Despite producing official documents from the authorities stating that her guide dog is excluded from the "no pets policy," Cassandra Chiu's guide dog was denied entry into the ice-cream chain's indoor seating area.
She posted her complaint on her dog's Facebook Page and it went viral with members of the public demanding an apology from the company over the treatment of Chiu and her guide dog.
Haagen-Dazs quickly called her to apologize over the incident and its managing director sent her an email. The company also posted an apology on their Facebook page.
If you look at the incident, perhaps the cafe has its own concerns in letting the guide dog into the cafe. Most people are unaware that guide dogs don't go around sniffing people and pee or poop only on command and. Customers may be turned off especially those with little kids afraid of dog. And there's the issue of hygiene in the cafe.
But I guess what turned her off is that she has document to proof that her guide dog was exempted from "No pets policy" and yet the staff chose to stick to their no pets policy.
Doesn't this happen all the times to us as well?
As customers, how many times are you pissed off by company policies that make cow sense?
Of course, we need rules and regulations and policies in running a business. The problem happens when the staff becomes too fixated in adhering to them.
Couldn't the staff allow the lady into the cafe with the dog since she has the document? If they are concerned about other customers and hygiene issue, could they have explain it to her and offer her the option of leaving the dog with the staff? Or could the staff put a notice informing other customers that the guide dog is harmless?
It's easy to teach your staff to follow policies.
It's more important to get them to learn how to think.
Photo Source : Insing