My letter at Planetfeedback didn't get a response....
by Shirley
somebody rated my letter as "terrible". I want to know what you think, since you are my true critics. I knew it was too lengthy, but I have sources and figures and the law backing my letter. There was another letter that discussed mistreatment of someone that is disabled that rated low too? Do you think it is the topic that turns off these raters or is it the letters?
my letter....
To: Olive Garden
I'd like to offer a suggestion that may benefit your business. With eating establishments springing up on every corner these days, I know you are trying to find new ways to please customers and earn their loyalty. Customer input can be crucial in reaching that goal, so I hope you seriously consider my suggestion about the experience at Olive Garden. The restaurant I am referring to is located at Fairview Heights, Illinois.
Here's my thought: It has come to my attention and much of the "autism community" that the Olive Garden will not provide accommodations for all handicaps as required by the ADA. I received this email and it has been posted on many of the autism message boards to be distributed. It has also been submitted to the Autism Society of America to be distributed, as well. Here is the email..
Dear Listmates,
We run a non-profit organization called The National Autism Registry (NARY). One of our functions is to supply cards to all our members(a free service) that ask restaurants, attractions, amusements, museums, etc. to allow our families to be given consideration when there are long lines. Our organization is 2 years old, and I have personally been using the card during that period of time. I have always had wonderful responses from the places that I have been to. Unfortunately, there is always a first-This past
Wednesday, we visited the Olive Garden in Plantation, Florida. There was a very long line. I presented the card to the Hostess. She in turn got the manager-A very common occurence. Usually the manager takes one look at the card and says that she/he will help us as soon as possible. We don't always get seated immediately, but usually it is within 15 minutes or so. This time was different-The manager very rudely stated that she wouldn't do anything for us. I asked her if she understood about autism and why our kids are unable to deal with long lines. She said she was very busy and walked away. The Hostess looked at me apologectically, but I realized that there was nothing she could do. We then tried to leave the restaurant but Blake was not amenable to this. Going into a restaurant and then leaving before we have eaten is just not in his repetoire of acceptable practices. We then decided to wait. Unfortunately, after 15-20 minutes, Blake began to get agitated. I then approached the manager again. She saw that Blake was very upset, pulling and tugging me towards the dining area of the restaurant and carrying on, but she just blew us off again. Blake's behavior escalated. The nice hostess asked if she could help by getting him some breadsticks. Being that Blake is on the GF/CF diet, I refused but asked for a meatball-A very nice gentleman got us a meatball, but Blake was not consoled. He wanted to eat his meatball at the table like usual, not in the lobby. Finally(after 45 minutes of torture), they informed us that they had a table ready for us, but we had to wait until it was cleaned up. I asked if I could just bring Blake to the table while they bussed it, but again the rude manager told me "NO", we'd be in the way. Blake was bordering on hysteria now. This manager didn't even acknowledge him. The rest of the staff tried to help by offering him crayons, etc., but Blake was beyond this. Finally we sat down and I graciously accepted their standard offer to sample their house wine.
I called their District office to report the situation. After all they advertise themselves as a restaurant who wants to us to BE PART OF OUR FAMILY
or something like that. The fellow I spoke to was initially very disturbed and apologectic. He even said that the Olive Garden had a foundation. He said he would investigate and call me back. He seemed to take the situation seriously. However, I was very surprised when I received a call back from him this morning and he stated that, upon investigation, he reported that the Olive Garden does not offer preferential seating to anyone: our kids, diabetics, ANYONE. It is first come first serve no matter who you are. I was shocked, but I then thanked him for his time and informed him that I would be sure to inform all of the families that had children with autism that the Olive Garden is not interested in helping them out and would not participate in our program. So that is what I am doing by writing this long letter.
Olive Garden is not interested in helping our children or our families. So, I am no longer going to patronize them. I am not going to tell others what to do, but I wanted to report my experience. The good news is that this is the first place that has refused us. If anyone wants to join NARY, its free, just log on to our website-click on NATIONAL AUTISM REGISTRY, and fill in the info. www.dimensionsspeech.com
XXXXXXX XXXXXXXX
One of the problems with Olive Garden not accommodating children with autism is that our children have difficulty waiting because of their disability. Many of them have to be literally "taught" to wait in a very systematic fashion. By not accommodating them, it directly violates the ADA. For instance, if my child had cerebral palsey, you could easily VISUALLY identify his needs. Or if he had a wheel chair. But because you cannot SEE it does not mean that you don't have to accommodate it. It seems to be a lack of awareness and understanding here that bothers me. But, nevertheless, since Olive Garden is one of my favorite dining establishments, I went to the one in Fairview Heights, Illinois with some friends to inquire. They said that if I brought my son, we would not be able to be seated any earlier, even though he has difficulties waiting due to his disability. My friends were very taken aback and angry. They said that it doesn't seem fair that our whole family would have to suffer or live different (more than we do already) because of a small accommodation that could easily be made at the show of a card. My friends were angry and I told them to wait until I contacted you. Maybe you simply were not aware, as many people aren't.
At this point I want to share with you the rising prevalance rate of autism. Four years ago it was 1 in 10,000. Last year it was 1 in 250 to 1 in 500. (the numbers varied per community) This year, reported by the US Dept. of Education it is 1 in 150. There are many families afflicted by this. Not just a "few". Last year (2000) it was declared a "national epidemic".
Another item I would like to point out. I really was not aware of the seating problem. When we do take my son to dine out (he is six), we generally wouldn't take him during the busy hours. Our family generally plans ahead and we will go during the "off hours" such as 2pm to 4 pm. However, in light of things, it would be nice to know that we would be accommodated if we were on vacation or if we were part of a larger group plan that we didn't have control over. I'm sure the rest of the autism community is much like me. It certainly would not encourage me to take advantage of Olive Garden's hospitality.
So, my questions are these...
1) Were you aware that an inability to transition and wait were part of the autism disability?
2) How do you feel this could be accommodated as per American Disability Act (ADA)?
3) Do you think that you could provide faster seating, even during the busy evenings in a situation as described above?
I would be happy to distribute your response to much of the autism community. I really am not looking forward to a lifetime without Olive Garden. It was where my husband and I dined on our first date and holds sentimental value, as well. But my convictions are strong on this. With the autism community, it is all for one and one for all. We are often powerless to help our children, so we do what we can. Thank you so much for your consideration.
I eat at your restaurant fairly often. Usually, I spend $40.00. The number one reason I eat with you is because I've eaten with you before, and always been satisfied. Overall, my experiences with your company have been extremely pleasant. Our family loves food and environment. (and desserts)
You might be able to lure me back as a customer. Also, I may recommend your establishment to others.
I hope you'll act on my suggestion. But people are unlikely to pay more for this. This is expected.
Thanks for taking the time to read this. I hope it helps. I hope to hear from you soon.
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