The grandmother says she was kicked out of a store because of her service dog.
Neyo is a constant companion in Gloria Troutman’s life.
The 62-year-old grandmother relies on the service animal to get around, since she lost control of half her body from multiple sclerosis.
“He’s always right beside me, never leaves my side,” said Troutman.
But on a recent trip to Town East Mall, a store kicked her out, she says, because of her service animal. Read rest of story here
When the story hits the news media, the owner of Isis Bridal and Formal store pens a letter of apology to, not Mrs. Troutman, but rather the reporter from WFAA-TV who broke the story. But is it really an apology? Most of what is written sounds like promotional material aimed at restoring the business’ reputation but what really sets it apart is the following sentence:
We apologize if Ms. Troutman believes she was treated improperly.
Hmmm, “We apologize *if*…” Anytime an “if” is inserted into an apology, it almost always disqualifies it as a sincere apology. There is no ownership of the offense but rather a subtle blameshifting back onto the offended party as if to almost suggest the offended person doesn’t have a legitmate complaint. Mrs. Troutman may believe she was treated improperly but that doesn’t mean Mohamed Hafez, president and owner of Isis Bridal, believes she was so he qualifies his apology as conditional upon the perception of Mrs. Troutman.
A sincere apology is one where the offender takes ownership of his/her offense, expresses regret with no qualifiers or caveats and does not, in any way, redirect the blame back onto the offended person. It should have read, “We apologize for the inconvenience our staff has placed upon Mrs. Troutman and resolve to become more sensitive to the needs of individuals with service dogs.”