This morning, I was greeted with this lovely comment left by David R.:
you are a (bleep) retard. the world does not revolve around you, you lazy dumb (bleep). how are the employees at steak n shake supposed to help you when you can’t even hear them talking to you? it’s your own fault for being lazy and not just walking in. stupid dumb (bleep) people like you piss me off. if you have a problem with steak n shake then DONT GO THERE. why would the spend thousands of dollars on new technology just satisfy a (bleep) lazy (bleep) lady? THEY DO NOT NEED YOUR BUSINESS so you can take it elsewhere and shove it.
With attitudes like this out there, who needs drive-thrus that are accessible to deaf, hard of hearing and speech-challenged people? Segregation at its finest! Apparently the drive-thrus are only for people who can use them as they are currently set up. The rest of us less-than-perfect people are supposed to get out of our cars and go in and order.
Unless of course, you head over to Culver’s, the restaurant chain that has decided to make sure that their customers are welcomed in the restaurant and in the drive-thru:
Order Assist System at Indianapolis Culver’s Restaurant.
Isn’t it ironic that this Culver’s restaurant is located in the same city as the Steak ‘n Shake headquarters?
For those who aren’t familiar with the story, my son and I were denied service at the Bolingbrook Steak ‘n Shake restaurant a year ago. The incident was picked up by Fox and ABC news and several newspapers. Bloggers from all over chimed in: Steak ‘n Shake, Looks Like This Touched a Nerve. The Consumerist landed over 200 comments as people discussed the situation. Deaf Life did a five-page spread on the story. Down in Australia, the topic was a large part of a presentation given at an RMIT Communicator of the Year Awards banquet. Diversity, Inc. did a story and a video interview (captioned): Deaf Mother of Three Denied Service at Restaurant.
In the year since the incident, I met with the Steak ‘n Shake executives and then later, their two lawyers. I didn’t get anywhere with them. During our first meeting, Steak ‘n Shake appeared willing to make some changes and perhaps blaze the way for drive-thru access. Once it was turned over to their lawyers, I felt as if they simply wanted to sweep the issue under the rug. During our final meeting, they brought in the Steak ‘n Shake employer to issue an apology. It was quite apparent that the attorneys crafted a very lame, “I-won’t-admit-I-did-it-but-I’m-sorry-it-happened-to-you” apology that the employer droned out. The Steak ‘n Shake attorneys admitted during our meeting that they didn’t even look into the drive-thru solutions that I had suggested all along. They clearly weren’t interested in making any changes, but to simply have me shut up and go away.
I guess I’ll be seeing more of the Steak ‘n Shake lawyers. That is, unless the company truly wants to welcome deaf, hard of hearing and speech-challenged customers in their restaurants. In that case, they know where to reach me.
Comments
37 responses to “Steak ‘n Shake, One Year Later”
Ouch about David R.’s comment. Sad to see the level of ignorance though.
Will take a while before the majority of fast food restaraunts become aware of needs.
I invite this David R. to come on over to my website and try to leave such ignorant comments there. Don’t mind him, it is people like him that provide job security for police officers, truant officers, and psychiatrists. You keep fighting the good fight!
Ignoramuses like him are hard to deal with, but ultimately, not worth the time and effort because they are too small minded to understand the big picture.
Eddie
http://www.thumpaflash.livejournal.com
Hey, wait a minute.. I’M David R! But not that one – I’m not a moron. Wow. Keep fighting the good fight, Karen.
Yes David, because Karen cannot hear (well) she should have to get out of the vehicle and come into the restaurant. You, on the other hand, who have a much more degrading disability – that of being a total asswipe – can go through the drive thru. Watch out for those milkshakes with the spit in them though, because I bet they do that a lot to you.
RhodesTers last blog post..Visitors from beyond. Nice ones, too.
It is so sad to me that such ignorance persists in the world. So according to Dave R, the other drive thru customers who are not deaf or hard or hearing are smart and not lazy? You are entitled to the same rights as everyone else. This was an opportunity for Steak N Shake to demonstrate leadership yet they chose the path of legal immunity. I can’t help but be reminded that years ago my dad was denied service because of the color of his skin. Our community was also labeled stupid and less than human. I am outraged by the comment above. I don’t eat fast food but if I plan on spreading the word to those that do to not patronize this place.
Steak N Shake should also conduct training. Walk a mile in someone else’s shoes and see how it feels. You lost your hearing not your humanity!
Wow. I know people sometimes secretly think like that. But, I didn’t know they would actually broadcast that kind of ignorance.
It’s really too bad that Steak ‘n Shake refuses to take action. It is a clear signal that the company only cares about some of their customers. Well, that and the bottom line. With all the press they’ve already had around this incident, they would become heroes in their industry and their communities by making simple accommodations.
It’s shameful that the leaders of this company behave in such a manner.
Jason Rehmuss last blog post..Were you looking for something?
Maybe in the next life, David R get to be deaf for the rest of his life.
David R. AND Steak and Shake should be ashamed of themselves, but I’m not betting they are. Their loss. Both of them are digging their own graves. Keep it up, Karen!
I am so warmed by the fact the people like David R are out there, caring about his fellow neighbour!
As for Steak n Shake, it sounds like their lawyers are more of a hindrance than a helpful.
Good on you for acknowledging Culver’s. All too often, the businesses doing it right don’t receive the attention and press coverage.
Wow, that David R. sounds like a real people pleasing person, doesn’t he? I would be oh, so proud to call him my employee if I owned Shake N Whatever it’s called. He sounds like he’s right on track to become employee of the month, followed by employee of the year and then outstanding lifetime employee at that stellar, fine dining establishment. *rolling eyes* *signing what a sh*thead I really think he is*
Stacerellas last blog post..GUNG HAY FAT CHOY!
Karen,
I hope this ignorant one didn’t shake you up too much [silly pun intended ; ) ].
It is exhausting and disheartening to be Deaf/HOH in a hearing world…, and harsh attitudes are the worst. So, thank you Karen. Thank you for fighting the good fight.
I would love to read a review of the experience using the system Jeff Meyers put in at Culvers. Geez, it only cost $1,500! Surely, the lawyers have cost much more than that price for “reasonable accomodation” for equal access.
Reminds me of a Despair, Inc quote (http://despair.com/consulting.html): If you’re not part of the solution, there’s good money to be made in prolonging the problem.
Eileen Fosters last blog post..Tumblr
Humm- there are several Culver’s within easy driving distance from here. I never thought to try THEIR drive-through. I should give them a try as there are times I do not want to haul my two toddlers in and yet want to pick up “treats”. I remember only once that McDonald’s in other state have no speakers, just drive to first window to order. I loved that! I don’t eat out often so I don’t get to really know first-handed of how “accessible” local drive-through are. Thanks for the head-up!!
Interesting – I got a similar post on my blog, different person, but same rhetoric when i complained about the Deaf Unfriendly company – Vodafone. So many ignoramuses, and idiots out there.
Cheers
Robyn
Robyns last blog post..25 Random things about me !!
This is Robert L. Mason, I did leave the criticism on Deaf Mom Share Her Words’ blog entry about what happened at the Steak and Shakes.
We really could get off our polluted-causing vehicles and get inside the restaurant if they are still open.
I am still opposed to the fast food drive-thru around the world which they leave the carbon footprints and ecological destruction like having all kinds of vehicles ingited and waited for their next turn to order something and receive foods.
Fast food establishments are also not good for our waistlines and hearts and health in general.
Deaf Mom and her son really could go somewhere if they are not appreciated by any business. I would do the same thing.
Deaf Mom should get the lifetime free meals from the Steak and Shakes for her traumatic experience.
I also was told by the bank teller that I could not walk to the bank drive-thru and deposit the cash money. That was for the safety reason,
That was so unfair for me and other non-drivers not able to go to the drive-thrus while drivers could do their banking transaction business.
The double-standard issue for non drivers and drivers. Too many drivers are very spoiled and demanding anyway. They need to get out of their vehicles for their own good!
I challenge Deaf Mom to leave my comment all alone or will face the wrath from me about the practice of censorship!
RLM
I meant that I did leave my own criticism last year on Deaf Mom Shares Her World about enviornmental incentives to resolve the accessibiity issue.
I have nothing to do with David R’s comment. Okay/
So I have to make sure that nobody misassumed that I have done something with David R’s comment. I somewhat agree with David R.
RLM
At least, I am really amused at Deaf Mom’s witty and saracistic remarks like “lovely comment from …”
We could use our wits to outsmart and outmanuver any opponent. 🙂 That is the good one!
RLM
I’ve encountered plenty of people (on the internet) who hold such dignified and nuanced opinions similar to David R.’s. It’s a sad world on the internet with many (otherwise intelligent) people aggravatingly spouting their unexperienced and untempered opinions.
I recently emailed Steak and Shake HQ. I’m a resident of Northwestern Chicagoland and grew up going to a SnS near Hersey High School (where there’s a large deaf program) throughout my formative years and never experienced any problems.
But from Putz’s experience, it’s obvious that SnS doesn’t train its employees to respect those of varying abilities. And SnS is clearly following procedure and short-sighted corporate policy that are just leading nowhere.
So, yep. I’m going to inform my other deaf friends when I visit Chicagoland of SnS’s apparently deficient corporate policies.
Brian Milburn,
Excellent tactics to make the Steak and Shakes, Inc. squirm and pay for their own ignorant approach with the Deaf Mom!
I personally believe that the Deaf Mom let the Steak and Shakes get off easily without making them to pay for the long-term reimbursements like free lifetime meals for Deaf Mom and her family and friends to teach that fast food establishment to think common sense.
The Steak and Shakes ought to remmy that any business never argue with customers and just provide reasonable accomodation to satisfy both customer and business .
RLM
Oh wow. I can’t believe that there are morons like that in the world. I’m so sorry for his indecency and moreover, sorry you went through that huge ordeal with Steak n shake. Absolutely appalling. On an up note, I just found your blog and love it! 🙂
I think RLM is having trouble with reality….obviously he’s never had a car full of kids screaming for dinner and an overworked exhausted mother/father running in 10 different directions taking care of all their kids…and yes sometimes we NEED the convenience of a drive-thru. Drive-thru’s are called drive-thrus for a reason…they are not Walk-thru’s….that is why there is a lobby for you to go to a bank if you want to walk. Talking about fast food not being good for you?? What does that have to do with being denied service?? You obviously have other issues that don’t relate to this incident at all. Some of you are forgetting….Karen was denied service PERIOD. She was told that if she didn’t use the speaker she would not be served….she would have ordered at the window but that manager REFUSED to take her order at the window. That is discrimination plain and simple…..
Too bad that there are people like that! Insults certainly are not called for!
rickismoms last blog post..A Different Type of “Salad Day”
I never heard about this when it happened, but for what it’s worth: YOU KEEP FIGHTING! I’m behind you. One of my best friends is hard of hearing and it astounds me how often she is discriminated against purely because she cannot hear. I am so sorry that this happened to you and I hope that Steak & Shake gets their act together soon. That commenter? Should shove his discriminatory statements where the sun don’t shine.
I myself work at a Steak n’ Shake to help pay for food. I also have a regular customer who is deaf, she pulls up to the window and I help her to the best of my abilities. She continues to return, so I believe she is pleased with our service. Just a reminder that no matter how much our corporate office may show diservice to customers, that there still are good, honest employees who try their best.
One thing that I continually remind my hearing ASL students: there is no guarantee in this life that any one of you will continue to have hearing, sight, or mobility for the rest of your life. In one swift second all can change, either as the result of a car accident, a virus, or a genetic marker finally getting ‘turned-on’. Additionally, no one of pre-childbearing or childbearing years can be completely certain that his/her child will not be deaf or hard of hearing. Individuals who harbor prejudice might want to consider that at some point in time, “There, but for the grace of God, go I.”
Karen, I’ve not eaten at Steakn’Shake since your incident…and I encourage my students to avoid it, as well.
Karen et all,
I have been following this story from a distance, and am wishing you the best. Obviously the original offense in the drive thru a year ago and David R.’s recent comments are inexcusable.
However, in my opinion, these are both straw men, extreme positions that no sane person would defend set forth to invoke an emotional response against steak n shake.
They allow you to order at the window. Plenty of people do it there and at every other drive thru in the country. Certainly this specific instance was simply a rouge employee not following protocol.
My sincere question is why ordering at the window is not acceptable to you. If a blind patron visits the store, they get a different menu (Braille), if a wheelchair bound patron visits the store, they get special parking and a different table (without a chair), all of which are reasonable modifications to the normal process in order to accommodate special needs.
Please know, I am truly searching and wishing to see your point of view. Can someone help me understand why ordering at the window is, in Cal’s words, a “disservice to customers”?
Searching For Enlightenment…..
I can not believe that a year has already gone by – wow!
I get nasty comments almost daily on my burger post. They speak for themselves, don’t they?
By disservice to customers I am referring to the coporate trend of avoiding trying to fix a problem, as they did with this situation. All I’m saying is that I myself, working in the drive thru, try to help my deaf customers in whatever way I can, just how I treat any customer.
It’s my job.
To help customers that is….
That is why if you ever come to my store I will show respect and help you in any way I can.
P.S. Correction, on my first post I meant that I work at SNS to pay for SCHOOL, not food. Typo…
Cal,
Thanks for the reply. It sounds like you are a wonderful person that SNS is privileged to have working for them. However, what I’m sincerely trying to understand is what problem exists at SNS that needs to be fixed? The company policy (as is McDonalds and every other company) is that customers that need or want face to face service should drive forward to the window. Why is that not acceptable?
Feel free for anyone else to jump in as well.
Most sincerely submitted….
There is nothing wrong with a customer pulling forward to the window for service, if they want face-to-face service when ordering they may have it.
The disservice I was referring to is how our corporate trends of late seem to stray from pleasing the customer, and more towards saving money.
Sorry for any misunderstanding, it is perfectly accpetable for anyone who feels it necessary to pull forward.
However, the corporate leadership of the company has imposed strict drive-thru time regulations. This strays from helping the customer to practically throwing the food out the window. I disagree with this practice, as well as many others from within the company. I believe, no matter what, the customer should be given the best service possible.
Hi,
As a friend of the SnS manager who didn’t serve you, I just wanted to throw this out there-
Obviously what he did was wrong, since this is America and he works for a corporation and you can’t just not serve people. It would be great if SnS had a better drive thru board to better help assist all types of customers that need extra assistance for whatever reason. I’m sure that’s not in their budget at this time, however.
From his point of view,I believe, the reason he didn’t serve you is because he through you were being very rude in the drive thru. When you work in a drive thru, you get many, many, many rude customers. Sometimes it can really push you close to wanting to snap on someone, as he did you. I believe he told you as you pulled up to the window that “he wasn’t going to not serve you because you were deaf, he was going to not serve you because you were being rude.”
I guess what I’m really getting at is that there is another side of the story out there that doesn’t really get much mention, and this seems like a classic case of a manager dealing with a lot of stress on his shift and snapping on the wrong person. Not the right thing to do by any means, but maybe it really has less to do with deafness than meets the eye.
Good point Carol,
Coporate also puts alot of pressure upon the managers to keep up a good drive-thru average. Often times their jobs depend on it. So even though what he did was wrong, he most likely acted how he did out of fear,
I am a manager at a fast food restaurant and we serve any customer who comes up to the window, regardless of disability. I can’t believe (okay, I can, I’ve got some employees who would try to do it if I let them) that this happened to you. There is not a large deaf community where we live, but we automatically assume that anyone who pulls past the speaker has a good reason, and that we should accomodate them. Even if it was just that they were impatient that the order taker was taking too long. I apologize on behalf of fast food managers everywhere.
You are a better person than I, Karen. I would have done bad things over the internet to that David. You are handling this in a very admirable way.
Disgusting! I’m glad you’ve persevered, and I can’t believe you didn’t get anywhere.
Their loss.
As in, lost business, from more than just you.
Steak & Shake needs to stop “lawyering up” and instead step up and do the right thing. What the hell is wrong with our society that “deny-ability” is now the new accountability?!
What does Yoda say? Something along the lines of “there is no try, only do.”
We used to live in STL and my kids loved SNS. Won’t go there now until they do the right thing by the deaf, hard of hearing and speech challenged. I’m not buying their bullshit any more than I am buying their burgers!
Just because one person did this does not mean the whole company has. There is now training in all stores for issues like this. For anyone who doesnt work in food service its not the easiest thing to deal with. Also for those who dont know drive thru is meant to be fast so the companies set goals to meet. If someone asked you to please come inside it was to better serve you not to be unemotional to your handicap and if they were doing it just because they make minimum wage and will be stuck at a fast food place for the rest of their live. It was one incident. You honestly think that there arent people everywhere saying something about you? That is society, people talk about people with disabilities and are rude to people its life. Some 17 year old kid who waited on you was rude yes however it doesnt mean the whole company is bad.
Hi! I was writing a post about drive thru restaurants and the deaf community. During my research, I have come across your post… It’s really a shame that Steak and Shake is doing this :/
I linked to your posts about your experience, if you want to see: http://suddenwhims.com/2012/10/how-to-drive-thru-deaf/
Best of luck,
Caro
[…] This shoddy set up, which is completely unnecessary and obsolete with the current technology of touch screen kiosk, the deaf, hard of hearing or any other person that cannot use the microphone or hear the speaker are left out. Any deaf that braves through the drive through are often met with issues, ignorance, scorn or even refusal of service such as Steak and Shake denying a deaf mother service, of which the executives and lawyers did not learn from according to this post one year after the incident. […]