What Steak and Shake Will Do For Its Customers
Written on January 24, 2008 by Susan Payton
Wendy Piersall of eMomsatHome posted an enfuriated post about her friend Karen Putz AKA Deafmom and how she was denied service at Steak and Shake’s drive-thru because she is deaf.
Wendy is demanding an apology from Steak and Shake’s CEO Alan Gilman. I completely agree.
Here’s what Steak and Shake will do if it cares about its customers (and bottom line).
1. Alan Gilman will contact Karen directly with an apology.
2. He will contact any blog who is blasting him currently and express his apology.
3. He will offer Karen shakes free for the rest of her life (not that she’d take them).
4. He will ensure that employee is fired.
Customer service is key for businesses. How you handle a situation like this will determine your ability to roll with the punches and make up for poorly trained employees.
PS Don’t get me started on how I waited at Taco Bell for 5 minutes after I ordered at the drive-thru and saw NO ONE inside working on my order!
-Susan
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Free shakes for a lifetime– only after they install an accessible menu.
Thanks for the support!
Thanks for your support!
Good luck Karen! Isn’t it nice to know you have so manu supporters?
Susan
Susan:
I blogged about it too in my weekly gratitude post. My gratitude went to Karen Putz for having the courage to stand up and be counted in the face of withering criticism and pressure. Her story both inspired and pressed some deeply hidden buttons that I didn’t know existed!
Thanks for helping a fellow blogger spread the news – she’s my buddy too!