quote:Outback Steakhouse of Frederick
1007 W. Patrick
St. Frederick, MD 21701
Dear Ms. Gravante,
My apologies if I have your name spelled incorrectly: it is as given to me by the person I spoke with at your restaurant. I was an interested witness to an extremely unpleasant incident at your establishment this afternoon. A group of friends and I met for a 2 PM lunch along with a special friend and his wife.
Mike Clausen had been the Guest of Honor at the local celebration of the 225th Birthday of the United States Marine Corps on the previous evening. Mike is the recipient of the Medal of Honor, awarded for heroism in Vietnam. I had the privilege of escorting Mike and his wife Lois. As is the custom, and at our request, Mike was wearing his Medal of Honor around his neck. When we were done eating, some other customers saw Mike's medal and wanted to meet him. Mike is a gracious and gentle man, so he accommodated them and
gave some people copies of his Medal of Honor citation. Most people - at least most people that I know - would be honored to meet a Medal of Honor recipient. It's a lot more important than being a rock star or something like that.
At one point, a woman who was acting as hostess came up to Mike (I was standing with him) and complained that he was "soliciting" people in the restaurant. Mike nicely and clearly stated that he wasn't soliciting anybody or anything, that he was simply responding to people who called him over to meet him. The woman was adamant and rude. Mike and Lois returned to our table and prepared to leave with our group.
I went to the woman and asked her what the complaint was. She repeated that he was soliciting." I explained to her what the Medal was and what Mike was doing. She stated that she was following orders from her manager. I told her that I understood about following orders, and asked if I could speak with her manager to clarify this misunderstanding. I intended this as a courtesy, since Mike had been embarrassed. She left to go back to the kitchen area, presumably to bring the manager, while I waited. I waited for a couple of minutes, and since our group was waiting for me so we could leave (I was driving Mike and Lois), I gave up and left. As we left the front door, a police car
arrived, followed by another. That woman had obviously called the police. We explained to the police that it was a mistake, an attempted false arrest by an ignorant, arrogant person.
For the record, Mike was not disruptive, loud, or bothering anyone. Your employee harassed him for no good reason, and then caused public humiliation for him with a false police call. I will investigate civil rights violations against Mike.
I await your investigation of the facts of the incident and your reply as to what you intend to do. I will defer the publicizing of this incident pending your response. Unlike your employee, who called the police with a false report rather than listen to a reasonable explanation, I shall give you the opportunity to explain and correct the situation before I take any action to the detriment of Outback. For your education, I am enclosing a copy of Mike's Medal of Honor citation: this is what he was giving to people, who asked, along with his autograph. You had a deserved celebrity, a genuine hero, in
your restaurant - and you shamed him, harassed him, and attempted to arrest him. It was a bitter experience to witness.
Sincerely, Edward T. Egan
The reply was received by return postage from the Outback Restaurant
quote:"Veteran Community, Re: Michael Clausen, Medal of Honor Recipient
Shamefully, the incident described by Mr. Egan in his letter did in fact occur. I have no reason to doubt Mr. Egan's recitation of the facts. The following is offered by way of explanation, not excuse. I have spoken with Mr. Clausen and two other members of his party (Messrs. Egan and Magner). I have also spoken with the manager on duty Nicole, the
"key" employee Kathy (our term for the head waiter) and the general manager of the restaurant Mike (who was not present on the evening in question). At some point, one of the waiters commented to Nicole (who was stationed in the kitchen) that Mr. Clausen's party was getting a little boisterous. Nicole came out from the kitchen, looked at Mr. Clausen's party, did not see them to be behaving inappropriately in any way and so did not approach them and went back in the kitchen. Her perception was as that Mr. Clausen's party contained some fairly large individuals. For the record, I am told Mr.Clausen is about 6' 3", but Mr. Egan and Mr. Magner are both under 6'.
Some time later, the waiter told Nicole that Mr.Clausen and another man were at another table handing out papers. Nicole told Kathy to find out what was going on and "handle it." Kathy then approached Mr. Clausen with the request to stop "soliciting." Like most restaurants, we do not allow soliciting because it disturbs our guests. I have no explanation why Kathy jumped to the conclusion that Mr. Clausen was soliciting.
Of course, Mr. Clausen was NOT soliciting. He signed some autographs and gave copies of his Medal of Honor Citation to those customers who requested it. At this point I can only observe that Outback Steakhouse has failed miserably in teaching Kathy the definition of soliciting.
Mr. Egan attempted to explain to Kathy what Mr. Clausen was really doing, but her responses were limited to repeating that we do not allow soliciting and she was following her manager's orders. At Mr. Egan's request, she then went to get Nicole.
Kathy then told Nicole something to the effect that one of Mr. Clausen's party got "in her face" and that Nicole better speak to them. At this point, Nicole decided that she should call the police before speaking to Mr. Clausen's party. I asked Nicole why she called the police. She said it was not to have Mr. Clausen arrested, but rather to have some security there in case her talk with Mr. Clausen's party escalated into a confrontation. This decision is indefensible. While concern for her security and that of her staff is understandable, the facts are Mr. Clausen's party was not inebriated, had not acted in a threatening manner, it was 5:30 p.m., not midnight, and if anyone had bothered to listen, they would have understood Mr. Clausen's party would be more likely a source of protection than threat.
By the time Nicole got to the front of the restaurant Mr. Clausen's party had left and were walking down the front steps. The police arrived outside the restaurant and Mr. Clausen's party spoke with the police outside the restaurant and then left. Mike, our general manager, spoke with Mr. Egan the day after the incident and wrote a letter of apology to Mr. Clausen. I have spoken with and apologized to Messrs. Clausen, Egan and Magner. Formal letters of apology to Messrs. Clausen, Egan, and Magner will follow from our President. By this letter I extend our sincere apologies to the entire veterans community.
Nicole has been terminated. Kathy has been reprimanded and given a clear understanding of soliciting. The difference in treatment is because Nicole was the manager on duty and it was her responsibility to speak with Mr. Clausen's party from the beginning.
By way of reparations I have offered to Mr. Clausen to make a donation to a veterans organization in his name. Mr. Clausen will also receive an identification card that will allow him and a guest to dine for free in our restaurants until 12/31/01. Mr. Clausen told me in our telephone conversation that he was satisfied with our response.
Finally, I have read Mr. Clausen's Medal of Honor Citation and sent copies to our senior management. We are shamed and humiliated that a Medal of Honor recipient received such treatment in our restaurant.
Joseph J. Kadow, Vice President and General Counsel
Outback Steakhouse, Inc."
I recieved this email from a Marine Major friend of mine a few weeks ago, and am now just getting around to posting it. A shocking story, I was emailing back and forth with Dave Shutter about it. Think we both came to the conclusion that it is quite sad that a majority of the populace doesn't even know what the Congressional Medal of Honor is, and what Mike Clausen has done for our country to earn such high honor. What do the rest of you think?
1007 W. Patrick
St. Frederick, MD 21701
Dear Ms. Gravante,
My apologies if I have your name spelled incorrectly: it is as given to me by the person I spoke with at your restaurant. I was an interested witness to an extremely unpleasant incident at your establishment this afternoon. A group of friends and I met for a 2 PM lunch along with a special friend and his wife.
Mike Clausen had been the Guest of Honor at the local celebration of the 225th Birthday of the United States Marine Corps on the previous evening. Mike is the recipient of the Medal of Honor, awarded for heroism in Vietnam. I had the privilege of escorting Mike and his wife Lois. As is the custom, and at our request, Mike was wearing his Medal of Honor around his neck. When we were done eating, some other customers saw Mike's medal and wanted to meet him. Mike is a gracious and gentle man, so he accommodated them and
gave some people copies of his Medal of Honor citation. Most people - at least most people that I know - would be honored to meet a Medal of Honor recipient. It's a lot more important than being a rock star or something like that.
At one point, a woman who was acting as hostess came up to Mike (I was standing with him) and complained that he was "soliciting" people in the restaurant. Mike nicely and clearly stated that he wasn't soliciting anybody or anything, that he was simply responding to people who called him over to meet him. The woman was adamant and rude. Mike and Lois returned to our table and prepared to leave with our group.
I went to the woman and asked her what the complaint was. She repeated that he was soliciting." I explained to her what the Medal was and what Mike was doing. She stated that she was following orders from her manager. I told her that I understood about following orders, and asked if I could speak with her manager to clarify this misunderstanding. I intended this as a courtesy, since Mike had been embarrassed. She left to go back to the kitchen area, presumably to bring the manager, while I waited. I waited for a couple of minutes, and since our group was waiting for me so we could leave (I was driving Mike and Lois), I gave up and left. As we left the front door, a police car
arrived, followed by another. That woman had obviously called the police. We explained to the police that it was a mistake, an attempted false arrest by an ignorant, arrogant person.
For the record, Mike was not disruptive, loud, or bothering anyone. Your employee harassed him for no good reason, and then caused public humiliation for him with a false police call. I will investigate civil rights violations against Mike.
I await your investigation of the facts of the incident and your reply as to what you intend to do. I will defer the publicizing of this incident pending your response. Unlike your employee, who called the police with a false report rather than listen to a reasonable explanation, I shall give you the opportunity to explain and correct the situation before I take any action to the detriment of Outback. For your education, I am enclosing a copy of Mike's Medal of Honor citation: this is what he was giving to people, who asked, along with his autograph. You had a deserved celebrity, a genuine hero, in
your restaurant - and you shamed him, harassed him, and attempted to arrest him. It was a bitter experience to witness.
Sincerely, Edward T. Egan
The reply was received by return postage from the Outback Restaurant
quote:"Veteran Community, Re: Michael Clausen, Medal of Honor Recipient
Shamefully, the incident described by Mr. Egan in his letter did in fact occur. I have no reason to doubt Mr. Egan's recitation of the facts. The following is offered by way of explanation, not excuse. I have spoken with Mr. Clausen and two other members of his party (Messrs. Egan and Magner). I have also spoken with the manager on duty Nicole, the
"key" employee Kathy (our term for the head waiter) and the general manager of the restaurant Mike (who was not present on the evening in question). At some point, one of the waiters commented to Nicole (who was stationed in the kitchen) that Mr. Clausen's party was getting a little boisterous. Nicole came out from the kitchen, looked at Mr. Clausen's party, did not see them to be behaving inappropriately in any way and so did not approach them and went back in the kitchen. Her perception was as that Mr. Clausen's party contained some fairly large individuals. For the record, I am told Mr.Clausen is about 6' 3", but Mr. Egan and Mr. Magner are both under 6'.
Some time later, the waiter told Nicole that Mr.Clausen and another man were at another table handing out papers. Nicole told Kathy to find out what was going on and "handle it." Kathy then approached Mr. Clausen with the request to stop "soliciting." Like most restaurants, we do not allow soliciting because it disturbs our guests. I have no explanation why Kathy jumped to the conclusion that Mr. Clausen was soliciting.
Of course, Mr. Clausen was NOT soliciting. He signed some autographs and gave copies of his Medal of Honor Citation to those customers who requested it. At this point I can only observe that Outback Steakhouse has failed miserably in teaching Kathy the definition of soliciting.
Mr. Egan attempted to explain to Kathy what Mr. Clausen was really doing, but her responses were limited to repeating that we do not allow soliciting and she was following her manager's orders. At Mr. Egan's request, she then went to get Nicole.
Kathy then told Nicole something to the effect that one of Mr. Clausen's party got "in her face" and that Nicole better speak to them. At this point, Nicole decided that she should call the police before speaking to Mr. Clausen's party. I asked Nicole why she called the police. She said it was not to have Mr. Clausen arrested, but rather to have some security there in case her talk with Mr. Clausen's party escalated into a confrontation. This decision is indefensible. While concern for her security and that of her staff is understandable, the facts are Mr. Clausen's party was not inebriated, had not acted in a threatening manner, it was 5:30 p.m., not midnight, and if anyone had bothered to listen, they would have understood Mr. Clausen's party would be more likely a source of protection than threat.
By the time Nicole got to the front of the restaurant Mr. Clausen's party had left and were walking down the front steps. The police arrived outside the restaurant and Mr. Clausen's party spoke with the police outside the restaurant and then left. Mike, our general manager, spoke with Mr. Egan the day after the incident and wrote a letter of apology to Mr. Clausen. I have spoken with and apologized to Messrs. Clausen, Egan and Magner. Formal letters of apology to Messrs. Clausen, Egan, and Magner will follow from our President. By this letter I extend our sincere apologies to the entire veterans community.
Nicole has been terminated. Kathy has been reprimanded and given a clear understanding of soliciting. The difference in treatment is because Nicole was the manager on duty and it was her responsibility to speak with Mr. Clausen's party from the beginning.
By way of reparations I have offered to Mr. Clausen to make a donation to a veterans organization in his name. Mr. Clausen will also receive an identification card that will allow him and a guest to dine for free in our restaurants until 12/31/01. Mr. Clausen told me in our telephone conversation that he was satisfied with our response.
Finally, I have read Mr. Clausen's Medal of Honor Citation and sent copies to our senior management. We are shamed and humiliated that a Medal of Honor recipient received such treatment in our restaurant.
Joseph J. Kadow, Vice President and General Counsel
Outback Steakhouse, Inc."
I recieved this email from a Marine Major friend of mine a few weeks ago, and am now just getting around to posting it. A shocking story, I was emailing back and forth with Dave Shutter about it. Think we both came to the conclusion that it is quite sad that a majority of the populace doesn't even know what the Congressional Medal of Honor is, and what Mike Clausen has done for our country to earn such high honor. What do the rest of you think?
