When you have a good process that’s worked for years, it’s always made me wonder why anyone would change it. Often when these processes that have worked for years are improved they have in fact made it far more complicated!
This was certainly the case in a recent visit to McDonald’s, ordering a hot apple pie.
In this particular London restaurant, they had implemented the new system of having tills on the right hand side and the collection area on the left hand side with an ‘Argos-like’ number screen where people wait for their order to be ready.
I queued and placed my order for one hot apple pie, with a number of people with larger orders in front of me.
Despite the fact that I had ordered one item, my number still arrived on screen and I had to wait until all of the other orders in front of mine had been fulfilled before mine.
This makes sense on paper, but it did make me laugh inside when seeing that my hot apple pie was actualy two steps away from where the team member taking the orders was. She has no one else in line waiting to place orders, so she could have simply stepped back to reach it and that would have been my order taken out of the whole process entirely.
It really made me think about how deaf people’s needs are often perceived as being far more complicated than they really are.
When we see something as more complicated than it is – we can very easily procrastinate and put things to one side.
This can mean that deaf people don’t get dealt with immediately and may have to wait longer than a hearing person would do, purely because you don’t really know what to do and make things so complex.
In fact, if you approach the deaf person directly and ask them what their needs were, you’d probably be surprised to find out that they were pretty simple indeed.