Do It Myself Blog – Glenda Watson Hyatt

Motivational Speaker

Deaf Mom Karen Putz Featured Guest at Readers’ Café

Filed under: Living with a disability,Readers Cafe — by at 4:00 pm on Wednesday, February 6, 2008

Karen Putz

Hi and welcome to the freshly remodeled Readers’ Café – the place to gather and to share.

With the remodeled café, the plan is to interview and chat with a featured guest on some aspect of disability and/or accessibility, and then have readers join in the discussion.

Today’s featured guest is Karen Putz, the Deaf mom who was denied service at her local Steak & Shake drive thru because she didn’t place her order through the speakers, which she can’t use due to her disability. Her story was covered by two TV stations and has received attention by the blogosphere. Most blog commenters have been supportive of Karen’s actions to go public with her fight for her rights, some do not fully understand what life is like when you’re Deaf and require some gentle disability awareness training, and a few others have been complete…well, sadly, there are still people in today’s society that need major attitude adjustments!

Today I would like to give Karen the opportunity to update us on her story, dispel some of the misperceptions about being Deaf, and how she is using social media to share her story and to advocate for her rights.

I invite you to come in, relax and join in the conversation. Hit your internet browser’s REFRESH button to see new comments as others join in the conversation. All that I ask is that you respect others and keep it relatively family-friendly. Also, keep in mind that this is a public space, so share what you feel comfortable sharing publicly.

If you enjoyed this post, consider buying me a chai tea latte. Thanks kindly.

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  1. A Deaf Mom Shares Her World » Steak and Shake–Looks Like This Touched A Nerve

135 Comments »

Comment by Karen Putz

February 6, 2008 @ 6:33 pm

Darrell– I think there’s some in the business world who are watching the outcome of this. Just today, Slacker Manager picked up the story:
http://www.slackermanager.com/2008/02/steak-shake-discriminate.html

And on my blog, I have a list of others who are talking about it:

http://putzworld.blogspot.com/2008/01/steak-and-shake-looks-like-this-touched.html

Comment by Karen Putz

February 6, 2008 @ 6:35 pm

Anna, what’s even more puzzling is that this manager is a trainer– he trains all the area restaurant employees on how to deliver customer service!!!

Comment by Jean

February 6, 2008 @ 6:37 pm

I hope you don’t mind if I temporarily change the subject. This may sound like a silly question, but it’s got me perplexed.
Since I’m new to this blogosphere, I’m analyzing the format. I noticed that when we submit comments, it’s numbered in the upper right hand corner. Logic tells me that it would be numbered chronologically by ones, but it’s not. E.g. There’s no pattern to this numeric system. Any explanations for this?

Comment by Karen Putz

February 6, 2008 @ 6:37 pm

Hi jean–welcome!

Comment by Darrell

February 6, 2008 @ 6:37 pm

I hope he gets more training, before training other employees or training is no longer part of his duties

Comment by anna

February 6, 2008 @ 6:37 pm

He sounds a little drunk on his own power (such as it is). I hope they make an example of him.

Comment by Glenda

February 6, 2008 @ 6:40 pm

Karen, sounds like things are starting to happen and to have a ripple effect. You’ve used social media, like blogs and Twitter, to tell your story. Besides the jerks, what kinds of responses or results have you experienced? How have you managed to keep up with all of it?

Comment by Lori-ann

February 6, 2008 @ 6:40 pm

Hopefully this was one of those days where he should have just stayed in bed and not an example of his usual customer service skills. I am sure there will be disciplinary measures to some extent.

I realize that is not necessarily your goal Karen, but it is the business world.

Comment by JulieAnn

February 6, 2008 @ 6:44 pm

Hi Karen! Everyone is making some valid points in regards to the denial of service by Steak N’ Shake. One thing I’d like to see with franchises and business owners alike is to see disability awareness training. I believe with the population of people with disabilities that we are “forgotten” until we hit their place of business and many do not know what to do.

Comment by Glenda

February 6, 2008 @ 6:44 pm

Jean, many comments are spam and get deleted. That is why the strange numbering.

Comment by Glenda

February 6, 2008 @ 6:48 pm

And Julieann, welcome! A round of virtual milkshakes for everyone!

Comment by Jim

February 6, 2008 @ 6:48 pm

People with all forms of disabilities are considered “invisible” by the mainstream world until one day when “money” and “corporate image” talks.

Comment by JulieAnn

February 6, 2008 @ 6:53 pm

I agree however we need to make ourselves more visible.. Karen just did!! Kudos to Ms. Karen!! I believe that a change needs to be made but it needs to be a STRONG POSITIVE change and in order to do that we need to be out there educating the whole public about disability awareness

Comment by Karen Putz

February 6, 2008 @ 6:53 pm

Hi Julie! Yes, when we talked with Steak ‘n Shake, we learned that they literally had no policy in place to serve people with disabilities at the drive thru other than their general five point system (which would have worked if it was followed!). We want them to implement a policy and set up training for all of their restaurants.

Comment by Karen Putz

February 6, 2008 @ 6:55 pm

Lori-Ann, I have no idea if this manager still has a job or not.

Comment by Darrell

February 6, 2008 @ 6:57 pm

More awareness and training in this area will always be a benefit

Comment by Erica Ross-Krieger

February 6, 2008 @ 7:00 pm

Hi Glenda,
sorry to stop by so late, but just got done with clients for the day. Wanted to acknowledge Karen for stepping forward and you for the interview.

As the brand new owner of a soon-to-be-open Salad Creations franchise, and someone who walks with a cane, I am so aware of how we must train our manager and staff at the new store to provide quality customer service to every person who enters our store — either entering by phone for take out (including a new system for hearing impaired we are checking into) or by the front door (via walking, wheeling or any other means). Thanks Karen for strengthening my view that this is critical!

Comment by Jim

February 6, 2008 @ 7:03 pm

There is talk about various groups wanted to stop ADA Restoration Act of 2007 (H.R. 3195).

Comment by Glenda

February 6, 2008 @ 7:04 pm

Ok Karen, I have one more question I have to ask: why milkshakes in the middle of winter?

Comment by Karen Putz

February 6, 2008 @ 7:05 pm

Dang it, blame it on PMS!!!

Comment by Glenda

February 6, 2008 @ 7:07 pm

😉 Karen!

Welcome Erica.

Comment by JulieAnn

February 6, 2008 @ 7:08 pm

This sparks a thought… what about other franchises? small businesses? and the list could literally go on and on!

Comment by Karen Putz

February 6, 2008 @ 7:09 pm

Welcome, Erica– thank you for being aware of access issues and tackling them!

Comment by Glenda

February 6, 2008 @ 7:11 pm

Karen, thank you so much for chatting with us today. This has been great, enlightening. I hope positive change results. As Dave Hingsburger said in a recent post, “The only apology worth anything is change.”

Comment by Erica Ross-Krieger

February 6, 2008 @ 7:12 pm

Glenda, I just tweeted that you’re doing a great job here:) I’d love to see a follow-up interview or post at some point as the story unfolds…

Comment by Karen Putz

February 6, 2008 @ 7:13 pm

Glenda, thanks for having me here. And thank you all for joining in tonight.

I appreciate all of your support on this issue. 🙂

Comment by Karen Putz

February 6, 2008 @ 7:17 pm

And before you all go, take a shake with you– it’s on me! 😉

Comment by Glenda

February 6, 2008 @ 7:18 pm

Thank so much, Erica. I wasn’t sure how well this new format would work for Readers’ Cafe. But this was awesome. Thank you everyone for joining us. The next Readers’ Cafe will be February 20th, featured guest to be announced.

Comment by Jim

February 6, 2008 @ 7:19 pm

Good night everyone

Comment by Elizabeth

February 6, 2008 @ 7:20 pm

Karen, I’m a stranger to the Reader’s Cafe, but I’d like to thank you for all your advocacy for the deaf community. My grandfather and mother have both been mostly deaf since reaching adulthood (with varying levels of hearing-aided ability), and, at 17, I am 70% deaf in one ear (without my hearing aid) with a high likelihood of losing much more of my hearing. My mother, a nurse by profession, has recently had to leave her field of work because of her increased hearing loss. The knowledge that there are strong people out there working to make the hearing community more easily navigable for the deaf renders my probable continuous hearing loss a lot less scary.

Comment by Glenda

February 6, 2008 @ 7:22 pm

Night Jim, thanks for coming.

Comment by Jim

February 6, 2008 @ 7:26 pm

You are welcome Glenda and thank you for hosting this. This was enjoyable and Karen did a wonderful job tonight.

Comment by Jean

February 6, 2008 @ 7:29 pm

Rats! I just put the kids to bed and now I see that it’s contagious. Everyone else is saying good night. Oh well! hope to catch you all at another time. I enjoyed this forum. Good night to all.

Comment by Glenda

February 6, 2008 @ 7:34 pm

Welcome Elizabeth, thanks for popping by.

Jim, thanks for your contribution tonight.

Jean, feel free to read awhile her. Hope you can join us for the next Readers’ Cafe in two weeks.

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