An Ohio employee of Taco Bell has been fired, after a video showing him refuse to take a deaf customer's drive-thru order was posted online.
Brandon Washburn visited a Taco Bell on New Year's Eve. The ADA compliant message on the drive-thru instructs those with hearing disabilities to pull up to the window. It was there, Washburn had trouble.
Washburn tried showing the employees his phone with his order, but they refused to look at it. They instead tried to invite him inside to be served.
This is where the video starts.
The video shows Washburn at the drive-thru window of the restaurant. He is trying to get the employees attention to read his phone, where he's typed up his order.
The night manager opens the window, and hands him a message written on a piece of paper.
Washburn tries to show the employee his phone, when the employee responds,
"It's against company policy. I can't do it."
The manager then closes the window and walks away. A little bit later, he comes back and says he will be calling the police.
It was very upsetting.
The video was taken by Washburn's girlfriend in the passenger seat and uploaded to Facebook by his mother, Becky Rosemont Burch. It has been viewed over 1.5 million times.
In an interview with NBC News, she says,
"He has done this many times before at other restaurants, and has never had a problem."
The video went viral, extending beyond Facebook.
@wics_abc20 This is so wrong— Amanda Helm (@Amanda Helm)1546891579.0
@ABC7NY #Disgusting— Jodeci888 (@Jodeci888)1546860087.0
@FOX26Houston I think it’s not that he refused to serve him because of discrimination. It was more of not knowing h… https://t.co/G0InqjOi4c— Juuuust a bit outside. (@Juuuust a bit outside.)1546880246.0
The employee, Michael Brown, was fired, and Taco Bell has issued a statement that they are going to be retraining the employees of the restaurant.
"Taco Bell has a fundamental policy to respect all of our customers and employees, and we are committed to maintaining an environment free of discrimination or harassment."
Brown has spoken out since the incident. He's lost his job and has faced death threats since the video went viral.
As he describes it, he was trying to do the right thing.
"I wasn't just absolutely denying them, because I go through it every day… We tried our best to accommodate them, with them being deaf and none of us in there knowing sign language or having prior experience with it."
He goes on to explain that he asked the couple to come inside so he could ensure the order was correct and better assist them. There was an added element of safety to the situation, as Brown says the restaurant has been robbed at gunpoint through the drive-thru.
To some this just shows how better training is needed, while others feel it's no excuse.
@ABC7 Was the worker trained to handle these types of situations? Good this has been exposed so the Fast food chain… https://t.co/tJU7eEGt1S— Dark_Room_Perfume1129 (@Dark_Room_Perfume1129)1546811292.0
@snackpack210 @j_grixx @tacobell @Chipole okay but in the same article it says he refused for “safety reasons” mean… https://t.co/IpoRss4uoh— Stoney Joey (@Stoney Joey)1546816957.0
@snackpack210 @j_grixx @tacobell @Chipole typical, no valid counterpoints to make so just say its a troll. You’ve a… https://t.co/9RoAPOrasf— Stoney Joey (@Stoney Joey)1546820170.0
In the end, Brown is glad the video was shared.
"I do appreciate them doing that because it's going to allow my Taco Bell to improve - or, that Taco Bell to improve - but I wish they would at least put the full video out so the people could see I tried."
It hasn't been a great time for fast food companies. The age of smart phones has allowed videos to surface of extreme interactions between their customers and their employees, requiring the company to perform damage control.
Earlier this month, a McDonald's employee was forced to defend herself after a belligerent customer tried to assault her across the counter. And back in November, a viral video of a group of young men being told they had to pay up front at Chipotle had the internet on their side, until their dine and dash tweets were discovered.
We can only hope that eventually, these situations go from a normality to less than once in a blue moon.
But in a stressful work environment, many of us are inclined to drop the f-bomb but choose not to for the sake of professionalism.
Is there a way to professionally tell someone to F off without actually using those exact words?
This is something that was explored on an Ask Reddit thread when user daniabear asked:
"How can someone say 'f'k you' in a professional situation?"
Getting a supervisor involved was mentioned as an intimidation tactic.
Using A Superior
"I spoke with your supervisor about the matter and they agree with me."
"*just CCing the supervisor*"
Backfiring
"My favorite is when a co-worker sends me an email and CCs all pertinent supervisors under the guise of 'I've told you repeatedly about X not working and months later it's still not working."'
"And then I go dig up my original, professional reply that explained how they were doing it wrong and that X is in fact working just fine, please just follow procedure. I forward that original reply with no explanation to the whole thread as a response to the very unprofessional tantrum they're currently throwing."
"Then I sit back, sip my coffee and wait. I typically turn on my read receipt for these types of communications so I can sense the disturbance in the force in real time."
– eimmac
Read The Email
"When someone asks in an email for something you already sent them, you just forward the original email."
– wxguy215
"It pisses me off that I have to keep track of what's been said and when, just to be able to find it and point to it - while it's easy for the a**hole who's not paying attention to just ask again, and again."
If read between the lines, these statements is like flipping the bird.
Being Heard
"I've taken your idea/feedback/POV under advisement. Thank you for your contribution."
Finding The Tone
"There's nuance in context. If I'm in a meeting (in person or remote) and I say 'let's talk about that offline'. That might be neutral as something is another topic or concern or the flow or time constraints are such that, that's more ideal. It can also mean other things. I think most people know the difference."
There was room for some creativity.
I Hear You
"With all DUE respect."
"'With all due respect.... f'k you' and then push send"
A Slight Misinterpretation
Say to the person 'You should go f'k off eh!'"
"They will to the predicable thing, act shocked/offended and say something like 'Excuse Me?!' or 'Pardon me?!?!' or "WHAAAT?!!!"
"Then you 'repeat' yourself 'I said, You should go for coffee."
The responses varied depending on the work situation.
I work in entertainment. Many people in the industry are very passionate and they are not limited to those we see on stage and screen.
A production team is comprised of individuals who have integrity and have no problem mincing words when things go awry.
In my experience, when the occasional f-bomb is dropped in a non-combative situation, no one bats an eye.
What immediately follows is a collective, unspoken understanding that something didn't go over well, and everyone goes about their business.
We leave the drama for the stage.
I know I could never be a parent. I've never even kept a plant alive. It's a miracle my dog is semi-normal. That's the first step, acknowledge your faults and truths.
little things...
Season 4 Swag GIF by Rick and MortyGiphy"Confidence/worrying. Little things seem to be a big deal with them Also both of them would make unnecessary comments about my looks."
The Menu
"Absolutely no food guidance at all. I was allowed to have as much soda, cookies, candy, cakes, chips, all sorts of junk food, etc., as I wanted. Seldom was there any healthy food in the house. I struggled with my weight most of my childhood and the early part of my adulthood because I was never taught to eat healthy. Finally as an adult I started figuring it out and finally lost the weight but I was not raised, ever, to eat healthy but I wish I was."
- llcucf80
Suffocating
"Independence, I was the kid who had an overprotective parent so when other kids went to parks/shops/friends houses I was told no you can't go because it's unsafe, made me very socially isolated because everyone else did things and I had to stay back on my own."
No Big Loss
"My mom, she complained about me losing weight (I didn't) when I wanted to just eat enough to not be hungry. She kept asking me where I got this crazy idea to only eat when I'm hungry. And the worst part? When She was complaining about the weight I didn't lose, I was STILL overweight."
Impact
couple yelling GIF by The Maury ShowGiphy"They failed at keeping their relationship issues to themselves and not letting it spill over into our childhood and impact our daily lives."
Children are always watching. That is lesson number one. Also, focus on imparting the ways your babies can live a full life and not just how to survive struggle.
Explosions
Intimidating Season 4 GIF by The OfficeGiphy"How to manage my anger. I was implicitly taught to bottle everything up because anger is an unacceptable emotion. It has had unexpected effect in a variety of areas down the line, especially when it comes to dealing with authorities."
"everything is ok"
"I have this reward issue, but for a different reason. My father used to just disappear for months at a time when I was a kid. We were a 2 income household and my mother was always too proud to ask for help or even admit there was a problem, so we usually went hungry and without power sometimes."
"Whenever my father came back, it meant we had money again and to compensate for how awful things were, my mother would take us grocery shopping and we'd get whatever we wanted. I remember vividly the times we'd come home from shopping and just pig out on ice cream, snack cakes, frozen pizza, candy, cookies, whatever we wanted."
"Having food, especially junk food, meant "everything is ok" in my brain. A lot of feast and famine as a kid. As an adult, it took me a while to work out healthier eating habits. There is still nothing as comforting as a stomach full of processed junk, but it doesn't happen often anymore."
Never Far Enough!
"My parents were extremely strict. I had to go to bed at 9pm every night, no matter whether it was a holiday or weekend. I was only able to be with friends my parents approved of. I went out with a guy in high school to see a movie that she chose for us to see. When we got to the theater, the movie was sold out so we chose a different movie."
"Both were rated PG (my mom would prefer it was rated G), and when I got home I told my mom about the movie we saw. She got furious with me because I didn't call her to get permission to change movies. That's just one of the many nightmares I dealt with. My mom would say something was okay to one day, and the next day we weren't allowed to do it ever again."
"I moved out when I was 18 years old. She lives in New England and I moved to Alaska for a while and then California. I haven't lived on the East Coast in almost 30 years. I'm in my 60's and sometimes I wonder if living all the way across the country is far enough away."
Feel the Hate
"When they got divorced it was abundantly clear they hated each other more than they loved us. Prior to that they were pretty good parents considering how young they were. Especially considering my dad had one of the worst examples of a father I'd care to imagine. They just got blinded by the bitterness between them and nobody thought to see above it."
Forget Me
"My sister was the center of attention when I was a kid, and in many ways, she still is. I lived a solitary childhood. My mom was completely disengaged from my life. I never go to do sports, hang out with friends, get involved in after school or extracurricular activities, or develop any hobbies. I was meant to be seen, not heard. I lived my entire childhood reading books, playing chess, and wandering around town aimlessly completely alone."
"And when I became of age to start working, she used my savings account as a means to finance sister's life. In later years when my sister grew up to be a sociopath, pathological liar, and ego maniac, they sort of recognized the mistake. My mom inquired recently why I never brought a girl over and I explained there was no room for me to have a social life in my sister's world."
- wehosh
Living Well
New Girl Facepalm GIF by HULUGiphy"Confidence, money management, and throughout my teenage years, caring for me in general. I get it, my older brother had just died, but you had three other kids. One was only 8, and at 13, I shouldn't have had to step up and be his mother."
- desdmona
See there... failure and consequence. That is why there are so many wealthy therapists out there. Nobody says you have to be the perfect parent, just aim to be decent.
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