Restaurant Changes Policies Because of Citizen Journalism

Score one for the meek and lowly blogger. Citizen Journalism does work and has an impact on society, even if that society happens to be on the municipal level. Recently I wrote about an incident involving Mexican Villa East across from St. Johns hospital.

That Mexican Villa location put in a new bathroom, then posted a “Handicapped Use Only” sign and then locked the door tight. So if a person has a disability, they must go and ask permission to use it. Not so with the typical bathroom.

As you may remember Tony Messenger picked up the story on his Springfield News-Leader blog. Soon thereafter Larry over at Simple Thoughts of a Complex Mind also picked up the story. As a disability advocate, and board member of The Disability Advocacy and Support Network (The Network) he wrote Mexican Villa about the issue.

Mexican Villa, in a gracious and tactful move that our current governmental administration could learn from, contact Larry and apologized for the transgression. But they didn’t stop there. They took down the offensive sign, and furthermore asked for help on addressing their concerns regarding that restroom. Here is what they had to say in response to Larry’s correspondence:

Thank you for your recent communication regarding the visit of your friend to one of the Mexican Villa Restaurants. From your description of the restaurant, I believe that you were telling us about his experience at the Mexican Villa East. If that is not correct please let me know.

We're always pleased to hear from our customers – that's one of the best ways that we know to gauge how we are doing our jobs. Therefore, we especially want to thank you for your suggestions regarding our disability access restroom.

In response to your e-mail, we have removed the "Handicapped Use Only" signage from the door of that restroom. It is now signed with only the chair symbol. Also, I have talked with the general manager of the restaurant and asked him to visit with the employees regarding using more sensitivity toward our customers.

Now, I would like to ask your help with a couple of things. First, does your organization have any instructional information in the form of videos, brochures, etc. for employers to use in employee training? Or, would you know of a good resource for this material? We would like to use such for an employee training program if we could access it.

Secondly, we are sorry that when your friend asked at the cashier station for the key to restroom, he felt uncomfortable. It certainly is not our intention for any customer to feel as if he or she is being treated in any lesser way than any other customer. Our dilemma with locking or not locking the door is with being able to have the bathroom available for customers who really need to use it as opposed to those who just go into that one because it is closer or it is the first bathroom that they see. What would your recommendation be to eliminate this situation?

As with most structures that were built in the 1960's, the Mexican Villa East's original bathrooms were not built ADA compliant. In an effort to provide a restroom that was, we built this one. We were limited because of the building design and layout from reworking the original bathroom hallway to allow room to maneuver a wheelchair in the available space. We certainly did not intend to make any person with a disability needing to access that bathroom to feel as if he or she was being segregated.

Thank you again for your communication, it has been helpful to us. And, I would appreciate your input and information on the above issues.

Best Regards,
Phyllis Ferguson
Operations Manager

It’s not always easy to admit when we make a mistake, but Mexican Villa did, which is what we expect especially from a local establishment. Rather than get angry over the criticism (which has happened to one blogger over a criticism) Mexican Villa responded appropriately. Who could ask for me.

Having worked in the disability field for eight years, I have every intention of writing them a letter thanking them for their response and for their request for information and willingness to training their employees in disability sensitivity. I will be sure to post that letter on my blog as well.

For now, I will pay Mexican Villa the biggest compliment I can: by offering them my patronage. I thank them and my belly thanks them. Oh, the Sancho Enchilada Style.

As for citizen journalism, well this may be a small thing, but we made a difference. Not only am I able to fill my belly with homemade chips and a sancho enchilada style, but on a bigger scale persons with disabilities will not have to ask permission to use the restroom. That is an important thing. Each time we eliminate one barrier, one road block, we create a world with less discrimination. That impacts many more people than just a patron with disabilities. And it all happened because of successful citizen journalism and activism. We all played a part, Larry, Tony and I. And I thank Larry and Tony for the parts they played. Today is a good day for the Springfield Community.

If you’d like to comment, you can reach Mexican Villa at:

Mexican Villa Corporate Offices
1100 W. Sunshine
Springfield, MO 65807
info@mexicanvilla.net
869-5300