Steak 'n Shake Fiasco | A Deaf Mom Shares Her World

Steak ‘n Shake Issue Still Creating PR Waves

Remember when I had the drive-thru window shut in my face (not once, but twice!) back in January?

The issue continues to ripple on. In April, it was the subject of Laurel Papworth’s presentation at the RMIT Communicator of the Year event in…

Australia.

That’s right, Steak ‘n Shake has gone down under. Laurel has an excellent presentation on why companies need to be aware of social media and how it can impact public relations for their companies. Be sure to check out the slide show on her blog.

Two days ago, I was doing a search and spotted the Diversity, Inc. article and the video featured as an ad on the search page. And just yesterday, a friend sent me a screen shot of his email page showing the same:

Over at Disaboom, they’re sharing my two-part series that takes a look at the solutions for drive-thru access:

Two Milkshakes, Please–Discrimination at the Drive-Through

Two Milkshakes, Please–Discrimination at the Drive-Through Part Two

Ironically, this morning I saw a Steak ‘n Shake commercial that featured Steak ‘n Shake employees pulling customer feedback suggestions out of a jar– and it wasn’t captioned.

As for me, I’m still waiting to hear back from the Steak ‘n Shake corporation to see if they plan to turn this drive-thru issue around and make it accessible for their customers. Many people have assumed that I’ve filed a lawsuit and I have not. I want to work out an accessible solution. Can you imagine the fantastic PR that would result if Steak ‘n Shake would take the steps toward welcoming their customers with access?

Steak ‘n Shake, are you listening?

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Advocating for Drive-Thru Access

Come and join me and June Prusak tomorrow night at Chicago Hearing Society. I’ll be sharing my experience of being denied service at a Steak ‘n Shake restaurant and tips on how to advocate.

NATIONAL CRIME VICTIMS’ RIGHTS AWARENESS WEEK

Chicago Hearing Society

Victim Assistance Program invites you to

The Victim Rights Awareness Night!

June Prusak: Youth Services Manager, Chicago Hearing Society: “CDI For-For”?

Karen Putz: Deaf Mom Activist: “Advocating for access” on her experience with Steak-n-Shake drive thru.

WHERE AND WHEN:

Tuesday, April 22, 2008

5:30-8:30 p.m.

Chicago Hearing Society

3rd Floor Classroom

2001 N. Clybourn Avenue

Chicago, IL 60614

ASL IN USE!

LIGHT SUPPER PROVIDED

VOICE INTERPRETERS PROVIDED

RSVP: By Monday, April 21, 2008

CONTACT:

Michele Cunningham, Victim Advocate

VP: 773-248-9106

MCunningham@anixter.org

Chicago Hearing Society is a division of Anixter Center

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Can Negative PR Result in a Positive Outcome?

Jennifer Laycock tackled the issue of how negative campaigns against competitors rarely serve a positive outcome in her post, Spite is not a Marketing Strategy. Jennifer encourages companies to make themselves stand out from their competitors in a different way, a way that highlights something positive about their company.

In her blog, Jennifer used the example of Steak ‘n Shake and Culvers:

Earlier this year, a Steak and Shake landed itself in a firestorm of negative press when it refused service to a deaf woman who was unable to order from the drive through speaker. Smaller chain Culver’s received some nice positive press for their innovative drive-thru accommodations for the hearing impaired.

I find Jennifer’s post to be a timely one, as this morning, I am heading out to Culver’s to film a short documentary about drive-thru access for deaf, hard of hearing and speech-challenged persons. I’ve embraced the Culver’s chain and give them my business, because they truly make me feel welcomed in their drive-thrus as a deaf person.

Steak ‘n Shake still has time to turn the negative publicity into a wonderful PR campaign for their company. I am asking the corporation to consider putting in the Order Assist system in their 400 plus restaurants. The cost of putting in Order Assist is cheaper than what they spend on commercials for their restaurants. Imagine the press they will receive in the restaurant business for this decision.

It has been many weeks since the Steak ‘n Shake incident unleashed a firestorm of response across the internet, and I’m waiting to hear from the corporation about the direction they plan to go in to make their drive-thrus accessible. I am hoping that they will move toward providing drive-thru access. Later today, Diversity, Inc. will have a video interview about the Steak ‘n Shake incident on their website.

Stay tuned.

Update: Diversity, Inc. video interview with Karen Putz

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