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Winnipeg Free Press - PRINT EDITION

Service with a... shove

Pizza manager accused of assaulting customer, 76

By: Matt Preprost

4/10/2009 1:00 AM | Comments: 50

Ed Rose says he was attacked by a manager of the Pizza Hut at Fermor and Lakewood. He says he holds no grudge against the restaurant.

TREVOR HAGAN / WINNIPEG FREE PRESS Enlarge Image 

Ed Rose says he was attacked by a manager of the Pizza Hut at Fermor and Lakewood. He says he holds no grudge against the restaurant.

The corporate jargon always says that customer service comes with a smile.

But for 76-year-old Ed Rose, it came with a grab on the neck and a shove to the floor.

The alleged incident took place at the Pizza Hut in the Southdale Shopping Centre in St. Vital around 1 p.m. Friday. Rose said he went for a few slices of the restaurant's dessert pizza and a glass of Pepsi and instead wound up being assaulted by one of the restaurant's managers.

"I'm very angry," Rose said Saturday afternoon, fiddling with napkins in his hands and trying to hold back tears. "I went to a dance later that night and I didn't even enjoy myself."

Rose said the situation began when he tried to clear up some confusion over how he had paid for his meal with the manager. The manager ignored him, Rose said.

A few minutes later, the manager came back out, grabbed him by the neck, and dragged him to the floor, Rose said.

"I was shocked. It happened so fast I didn't know what the hell hit me," he said. "I'll never forget it."

Rose escaped uninjured, and several witnesses called police.

One witness, who didn't want to be identified, said the manager was arrested and taken away by police.

Police spokeswoman Const. Jacqueline Chaput said the 27-year-old manager faces an assault charge. He was released on a promise to appear.

"There's no way we condone any type of assault, especially on the elderly," Chaput said. "It's surprising to see it happen in this fashion, especially in the service industry."

In a statement, Pizza Hut called the incident "highly unusual," and an "isolated incident."

"Pizza Hut takes these matters very seriously and wants to assure customers that we are investigating the matter and fully co-operating with the authorities," the statement read. "We plan to take action once the investigation is complete."

Despite the incident, Rose was found at the same Pizza Hut Saturday afternoon.

"He's gone, why shouldn't I come back?" he said. "He got his just reward."

matt.preprost@freepress.mb.ca

Republished from the Winnipeg Free Press print edition October 4, 2009 A4

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50 Commentscomment icon

"Why aren’t comments accepted on certain stories?
The Winnipeg Free Press can turn off the ability to comment on stories and articles at our discretion. Comments are often turned off on stories involving children, stories about active court cases, and in situations where a large number of offensive comments has been received."
I'm not a lawyer but that pretty much says you decide, for whatever reason you want, to accept or not accept comments on certain stories (more power to you, it's your website). Leads me to believe that those who have a vested interest in not offending some people do not wish to have comments those same people involved in the story might consider "offensive". This is fine, as long as no claims are ever made about reader comments being some sort of balanced public opinion... as clearly this is not the case here.

This is a convenient way though, I must admit, to get out of accepting comments on stories about police since most seem to focus on when they are charged with a crime... and they are almost always named without exception. I still don't like the policy. Although I imagine you'll say I'm invited to go discuss it anywhere else...

Thanks for clearing that up editor. I'll be sure to be aware of that next time.

There have been some serious accusations made by Mr. Rose. I certainly hope the Free Press follows this story up to its conclusion.

Teddy... I'd take that last bit tacked onto your comment with a grain of salt... they also do not take comments on anything that involves charges with the police. They accept comments on pending charges when it involves members of the public... but police? watch how fast they'll close the comments down and say they aren't accepting comments on the story.

[Editor's note: we turn off comments on stories about most active court cases in which the accused is named. You can see further details in our Frequently Asked Questions here: http://www.winnipegfreepress.com/comments-termsandconditions.html ]

Sometimes people just get their buttons pushed and snap. Likely a number of factors that contributed to the snap. What the manager did was wrong, no doubt, but it certainly doesn't make Mr. Rose innocent. Hopefully the matter will be dealt with to the satisfaction of both and they will get on with their lives with a little bit more understanding of human behavior and etiquette.

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LMAO @ Dunder Mifflin comment.

Amen to that...amen.

thabdogg-- if I read what you have to say it seems to me that Mr. Rose is the culprit and should be charged. Can he not be banded from establishments in the area if he is a disruptive person. you are correct that some people are a nusiance. Mr Rose sounds like one of them and is looking for sympathy from the public.

While I agree that no one, especially the elderly, should be victims of assault, I can only imagine what the Pizza Hut manager must have put up with over the years.

Ed Rose is somewhat of a fixture in Southdale Square. I worked at another restaurant in the area over ten years ago, and can still remember the rude behavior Mr. Rose would exhibit towards my co-workers and I.

Impolite customers are part of the job, but when the same one shows up every day, stays for four-to-six hours, and argues for the same non-existent discounts, something has to give.

Ed Rose shouldn't have been assaulted, but in this age of “service with a smile” workers in the service industry are forced to put up with more false entitlement from customers than ever before. It’s a shame the same corporate jargon that protects customers like Mr. Rose can’t do the same for the employees.

Heather... So the manager is guilty of what and based on unreliable opinions? A few unsubstantiated comments from an anonymous poster does not constitute evidence. I guess you are so naive and believe everything you read or see is the absolute truth. The police have not released information regarding pending or charges laid. Until this happens and this matter is heard in court, the manager is considered not guilty.

Maybe the elderly man tried to hold up the place with a sharp loaf of garlic bread????

The manager sounds like a real stuffed crust.

27 and manager of a Pizza Hut. Isn't that punishment enough?

Absolutely no reason for this to happen to an elderly gentleman.
No excuse for the manager to do this no matter what his problem that day .
Well hopefully that will be that for this guy's career in the hospitality industry !
I hope he gets compensation for this .
EDITED

Uniden, I think there are enough witnesses and video fotage to say that the manager was completely in the wrong.
I work in a fast food restaraunt and do deal with some very difficult regular customers. If anything you learn how to deal with them in a respectful manner so both you and the customer are satisfied and not tempted to strangle each other. But from what others who were their have said and from the article, this man seems to be a quiet, easy going person. The manager acted like a beast for no real reason at all.

I wonder if the employees at the restaraunt were getting the same or similar abusive treatment. If so, they should use that as more evidence for this creeps anger issues. I really feel bad for the employees. They usually take the brunt of poor restaraunt managment. But I feel even more so bad for the poor old man. It must have been humilitating. I commense is bravery for returning and using a rational mind that it was not the entire establishment that did that to him. I'm surprised that a manager would treat someone like that.
I'm not surprised thought that the cashier gave back his money. She was probably so shocked and bewildered.
What a horrible thing to happen in a placethat is supposed tp be family friendy.

There is indeed much more to this story than has been presented by the so called victim...the police are totally aware of all the facts.

I just learned that Pizza Hut captured the entire event on their security cameras and have shared that information with the police.

Nice to see how impartial the FP is...they just don't post comments that they don't agree with. \

Editor's note: We don't post comments that are unsubstantiated.

time for seniors to start a gang. sue them buddy.

My point is that peop[le don't think for themselves and they have blind faith in the legal system and no this man did not deserve to be assaulted even if he was abusive...it's in humane

cavu claims to have been there. This may or may not be true. Only police interviews with witnesses and sworn testimony in the court can be considered as bona fide. I suspect there is far more to this story than has been reported so far.

ErikW:

I was unaware of Mr. Rose until he called out from his seat at a table to the manager who was striding away from him. His words were "You didn't answer my question!"

The manager turned and, from about 20ft away, said something loudly to Mr. Rose. Mr. Rose responded with "I asked you a question and you didn't answer me!"

[I learned later from another restaurant employee who provided a statement to the police, that Mr. Rose was a regular customer and usually he spoke very softly. Perhaps the manager in fact did not hear the original question and wasn't simply ignoring him, as it appeared.]

The manager then strode over to Mr. Rose's table and shouted at him "Get out of [my?] restaurant!" Without waiting for Mr. Rose to stand up, the manager grabbed Mr. Rose by the throat and collar with his right hand and threw him to the floor. The manager then strode away to the kitchen area, ignoring another customer who stood to intercede.

When Rose collected himself and left the restaurant, the cashier gave him his money back.

There was no reason whatsoever for the manager to touch Mr. Rose!

I agree with other posters who suggest that any of several things might have triggered the manager's actions:

* A very bad day
* Other personal issues [edited]
* Anger management problems
* Very poor training

Who knows? [edited].

Still no excuse for being rude and harming an elder what would the manager do if it was his own Mother/Father/loved one i know if it was my mother that was assaulted i would not be happy

I would be very interested in hearing the manager's side of the story. While I do not condone violence, dealing with retail cusotmers can be very difficult. Not all but some retail customers think that they can talk to cs personnal in any manner that they feel like. There is no reason to be rude, beligerent or out right nasty, towards other people.

Companies have the right to ask someone to leave, for what ever reason. If they refuse, you can call the police and have them charged with tresspassing.

Unless the manager or someone else was in immediate danger, there is no need for violence.

Again, I would like to hear the manager's side of the story.

duh ppl read the comments...there is a person here who was at the incident when it happened. The old man would not deserve to get an ass kicking either way...and it is illegal to assault people. What other info do you need...do you need someone to blow your nose when you have a cold too?

Cavu, if the incident "happened as reported" would you care to provide a bit more information that is missing from this story? Why was this person singled out? Was there any sort of discussion or confrontation prior to the manager getting physical? How do you know this person prepaid, did he show a receipt?

Managers of restaurants don't normally get physical with customers unless there is a very good reason. I'm not saying this manager couldn't have lost it and assaulted the customer, but it just doesn't seem rational without more information on what happened.

There is just a bit too much "manager bad, patron good" about this story without providing any details about what led up to this confrontation.

People there could be much more to the story but the bottom line is a 27 year old youthful man body slammed a 70 something elderly man. The old man could have spat in his face for all i care, you dont resort to violence on someone let alone an older man. It would be the same difference if i attacked a 5 year old, would that be ok if the 5 year old provoked me, probably not. Our world is messed, always looking for some reason to find blame somewhere other than the blatant fact.

winnipegger

I completely agree with you. My opinion...there could be another side to this story...but maybe there isn't, maybe just maybe this 'manager' flipped out is all. It could happen. Either way, the customer probably didn't have a bomb or a gun or some other type of weapon...which, would be the only reason that he deserved that kind of treatment...hope the manager is fired otherwise

yes physical emotional responses are probably not baseless as there is a reason for one's behaviour. Not saying any one is right but their is always an underlying reason and I am sure we will never know but the story is out that an assault happened and it is a fact....the rest of the facts are not mentioned but truly someone assaulting someone is not right whether it is over money or something someone said...to be in a position of power and be in the service industry one must tolerate alot and with the statement the customer is always right...courses on anger management or non-violent crisis intervention should be offered.

I was there and saw it all.

The victim involved had PREPAID his meal.

The assault was unprovoked.

Many people got up and left. Some called police from cell phones. Several (including me) left names and phone numbers with the victim.

It will all come out at trial, assuming the manager doesn't plead guilty, which in itself, would confirm the story as printed.

We don't know the whole story here.

But I am tired of the lack of customer service in Winnipeg, whatever happened to being friendly and courteous? I've stood at a customer service while the two people behind the counter carry on with their personal conversation not even giving me the time of day.

Why do they call them "greeters" at Walmart? They are just there to make sure you don't steal something. I've never had them say good morning or hello.

It seems as though someone was having a bad, bad day. It's unfortunate that this happened but agree that we are only hearing one side of the story. I find it unlikely there was any reason to shove a 76 year old man to the floor, but think it's unfair to the manager to have this story published.
winnippeger you have a good point. There are an awful lot of companies that won't take the time or spend the money to assist their staff learn new roles. It's unfortunate because when one crappy manager leaves, then the new one will just often follow in thier footsteps.

Hasn't that guy seen those elder abuse commercials??!

Geese, the guy didn't enjoy himself at his dance for crying out loud!

Glad to see Mr. Rose back at the Pizza Hut -- back on the horse champ!

Went to a small buffet restaurant with my wife a while ago.

Near us was sitting an elderly man (slightly older than ourselves). He had a napsack beside him. Every so often he would go up and load up his plate. He seemed to be eating very fast because he was eating 2-3 plates to my one. But I wasn't paying that much attention to him but was concentrating on my own meal. And watching to see when they put out the shrimp which seemed to be very sparse. I figured he was really hungry. Than I noticed that when he thought that no one was looking he would dump his plate into his napsack. He was the one hoarding all the shrimp.
If the manager saw him, he would probably have been given the heave-ho too.
This happens all the time to every age group (not just the elderly).
And so I would love to hear the manager's story in this case.
Reporting only one side is not right. Why can't you also report the other side.

Yes, wait for both sides to be told BEFORE judging this manager. The freep only told one side as did W.P.S. Having worked in the public service industry for over 35 years I know how difficult some customers ,ESPECIALLY SENIORS can be. Some people seem to figure that you owe them everything just because they have entered your place of bussiness,but I also agree that many times the people in charge are too young to have that kind of responsibility placed upon them. Makes Pizza Hut look bad no matter who is at fault here.

Very well put Winnipegger. Lack of training is most often the root of most problems in the service industry.

Now, let's turn our attention to "Ojective Journalism" versus "Sensational Journalism". One gets ALL the facts; one seeks slimy TMZ-style headlines. WFP, which category do you suppose you fall into on this one? Disgusting. We will never know the full story now, and Pizza Hut "can't comment" in a public arena like this because of potential legal repercussions. These types of situations are always HEAVILY slanted towards the consumer because the consumer can go to the media with zero consequences. The corporation can not only not do that, they can't really even respond when attacked due to potential slander or defamation lawsuits.

So what's the result? A picture in the paper with your store and brand name in the background for all to see in a negative context. This is how companies go out of business.

If the facts proved to be otherwise, I suppose we'd see a small apology print by The WFP at the bottom of page 2000.

I was in line at Safeway in Southdale yesterday, and I saw the same guy (I remember because he was dressed rather strange) while I was in line checking out. He came up to our cashier and mentioned something about writing something in the Free Press but this was the only thing I heard. Although I can't he was talking about this incident at Pizza Hut (same parking lot), but it was almost as if he was trying to provoke a reaction out of the cashier. This was while she was dealing with another customer, so she quietly ignored him but looked rather uncomfortable. He proceeded to stare at her as he walked away. It was a rather odd encounter, I think there may be a little more to this story than meets the eye.

I am sure there are more details to this story and I am sure that head office will release a statement.

Here's what bothers me most about this story because I seen this over and over at different venues. In this case, I am not sure if this applies, but I have a feeling it does. If it doesn't, let's just say I am venting.

Young people are put into positions of authority without being trained about the intricate and complex knowledge of being subtle yet firm. They are trained about the "how to" of performing their duties but have yet to develop that sixth sense about how to deal with difficult situations in an appropriate manner. I have seen it in restaurants, clothing stores especially, the gas bars and more. They are given the title, a small promotion and increase in salary, but the company does not, unfortunately train them on how to be a manager. Too bad. Asa mangaer, back in the day, I was provided intense training on how to provide service to all kinds of customers wo came through our doors. It didn't matter how rude, ignorant or poor they were, they were the customer. When their request was preposterious, I was trained on how to be firm and allow the customer to at least save face. It took time and it took quite a bit of patience, but in the end, we had a steady stream of loyal customers and we had employees who went on to other positions and careers and who could hand tough on the job situations.

Regardless of the 'other side of the story' I'm sure the 27 year old manager had a different method he could have used with such an elderly man. I'm sure this guy wasn't going to 'dine and dash' - How fast could he really go? Pizza Hut buffet is all of $10 tops - big deal! Hope this shows the restaurant manager a little lesson. HANDS OFF!

forcing a senior citizen to the ground because he didn't pay his bill? Yeah unless this guy had a major ego trip at decided to be the "judge" of pizza hut...I really think there's more to this story then whats been said.

Now of course it could be the guy just was having the worst day on his life and the manager decided to take it out on someone else. But i'd be interested in knowing what this witness had said to the free press aside from the one line of "the manager was arrested". So as a tribute to the free presses un-waiviering commitment to continue to provide the truth in a factual and timely manner I suggest a follow up with more info on this man's ordeal at pizza hut

Only one side here!
I'm sure it was not warranted, but you can't base a verdict from one side of the story!

Wow, only reporting one side of the story, makes you want to speculate on the motivation for this forceful behavior... Feel sorry for this gentleman but this situation smells [edited: baseless accusation] These are crazy economic times leading to crazy actions...

I too believe there is another side to this story. I also work with customers and it's the hardest job I have ever had. Looking to get out now asap. I would think the manager had another of some antics we know nothing about. But...I agree this kind of action is criminal and wrong. Especially to a senior. The manager should not get a job again as a manager!

Something is not right. There is gotta be more to this story than what is not written here.

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I can see why he would go back. That lunch buffet is delicious!

I, in no way condone this person's actions, but my guess there's another side to this story that provoked the physical response. Be interesting to know what that is.

Would like to hear the "other " side of the story !!!!!

There appears to be more to this story than I read here.

what the h-e-double hockey sticks... Seriously? Someone would seriously do that to another person in a restaurant over payment for a meal? REALLY? Good lord...

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