s my Turn to Share

    Fox News Blogs: Steak ‘n Shake Violates the ADA

    A Cowboy’s Wife: Steak ‘n Shake Follow-up & Comment Response

    Erin’s Mother: Not Giving Them One More Penny

    Rachel’s World: An Accessible World?

    The Deaf Sherlock: Deaf Mom Power!

    Random Digest: Steak ‘n Shake Manager Denies Drive Thru Service

    Andrea’s Acadia Weblog: Service DENIED

    NF@ Odyssey:  Consider This

    Bionic Ear Blog:  Steak ‘n Shake Denies Service to Deaf Patron

    The Robisher:  Steak ‘n Shake in IL Denies Drive-Thru Service to Deaf Mom

    My Scrapbook Life:  Bad Steak ‘n Shake, Bad, Bad Steak ‘n Shake

    Last night, shortly after calling the corporate headquarters via relay, an employee from their Human Resources division called me. She sent me an email apologizing for the incident. She called again this morning to see if we could set up a meeting with the manager in question and discuss the issue. They agreed to provide an interpreter for this meeting.

    Stay tuned.

  • Disability Blog Carnival–What I Wish Professionals Knew

    This week’s Disability Blog Carnival focuses on the theme, “What Professionals Should Know About Disability” and is hosted over at Ryn Tale’s Book of Days.

    If I had a dime for every time a professional predicted an outcome for a child with a disability based on what they “learned from many years in the field,” I’d be a millionaire.

    Make that a zillionaire.

    I’ve heard the same stories over and over from families: “My (insert professional) said that if I did (whatever it is they’re recommending) then my child would (fail, succeed, you name it) so I better follow their advice or (earthquakes will happen, the world will end.)

    No kidding, I would be rich, indeed.

    So here’s what I wish professionals knew:

    Park Your Bias at the Door

    You may feel strongly about a certain course of action, but pushing it isn’t going to help either one of us. It is one thing to share your personal belief system and your knowledge in a way that helps me to expand my own, but it’s another when you steamroll it over me or have an agenda of your own.

    Expand Your Skills

    You may be trained in one direction, but take a look at your profession and see if it can be expanded in other ways. Make sure you have the skills in all areas. I once had a pediatric audiologist tell me, “I don’t have much experience around deaf and hard of hearing adults.” If you’re in the business of working with children, make sure you’re familiar with the adult world they’ll be growing into.

    This is My Journey, Not Yours

    I do value the input that professionals have given me over the years. What annoys me is when they don’t like the direction my choices are going in and they express their opinion. Keep in mind, this is my life and my journey. Even if your professional opinion differs from mine, have the graciousness to expand your views to respect mine.

    Finally, I’d like to share some tips over at Hands & Voices for those who work in early intervention with deaf and hard of hearing babies:

    A Parent’s Wish List for Early Interventionists.

  • Steak and Shake Denies Service


    After picking my youngest son up from school, we decided to grab some shakes at the local Steak and Shake before heading over to the middle school to pick up Lauren.

    I went through the empty drive through and drove past the speaker. After waiting a few minutes at the window, I finally honked the horn and waited some more. After a second honk a few minutes later, a young man appeared.

    “Hi! I didn’t order back there as I can’t hear,” I said, pointing to my ear. “I’d like two small shakes, one vanilla and one chocolate.”

    “You’ll have to drive around again so I can take your order through the speaker,” the guy said.

    “I can’t hear back there, so I’ll need you to take my order here,” I explained.

    “No, it’s our policy. You’ll have to just drive around and tell me your order and then I can take your order.”

    “I can’t use the speaker, which is why I’m at the window giving you my order here!” I started raising my voice a little, as I was getting frustrated at the hoops he was putting me through.

    So I told him about the Americans with Disabilities Act and I explained that taking orders through the window is an accommodation that I need because I can’t use the speaker to place an order.

    He kept insisting that orders need to be taken at the speaker. “If you had just let me know at the speaker that you needed accommodations then I could take your order through the window.”

    “But I’m DEAF! I can’t hear on the speaker! When I drove up, the first thing that I told you was that I couldn’t order back there because I can’t hear through the speaker.”

    “No, you didn’t tell me that,” he said. “If you had told me about your disability then I could have accommodated you.”

    I sat there flabbergasted. I was getting more upset by the minute. All I wanted was the dang shakes! Then another car pulled up behind us.

    “Look, if you’re not going to take my order, I’m going to file a complaint and let the corporate office know about this.”

    “Well, I can call the cops on you for disrupting the business and holding up the drive thru.”

    “You’re going to call the cops on me? I’m just trying to get service here!”

    “I’m done with you.” He abruptly shut the window, threw up his hands and walked away.

    Good gosh, did that guy have any idea what he just did? Denying me and my son service simply because we couldn’t use the speaker for an order?

    I wasn’t finished with him. Oh no. I beckoned him to open the window again. He looked at me with an air of superiority and opened it.

    “I’ll need to take down your name and your supervisor’s name.” I was surprised that he willingly gave that information. He took his name tag off and held it up for me to see. Then I realized something–he wasn’t taking me seriously. He figured I was just playing with him.

    So I lifted up my hair and showed him my hearing aids. The look on his faced changed a bit. I guess it started to sink in that even though I speak well, I wasn’t kidding about being deaf. You would think at that point, he would graciously return to “serve the customer” mode and take my order.

    He still didn’t. I explained to him that I was going to call the corporate office and let them know that I was being refused service. “Go ahead, call them,” he said. “You will need to leave, you are holding up the line.”

    And he closed the window again.

    Steak and Shake, you’ll be hearing from me.

  • Mom is Missing a Few Brain Cells

    My oldest son’s Stanford Achievement Test results came in the mail last week. I glanced through them and was surprised to see results equal to 6th and 7th grade results. There were two results that said “PHS.”

    What does “PHS” stand for, I asked the school counselor. That means the student scored “Post High School,” or college level, she replied.

    Oh cool, my son at least had two results in the PHS range.

    When I showed David the results of his test, he said, “But Mom, that test was so easy. How could I score so low in some areas?”

    I shrugged. Maybe it was a bad day–everyone has an off day, you know?

    I was at my friend Beth’s house over the weekend and she asked me about David’s scores. She was showing me her daughter’s scores and going through the papers, explaining that one of the forms was just a sample.

    Uh oh.

    I went home and looked more carefully at the test results. I was indeed looking at the sample results and interpreting them as David’s results. The paper that I thought was simply a deaf norm comparision was actually the test results for David. He scored a “Post High School” in every catagory.

    David was happy to learn that his brain cells were working fine.

    Mom, however, is still trying to figure out where hers went.

  • I Have a Beef With Tyson

    Twenty four point six million.

    Read that again.

    $24,600,000.

    A pretty big number, eh?

    That’s how much the head honcho at Tyson collects to run the world’s largest meat processing facility. The Proxy Governance firm believes that Tyson executives are over-paid: Proxy Firm Says Tyson CEO Paid Too Much.

    If you remember awhile back, I had a culinary adventure with two bags of Tyson chicken parts. The outside of the bag showed beautiful white pieces of chicken. Inside both bags were mostly fatty chicken parts with a few white pieces tossed in.

    So hearing that the Tyson CEO is collecting a huge amount of compensation for his job just makes me mad. How about directing the company money to produce a quality product instead?

    Listen up, Tyson–you need to cut the fat from the executives’ pockets as well as your product.

  • Dr. Robert Davila’s New Book

    Dr. Robert Davila’s book, Moments of Truth: Robert R. Davila, the Story of a Deaf Leader,was recently released and it is on my pile of “books to read”.

    I first met Dr. Davila at the Chicago Hearing Society Volunteer Lunch in October, 2007. He is shown above with Jill Sahakian (CHS Director) and Mary Clark. Bob was the keynote speaker and he shared stories of growing up deaf in a large Hispanic family. His father passed away from a heart attack when he was a young boy. After he became deaf at the age of eight, his mother put him on a train to head up to the residential school over 600 miles away. Dr. Davila learned to speak Spanish at home and learned English and American Sign Language in school.

    Aaron at Aaron Cues has a wonderful summary of Dr. Davila’s recent speech at the Illinois Mom’s Night Inn: A Chance Encounter with Dr. Robert Davila.

    Dr. Davila impresses me with his resiliency and his strong work ethic. I look forward to reading his book: Moments of Truth: Robert R. Davila, the Story of a Deaf Leader. I’ll be sharing it with my kids as well.

  • Central Institute for the Deaf–My Sister’s Memories

    My sister Linda and I recently went out to dinner at our favorite restaurant, Luigi’s House. On the way home, we were reminiscing about the past and Linda brought up some memories about her three years at Central Institute for the Deaf. We had never really talked about her time at the auditory oral school that she attended from preschool until third grade. So tonight, I asked her some questions about her memories of the school.

    Linda was born with normal hearing. When she was two years old, she fell off of a chair and hit her head on the corner of a baseboard. She instantly became profoundly deaf.

    My parents didn’t really know what to do. They lived in Ste. Genevieve, a very rural town with almost nothing in terms of support services. During an appointment with the family doctor, my mom learned about Central Institute for the Deaf in St. Louis. They brought Linda to CID to be tested and learned that she was severe-to-profoundly deaf.

    “I remember Mom crying and she got up to leave the room,” Linda recalled.

    Mom made the decision to have Linda live with her sister, Velma, and attend CID. Aunt Velma’s house was about 45 minutes from CID. Every morning, Linda joined another classmate, Rick Wind and one of his parents on a car ride to school. Every afternoon, Aunt Velma walked a half mile to a bus stop and rode the bus to CID to pick up Linda. They took the bus back together and walked home.

    “Aunt Velma worked really hard to help me learn to listen and keep my speech going,” Linda recalled. “Every night, she would place sentences in front of me and go behind my back and I would have to practice listening to each sentence.”

    That was clearly a form of Auditory Verbal therapy, and this was in the mid-1950’s, long before Auditory Verbal was widely known.

    I asked Linda about her memories of school, I was curious if it matched some of the negative things I had heard about the early days of auditory oral schools.

    “I really liked it at CID,” said Linda. “My memories are good ones. The teachers were wonderful. I can remember hugging them, especially Dr. Helen Lane. I would go to Dr. Lane’s office to visit her every opportunity that I could.”

    Linda remembers that the teachers were strict about getting the kids to work on their speech and practice listening. “They didn’t seem to give up and they worked with us over and over.”

    Linda remembers taking rhythm and music classes with a piano. She also remembers trying to identify different sounds. “When they played airplane noises, we would run around on the floor and pretend we were airplanes,” said Linda. “I also remember some objects and animals that made noise, and we had to listen to identify which object made which noise.”

    Linda went to Northern Illinois University and attended the Program for Hearing Impaired for one year. She was introduced to American Sign Language at NIU–just as I was many years later. Linda moved to Michigan a few years ago and she’s been getting involved in the deaf clubs up there.

    In the family photo above, Linda is second from the left in the back. I’m not in that photo, I wasn’t conceived at that point. 🙂

  • Wordless Wednesday–Dreaming of Summer

    It’s freezing cold in Chicago and I’m dreaming of summer at the lake!

    Happy Wordless Wednesday!

  • Neil McDevitt, Firefighter


    At a recent Illinois Hands & Voices Parent Connection meeting, a parent shared her heartbreak when her young deaf son expressed a desire to grow up and become a fireman. “I know he won’t be able to be a fireman, but there’s other things he can do,” she said.

    Oh yes, I told her, he can become a fireman. And girls can grow up to be firefighters as well. I told her about the firefighter I knew who worked in a town near me. About Mike McConnell, a forest hydrologist who is trained to fight fires as well. And about a volunteer firefighter that I found through a blog, the Deaf Firefighter’s Blog.

    The mom’s eyes grew wide. I could see her attitude shifting, to one of great hope for her son’s future as another barrier came tumbling down.

    I had the pleasure of chatting with Neil McDevitt, a volunteer firefighter with the Montgomery Township Fire Department in Pennsylvania. Neil has been a volunteer with the department since 2003. When he’s not on duty, he works full time as a Program Director for the Community Emergency Preparedness Information Network (CEPIN) at Telecommunications for the Deaf and Hard of Hearing, Inc. (TDI).

    “Our program is a FEMA-recognized training partner,” said Neil. “We developed a class called “Emergency Responders and the Deaf and Hard of Hearing Community: Taking the First Steps to Disaster Preparedness” and we’re also working on some other new programs as well.”

    Neil wears a pager at all times and “Yes, I sleep with it on,” he shares. As a firefighter, Neil has encountered house fires and car accidents where people have died but he prefers to focus on the positive attributes of his job.

    “My most memorable experience happened a few months ago. A group of students from the Pennsylvania School for the Deaf in Philadelphia came to my fire house for a tour.” Neil had planned to teach his regular session on fire safety, but when the students arrived, he quickly realized that he needed to switch his approach to include the deaf students with developmental disabilities.

    “I wanted to give the kids some hands-on activities, so I asked a firefighter to start one of the trucks and lay out a small hose line. We set up some cones and put tennis balls on top of them. Then we gave the kids the hose line and told them to knock the balls off.” Neil took great delight in seeing the smiles on the student’s faces. “What really made it special for me was one young boy who was severely developmentally disabled—he showed no expression during any of the previous activities and he suddenly lit up in a big smile when he touched that hose line.”

    When Neil first began as a volunteer, he taught a class on non-verbal communication. “My reasoning for this was that firefighters already use a lot of non-verbal communication but they never really consciously thought about it,” said Neil. “Rather than teaching ‘ASL101’ and forcing them to learn something new, I personally feel it’s more effective to make them more conscious of what they’re already doing.”

    One of the tough aspects of the job is the challenge of funding interpreters for meetings and trainings. “I know it’s easy to say that it is required by the Americans With Disabilities Act—that they should be paying for it, period. If it was a paying job, I would have no problems requesting interpreters left and right,” said Neil. “However, this is a volunteer organization and my feeling was, if I came in ‘demanding’ interpreters, then I would win the battle but lose the war.” Neil, instead, tried to use creative approaches to cover the cost of interpreters. For trainings held by the county or a training academy, the interpreters were willingly covered upon request. Neil was able to obtain a small grant from Prudential Insurance company to cover the cost of interpreters for other meetings.

    Neil has plans in the works to include a new position into his role as a volunteer firefighter. “Right now, I have a proposal with the Chief to create a Public Information Officer position in the department and assign me to that role,” said Neil. “We’ll be meeting to discuss that a little later in the year. Basically, the Public Information Officer is the person who works with the media and public to inform them of what’s going on with the incident.”
    For every mom of a deaf and hard of hearing child who dreams of being a firefighter, Neil has this to share: “It really is a rewarding job. You’re giving back to your community, helping people in a very real and tangible way. Even if a deaf person isn’t the one in front of the hose and putting the water on the fire, they’re all working toward a common goal. I hope I never have to use American Sign Language for a deaf victim (especially since I know practically every deaf person in the township!) but I also know that I bring a talent to the table that very few departments are able to.”

  • Mom’s Night Inn–Rested and Exhausted!


    Illinois Hands & Voices hosted a Mom’s Night Inn this weekend. This is an event that I always look forward to. Not only is it a weekend to connect with other moms of deaf and hard of hearing children, but it is a fun learning experience as well. This is the third year we’ve hosted the event and we used a new location this time which seemed to work out well.

    On Saturday, we had Leeanne Seaver from Hands & Voices as a guest speaker and she did a presentation on “Beginning With the End in Mind.” We had pizza and salad for dinner, crafts, massages and manicures. There was more food later that night (lots of chocolate!) and some great discussions.

    We were so fortunate to have Dr. Robert Davila from Gallaudet join us on Sunday morning, thanks to our board member, Mary Clark. We had a parent and child panel and it was interesting to get both perspectives: the parent’s story and the deaf/hard of hearing child.

    Here are some photos from the weekend:


    Fun crafts included votive candle holders and inspirational bracelets!

    The panel:

    Leeanne Seaver, Dr. Davila and me: