When you're in school, you're often allowed to choose a language to learn. For most of us, the choice is between Spanish and French. But a few lucky schools also offer American Sign Language. American Sign Language, also known as ASL, is a great way to communicate better with the deaf community.
One of the benefits of ASL is the fact that it uses your whole body. While the emphasis is on signing with your hands, you also often have to focus on overall body language as well as facial expressions. As a language, it's one of the most beautiful. And it can come in very handy.
Just ask Starbucks barista Brianna Roth. In a TikTok video that has since gone viral, Brianna can be seen communicating with customer Dallin Smuin at the drive-thru.
The video starts with Dallin pulling up to place an order. He admits to Brianna, who's taking his order through an intercom, that he's having trouble understanding her. Flawlessly, Brianna knows how to solve the situation. She appears on the virtual screen, masked, and is able to take Dallin's order.
Dallin must have known this was the protocol at Starbucks, as his passenger was the one who took the video. In the caption, he wrote, "It would be awesome if all businesses were as progressive as Starbucks."
When you own a business, it's important to recognize the challenges that customers may face. Having someone on staff who's able to communicate is an incredible find. Plus, it'll likely lead to repeat business. Dallin knows his order will be accurate despite the fact that he has trouble hearing.
Not only was Brianna ready to assist, but she was also incredibly friendly. Good customer service goes a long way, and Starbucks should be proud to have her on its team. In the video, after Brianna learns that Dallin is deaf, she simply says, "Oh, I'm sorry, hold on one second," and turns the digital menu board into a screen where she can see Dallin from a safe distance.
Yahoo writes that Brianna noted in the TikTok comments that she studied ASL at the National Technical Institute for the Deaf in Rochester, New York. She noted that so far, Starbucks has digital boards like this in 4,000 locations. Hopefully, that number will only continue to grow.
"We really encourage our partners to make every moment right," spokesperson Jessica Conradson said, per Yahoo. "And this was one of those really beautiful moments where we had a partner who knew sign language and was able to communicate in a special way with the video and really bring that Starbucks experience to life." Not only did Brianna know ASL, but she was able to use the digital board flawlessly.
Since technology can be confusing, it's possible that the 4,000 locations that have similar boards don't necessarily have staff members who know how to properly utilize them. Not only does Brianna's confidence make it look easy, but the video showcases why it's important to learn. Jessica also stated that baristas who know ASL are encouraged to wear different aprons indicating this, to make it easy for deaf and hard of hearing customers to communicate better.
"We've always been committed to creating a culture of belonging, inclusion and diversity," Jessica continued. "We always encourage our partners to find impactful ways to connect with our customers." Jessica believes that Brianna's filmed interaction was all part of the Starbucks experience.
Knowing that the video came straight from the customer was also sweet. Dallin took the video to showcase an incredible service that many people might not know that Starbucks offers. It was a way for him to say thank you and also spread the word to the rest of the deaf community who may have struggled with placing orders prior.
While this year has been tough for everyone, it's especially tough for the deaf and hard of hearing community. Masks are a very important way to help stay safe, but as a majority of them cover your lips, it can be hard for deaf and hard of hearing people to hold conversations the way they used to. Just imagine living this year while also having a major source of communication shut down.
"It is impossible to lip-read when someone is wearing [a mask]," writes Today. "Clear masks may be one solution, although they're not perfect. Signing is affected, too, since the language is not simply about the signs the hands make; it also relies on facial movements and expressions."
People may think they're helping by pulling down masks, but that makes people more susceptible to illness. There's no clear way to fully solve the problem. But Starbucks figured out a solution for its business. Even though she was wearing a mask, Brianna was a safe distance away and mostly used her hands.
And for something like a Starbucks order, that may be enough. Howard A. Rosenblum, CEO of the National Association for the Deaf, chatted with Today about the other issues that deaf and hard of hearing people are facing this year. While video communication can often be a great method, it becomes much harder if the digital meeting is a big group. Technological lags may also cause an issue.
"Lip reading might work for some deaf and hard of hearing employees when there is a one-on-one meeting, but for many others it is not effective at all regardless of the size of the meeting," he said. "This is true whether the meeting is in-person or virtual." This further brings the point home that Starbucks has found a great way to make communicating easier.
If you're thinking about learning ASL, now is a wonderful time. ASL communication happens all around you, and it's always a wonderful way to connect with your community. If you happen to know ASL already, you may want to figure out ways you can use it at work. Regardless of your job, it's a great way to add something extra to any business or organization.
As for Brianna, she should be proud that studying ASL has paid off. She's a fantastic employee, and she likely had no idea she was being videotaped before going viral, proving her customer service was legitimate. She's a reminder that there are still a lot of good people out there.
