Following my Open Letter to the Brontë Parsonage Museum, I have had a response from them. I received a long letter yesterday in full reply - no standard template here. I won't be copying out the whole letter here but I do want to share some of it's content's with you because it was an excellent reply and just the sort of response I would hope to receive from a company following complaint about their accessibility.
First of all, the responded, and in full without it being a pro-forma response. That in itself raises them up above some others.
After some preliminaries, the letter opens with an apology. A genuine and full apology, without excuse or couching.
"Please let me first express my sincere regret that your visit on 29th August 2019 was blighted by limitations to the access we offer for people with disabilities, and also by the rudeness of one of our members of staff."
This is such an important thing and I can't thank them enough for doing this. So often we see non-apologies, apologies which try and shift blame on to the person complaining or which come with excuses hanging on them. An actual plainly written apology means so much. It is a sign of respect. It is a sign that they have actually read or listened to the issue and care about the person making the complaint. When you are disabled, to be treated with respect and not brushed of or belittled is so important and sadly doesn't happen as often as we would like.
The letter then goes on to state that they are speaking formally with the member of staff I named and that they [the staff member] will be included in the next session of disability awareness training. This is followed for an apology for her manner towards me and my companions.
From my point of view this is reassuring. Again the apology shows respect for the situation and to me personally and the clear statement of how it was dealt with let me know that it is something which will be remedied at the source. It's also pleasing to note that there is regular staff wide disability awareness training - this is only a minor surprise as, as I noted in my original letter, other members of staff were helpful and there was a clear indication of awareness of accessibility throughout the museum.
The paragraph continues with a discussion of their concession policy, which was central to my conflict with the staff member:
"...your visit does highlight a possible shortcoming in this policy when it comes to welcoming people with disabilities ..."
"I am currently putting together a comprehensive Access Report on the Parsonage Museum and its services..."
Acknowledging that there could be an issue with current policy is great. It would have been easy for them to attempt to defend their policy as "good enough" or that it being correct excused the staff member's attitude. They did neither of these things and instead have shown an interest in reviewing and improving, as well as noting the specific action that they will take.
The letter continues with discussion of the other issues I raised such as the distance between ticket desk and entrance and lack of toilets. Here there is less in the way of specific action being noted but, considering we are now talking about structural changes, that's understandable. The letter does describe some of the decision making processes behind the current set up which could have begun to sound like an excuse of defensiveness. However, it was concluded by promises of review, looking at other options and ongoing work. Though no specific details could be given, it does state that there are plans going through for development of the site which will include accessibility changes and will improve the situation. The timeline sadly is 5-10 years but, considering this involves a number of trusts and heritage funds as well as councils and local government that is to be expected.
So why am I so pleased with this?
Well firstly good communication means so much. Good communication can sometimes be responding quickly, but it can also be taking the time to be able to respond in full with all the facts. A thorough letter that properly addresses the situation is better that a quick phone call or standardised courtesy reply.
Secondly it really does address and answer each of the issues raised. It shows a level of thought and care for the subject at hand. Accessibility is all to often not properly thought through and not given the attention it needs. For somebody at the Brontë Society to actually give the issues this attention is a good thing. It also lets me know that even if they weren't previously, there is now somebody there who will make sure accessibility is given the consideration it needs.
And finally it was honest. An honest reply is so valuable. None of us our perfect not visitors and blogger, not Societies and management groups. We make mistakes or do things in a way that is less that ideal. It can be difficult when we have misstepped to own up to it, either out of pride or embarrassment. But an apology isn't just about somebody taking blame, it also validates the concerns of victim. It means that things are being taken seriously, and whilst something may not matter to you, it certainly mattered to the person who complained.
Incidentally, I should apologise to the Brontë Parsonage Museum for the tone of my letter, I know on occasion I can get caught up in the moment and obviously this is a very personal topic for me. That doesn't excuse haughtiness though. Sorry about that.
I should point out that I was also offered a free guided tour with a friend which I will be taking them up on. It's a lovely gesture but really, it's the quality of the letter that is important.
Take note, this is both how you apologise and how you address accessibility issues.
But then, they are a literary society. You'd expect a good letter.