It hasn't been Pizza Hut's best year, as far as Public Relations, around the world.  

via petpositive.blogspot.com

via petpositive.blogspot.com

policies.



"When the incident happened last week, I was so shocked that I could not believe what happened. Then I came home and cried and sobbed the whole night," writes Thanasayan.

 

Thanasayan (left) shakes hands with Pizza Hut Malaysia's Senior General Manager Low Kang Moon via petpositive.blogspot.com

Pizza Hut's Senior General Manager, Low Kang Moon reports in The Star that Pizza Hut "had offered to seat the customer in an area where it was more comfortable, spacious and easy for him to enjoy his meal and have his meeting."



Thanasayan's response?



"Shame on Pizza Hut in resorting to more lies!"  



Thanasayan's perseverance and social media savvy approach earned him a meeting shortly thereafter with Pizza Hut Malaysia corporate.  The day before the meeting Thanasayan asked his blog followers to pray for him, 



"I am going there tomorrow to speak up for all the other disabled people who might have gone through the same experience but shied away in their homes and given up on the world. I am going with all your strength and prayers. Thank you! Thank you! Thank you! I will update you via my mobile as well as fully when I'm back to my desktop."



Thanasayan was surprised at how friendly and understanding Pizza Hut corporate was to his situation.  They consulted Thanasayan on how to make Pizza Hut more accessible to disabled people and ensured him that Pizza Hut employees would be trained in discriminatory policies. 



"I am satisfied with Pizza Hut’s prompt action in resolving this matter. I would be more than happy to assist Pizza Hut in educating their staff to be more sensitive towards special needs customers."



This story had a happy ending (luckily).  It may not be the same for you!  Prepare your staff before an incident occurs with sensitivity training.  Here are some handy tips to share with your employees on how to prevent an unpleasant experience.  For example:

 

• Servers should address the person directly and not ask their companion about their needs.
• Never assume help is needed. Offer it, but don’t assume it’s needed.
• When possible, allow disabled patrons to choose their own table. Change the seating arrangement to fit the needs of a person with a walker or wheelchair, not the other way around. Remove a chair or two to allow them access to the table.
• If a service dog is present, don’t insist or suggest the patio or outside seating. Service dogs are trained to remain under the table. They are not unhygienic nor is it a violation of the Health Code for them to be in a restaurant.