This morning, I had a meeting with three of the executives from Steak 'n Shake. Joining me at the meeting were Beth Donofrio, a board member from Illinois Hands & Voices and Howard Rosenblum, an attorney from Equip for Equality with me. Beth assisted me in taking notes at the meeting.
Steak 'n Shake started off with an apology and said, "We believe in admitting when we make mistakes and learning from them."
I had the opportunity to explain what transpired at the drive thru window and they shared that the manager completely failed to follow their five-step procedure for delivering customer service. The incident was recorded on their camera system. The executives have viewed the tape, but there is no sound.
We discussed different ways that Steak 'n Shake could improve their service to people with disabilities. The executives listened with an open mind and it appears that they are willing to implement some changes to ensure that this type of service breakdown does not occur again in the future.
I am cautiously optimistic that we are taking steps in the right direction. It remains to be seen what progresses from this in the coming weeks. Steak 'n Shake will be getting back to me on this.