We’ve all had our fair share of awkward days at work, but usually, we can avoid direct confrontations with customers. It’s no secret that many customers can be entitled and make our day worse.
However, in the case of this particular restaurant, some customers made the situation incredibly uncomfortable. Thankfully, justice was served.
Kim Castillo visited Laurenzo’s restaurant with her son, Milo, who happens to have Down syndrome. The Castillo family were regular patrons at Laurenzo’s, and it’s safe to assume that the exceptional food was one reason for their loyalty.
Another reason was undoubtedly the incredibly kind staff. How do we know? Well, people don’t keep coming back to a place if they don’t appreciate the staff. And there’s another reason we’ll discover soon enough.
Milo had formed a bond with the staff over time, and they were always delighted to see the little boy. The feeling was mutual, as Milo looked forward to his visits. Unfortunately, not everyone in the restaurant that day shared the same happiness in seeing Milo.
At the adjacent booth, a family was dining but decided to move tables as soon as they spotted Milo. They weren’t relocating to accommodate anyone else; their motives were far less pleasant.
A waiter happened to overhear their conversation as they shifted seats. “Special needs children should go somewhere else to be special.” Their callous statement lacked any semblance of shame. Luckily, the compassionate waitstaff overheard them.
The waiter who heard those hurtful words was Michael Garcia. Understandably, he was enraged by the comment. In his own words, “That’s akin to saying, ‘You can’t come in here because you have a different skin color.'” In the United States alone, approximately 200,000 individuals have Down syndrome. They already face enough challenges in life and shouldn’t have to endure discriminatory remarks when all they want is to enjoy a meal like everyone else.
This mistreatment was even more disheartening because Milo was just a child. However, confronting a customer is always a risky endeavor. In some cases, management may allow customers to get their way to avoid losing business. Many of you who have worked in customer service can probably relate.
Michael knew that challenging these people would put his job at risk. Yet, he was willing to take that gamble.
He informed the guests that he would not serve them, even if it meant they would leave. “So be it,” he thought.
Michael later admitted that he “probably shouldn’t have said that,” acknowledging the potential risks involved in such an action without managerial approval. However, I disagree. I believe Michael did the right thing. Fortunately, his boss thought so too.
The Laurenzo family, who owned the restaurant, supported Michael’s decision. As one person noted, “The customer isn’t always right.”
Although this incident occurred a decade ago, the example set by Michael remains relevant today. If more of us could embody his courage and compassion, it would make an immense difference in the lives of individuals with special needs.
For Kim and Milo, having someone stand up for them meant the world. After all, what could a young boy like Milo do when faced with the discomfort caused by thoughtless adults?
