While work can have its awkward moments, most of us are fortunate enough to avoid confrontations with customers. Unfortunately, entitled customers can make the workday a lot more challenging. However, in one instance, the customers got what they deserved.
Kim Castillo and her son, Milo, who has Down syndrome, were dining at Laurenzo’s, a restaurant they frequented regularly. It’s safe to assume that the quality of the food was one reason for their patronage, but the staff’s friendliness was undoubtedly another. The waiters had known Milo for some time, and the feeling was mutual.
However, not all customers at the restaurant were thrilled to see Milo. The family sitting in the booth next to them promptly moved seats upon seeing him. It wasn’t due to lack of space, but rather something much less pleasant. An observant waiter overheard their derogatory comments: “Special needs children should be special somewhere else.” They shamelessly uttered these words, unaware of the ears around them.
Michael Garcia was the waiter who overheard them, and needless to say, he was infuriated. He likened their statement to saying, “You can’t come in here because you’re a different skin color.”
Around 200,000 individuals in the United States are affected by Down syndrome, and they already face various challenges in their lives. The last thing they need is to be subjected to cruel and discriminatory remarks when they simply want to enjoy a meal at a restaurant, especially when they are still children.
However, confronting a customer can be a risky move in the service industry, as management might prioritize keeping customers satisfied to prevent losing business. Many people who have worked in the service sector can likely relate to this situation.
Confronting customers as an employee can be risky, especially when it goes against management’s policies. However, Michael Garcia was willing to take that risk when he overheard a family making discriminatory comments about a child with Down syndrome at the restaurant where he worked.
Despite the potential consequences, Michael refused to serve the guests and stood up for what he believed was right. Fortunately, his employer, the Laurenzo family, supported his actions and demonstrated that the customer isn’t always right.
Although this incident occurred 10 years ago, it still serves as a powerful example of the importance of standing up for people with special needs. By following Michael’s lead, we can all make a positive impact on those who may be marginalized or discriminated against. For Kim and Milo, having someone speak up for them meant the world.