Those of you who have followed me will know that I am A Mac!
This came about long before the iPhone, long before even the iPod. This came from the days (way back when) a Mac was used for all things design and a PC was used for all things administrative.
Being that my Honours Degree is in Design Studies and a large part of that was graphic design, I got through university with a G4 (the most powerful Mac of its time)
The whole idea of an iPhone scared me, how could a visually impaired person use a phone without a keypad? It was only once Nokia decided to remove Nuanse Talks from its new phones that I was forced towards the iPhone…… And I got on with it very easily, very easily indeed.
So, when my partner at the time had a bit of a payout, he bought me an iPad. I loved it, it was fantastic and for the past few years with a wireless keyboard I have used this more than my MacBook Pro.
So, it wouldn’t surprise you that I took it into the garden to do some work. Only to drop it!
It hit the patio with a thump and the screen broke….. I cried….. I screamed at myself….. And then I began to panic, thankfully everything on my iPad was backed up to iCloud, but how would I be able to buy a new one? How would I manage without it?
Then, thankfully, I remembered that it was one of the items I had specified on my home insurance. So, a relitively painless phone call later, the call handler informed me that it was indeed covered on my insurance and for the price of my excess, I would receive a new iPad Air within 7-10 working days!
That was the longest 2 weeks of my life, although the newer versions of iPad do not have the same weight to them of the older versions….. So am trying to get so used to how light it feels !!
Since it arrived though, I have turned on the voiceover and apart from when the kids are using it for ‘bug club’ or ‘mathletics’ EVERYTHING I do on is accessible and audio based.
This blog isn’t to anger you, it isn’t to slate a company, thankfully it was all due to the opinion of a minority. My reason for sharing is to give the FULL picture of the whole situation.
And hopefully, a small part of me hopes that this reaches someone who may not have a good understanding of ‘blindness’ – This may help to educate about how ‘off-hand comments’ may have a much greater effect.
How it all started….. I had a rare Saturday to myself, no plans, no children and as the sun was shining, I was up early and feeling ready to make the most of the day.
So, off to Whiteley I went; it’s not the easiest of places to get to if you don’t drive, but with the sun shining I didn’t mind the 20 minute walk from the station, I also knew that Mizz Fizz would enjoy the long leg stretch.
Being just after 9am when we arrived it was lovely and quiet, perfect for me, it meant I could ‘mooch’ about, take my time and know that it wouldn’t be too busy.
When training with a guide dog, my GDMI explained that shops can be difficult for a guide dog to work, many factors add to this, the smaller spaces, the extra obstacles and mostly ME. As everyone does, when I shop I am constantly starting and stopping…. That can be a real struggle for a guide dog, so it is advised that if I can (in that I feel safe doing so) I should drop harness and walk with Fizz on her lead. This means she can relax, not become stressed by the situation and I can take my time.
I went to a shop I LOVE, there is stationary, gifts, nic-nacs and most of all; being a large chain, the layout is pretty much the same whether you’re in a London store or as I was, in Whiteley.
This ‘familiarity’ is a great help to me. So…. In we went and down went the harness. I was able to use the quietness of the store to focus in on the colourful displays, a member of staff came over to ask if he could be of assistance. “Thanks for the offer, but I’m just having a look around.” Was my polite reply. And off he went.
I moved around a display and that was when I caught his conversation with his colleague.
And I found myself almost frozen to the spot in shock. I wanted to run out of the store, but curiosity also made me want to stay and hear it all.
“I have never seen a proper blind person with a guide dog, she can clearly see, she isn’t even using the dog, she’s picking up things and having a good look at them.”
“I think it’s all a con so people can just bring their pet dogs into the shops.”
His colleague was clearly trying to hush him, he was talking in a quieter whisper, but as my eyes fail me, my ears pick up the slack….. Hence how I was able to hear this.
I did move away, to pick up a gift for a friend, I then went up to the counter to pay for my purchases. I was hoping I would be served by his colleague, but sadly it was not to be.
He made small talk while he served me, asking my plans for the day and such. It took a lot for me to talk and smile as if I had not heard a thing, but I did.
I managed to keep it together until reaching a coffee shop, where I found myself shaken and beginning to feel angry. Not with his comments, but with my inability to say something, to stand up.
So instead I sat down with a coffee and put the words down in an email.
I was a wreck, so much so I will share with you how personal and detailed I found myself becoming in my email.
Please bear with me, it’s quite lengthy !!
Hello. Allow me to introduce myself, I am a bit of a stationary addict who happens to be visually impaired and relies on my faithful guide dog Fizz to allow me to live my life to the fullest. Today I visited your Whiteley store to have a good ‘look’ around and pick up some gift wrap.
I was approached by a member of staff and asked if I would like any assistance, I said thanks, but that I was ok for now. He left and returned to his colleague at the counter, I continued to look around he store, when I overheard his conversation.
This caused me great upset, but I am also stubborn and was not going to let it show that I had heard. I purchased some gift wrap and on my receipt the name of my server was *********
I have a visual impairment, but where my eyes fail me, my ears step up, this mixed with it being an incredibly quiet store I heard him speak (even though I think he thought it was a whisper)
He was talking to his colleague about how he felt it was all a con, he had never seen a real blind person in the store with a guide dog, she (me I assume) is looking at things, walking around, she isn’t blind, she just wants to bring her pet dog in.
His colleague did try to quiet him, without luck. And I moved away so that I could hide my upset at his accusations.
I am sat with a coffee and voiceover on my phone typing this email. And still feeling sick, I am not one for confrontation, so am writing this email instead.
I am visually impaired, I am registered as disabled and the class of my registration is ‘severely sight impaired’ I have a condition that I have less than 6% of my vision left, which means I have pretty much no peripheral sight. Today I was wearing glasses, these are just to help reduce the glare from the bright sunny day. The sight I do have left does not enable me to read the top line on the eye chart at the hospital, where I go annually to have my degenerate condition monitored.
I should not need to be explaining any of this to you, yet I am.
In a shop environment I focus in on colour and in a store such as ********** I find the layout with the big tables and shelving units very easy to negotiate, it can be hard in any shop to work a guide dog (this is where I am holding both the lead and the harness) this is as it is usually a narrower space and one that she would struggle with. So I take it slowly and just hold her lead.
I did appreciate the initial offer of help, and many times when help is offered I will accept it, but on a day when it is quiet and I am able to ‘mooch about’ like others I do.
I will not be returning to your Whiteley store. I find it hard that at a time when access for working dogs is not just legislation, but actually forms part of the 2010 law on disability discrimination that someone would feel the need to even question my need for such a mobility aid, all be it a four pawed breathing, thinking mobility aid.
Very few of the 50,000 guide dog owners in the uk have no usable vision, as a person who will one day most likely lose even the little bit I have, I want to be able to keep my independence and freedom. I enjoy shopping and today I have been deeply upset and angered by the conversation and judgemental attitude of your staff.
I would like for a senior member of staff to speak him and make him aware of the impact on his comments. I will be sending a copy of this email to my local guide dog mobility team.
It was very difficult for me to make small talk when he served me, he has completely ruined my experience and made me feel like I don’t have the right to be independent.
I shall now be going home instead of continuing with my day, I will also be reflecting on this incident and when I am not as emotional shall write about it in my blog (address below)
Thank you for taking the time to read my email, I would appreciate hearing an explanation of the situation.
I have removed details of the store and servers name….. The reason for this is because of the response I have had from my email.
The Customer service team promptly replied informing me that my email had been passed to senior staff and that a full investigation would soon be started. The customer service team reassured me that they were horrified on my behalf for the situation I experienced and wished to ensure that this didn’t happen again to me or any other customer.
I received several emails updating me and then came the one where they asked for my telephone number. This was so that a company director could call me to ensure that I was ok.
It made me nervous and anxious, but I gave my number and awaited the call. I have never had this response to a customer complaint before and didn’t know what to expect.
The following day the director called, he was a very kind and friendly gentleman, he apologised profusely on behalf of the company, he explained that is was not the ‘company opinion’ and I did say I was aware that by the tone aid the store staff member that this was clearly HIS opinion. The director asked me if I would give the combat a second chance? Would I shop in a different one of their stores, he fully understood that I wasn’t happy to return to the store in Whiteley. He said that he had not as yet spoke to the staff member, he was awaiting a report by the area manager who would be conducting the investigation personally.
The director didn’t quiz me (which was what I expected) He just kept apologising for the way in which I had been treated.
He thanked me for taking his call and said that I would be updated as and when the investigation was concluded.
His call was followed up by an email for customer service asking for my address, so that a ‘good will’ gift could be sent to me. I had explained o the phone, that I didn’t do any of this to get something in return, which the director said he understood, but he appreciated me sharing my experience with him and the company. Several weeks later an email arrived, (without going into details) stating that following a full and thorough investigation, the appropriate actions had been taken.
AND IT IS FOR THIS FOLLOW UP BY BOTH CUSTOMER SERVICE AND THE COMPANY DIRECTOR THAT I AM NOT NAMING NAMES.
I wanted to share my experience so that others were aware, how an ‘of Han:’ .omment can caus3 great upset to others.
19.30 ….. The time has come, the big event of my year is just one sleep away.
Tomorrow sees me return to the London O2 in North Greenwich, this time to see a very different performance in the act Muse.
I am currently laid on the bed in my hotel room, with a view (via the zoom view on my camera) of the O2 just across the river. And the excitement is building….. Especially as when the traffic noise dies down; I can hear the sound check!
This is set to be a very ‘visual’ gig. So I have my faithful friend and PA Simon with me to support me. Unlike my trip to see Adele, this time I have bought my guiding girl Fizz with me, as I am away for a few days I wanted to be able to feel confident and comfortable while we are out tomorrow before the gig.
So, I have arranged with the accessibility team at the O2 to ensure that she will be well looked after. This is the bit I am nervous about, how do they ‘look after’ her?
But for now off to sleep so we can enjoy a full day out tomorrow.
07.00….. Awake a breakfast eaten, I am thinking I am maybe just a little bit excited !!!
First, we are off to Stratford for the day, last night we grabbed the tube and went for a walk around the Olympic Park, but Sam hoping to go back today to ‘see’ it in daylight. Simon was very fortunate to be one of the volunteers involved with the opening ceremony for the Olympics I’m 2012…. So, who better to be my guide?
The weather was interesting…. Bright blue sky, that thick black clouds. Here is the photo of what things looked like when we arrived it Stratford, we then went into the shopping centre and when we came out again, the sun was shining, yet the ground was soaked.
I had chosen the hotel for the ease of travelling to the O2, it was just one tube journey away. After our day out, we got ready and left early to get to there with plenty of time. As the tube got closer, more and more people joined the train and the buzz was so calm and yet exciting. Fizz was calm and happy with the added attention she was getting each time someone got on or off.
I have previously visited the O2 (for dinner) with Fizz in the past, so she knew the route and remembered it well. She was a star, the crowds were large, however she took it all in her stride and expertly Weaved her way through, I think even Simon was amazed by her work. She was amazing and her skills were being put to good use, making it a much calmer experience for me. And most of all, she was also enjoying the challenge.
The O2 isn’t just s concert venue, it’s a centre of entertainment, there are masses of restaurants, bars, coffee shops, a bowling alley and even a multi-screen cinema! So, on entering we went for a drink, it was very busy, but not manic and we had kind of expected it. Once the doors opened to the arena. I had been advised that I needed to take Mizz Fizz to the customer service desk, where we would find assistance. This was when we found our ‘ANGEL’ literally, it was a friendly member of the O2 staff, who had huge beautiful white wings made of feathers on her back. She showed us which entrance that we were needing to go in to get to our seats, before taking us to the customer team, she introduced me to the senior member of staff, who had been expecting Fizz. She took my contact details and introduced me to the male member of staff who would be Fizz’s guardian while we enjoyed the concert. He would be taking her to a carpeted sound proofed room above the arena, she would be offered water and he would take her out for a short walk to enable her to go to the toilet. I had bought w toy and treats with us, so that she would enjoy her experience.
Then information the staff gave me was a complete surprise and not something that I had thought of, but clearly it was a point that the staff were aware of, it wasn’t anything bad or of a concern, it was actually a great benefit.
Towards the end of the gig, a member of staff would walk Fizz to the entrance to the arena that we would be leaving by, this was so that we would be able to leave straight away, without having to battle amongst the crowds.
So, with fizz taken care of, Simon guided me to our seats and we were ready for the show!
i could easily fill this post with photos of the show, I could bore you all with the enjoyment of the show….. I won’t, I will just say that I was amazed at how visual and precise the lighting was I was able to enjoy myself, the sound quality was spot on, I could clearly hear each word, for everything else I was able to use my phone to view, photograph and film. For my own enjoyment later, not for sharing around. So I have just end added one.
It all ended too quickly, it felt like we had been in there only an hour, rather than nearer three.
Muse had left the stage, the lights went on and all of a sudden I was aware of the sniff of Fizz behind me…. She had dragged her handler in through the doors as soon as they were open. She, never being there before, came straight to us. This was brilliant, as I had her harness with me, we were ready to leave.
…… Filled with memories that will never leave, even if my sight does.
So…. Following on from This gal is off to a Gig, I am sure you have all been waiting with great antisipation to hear my update of The O2. I honestly don’t know what I can say, I was absolutely blown away.
We weren’t in any ‘special’ seating, we were in ZZ and oh my, that may sound terrible, but it was actually brilliant.
We walked in to the arena and our seats were on that very level on the left, no stairs, no panic over how the hell I was going to walk down amongst crowds of people. All we had to do was shuffle along in front of people who had already taken their seats and we were there.
I was far too nervous to need the loo! Even with the Vente Starbucks and the best part of 2 bottles of rosé…. I just wanted to watch it. (I know I mostly listened, but the term ‘watching’ is part of my vocabulary. Just like ‘I’ll see you later’ even though it will be a very long time if ever that I actually SEE them!)
….. I hate those people who go to a gig and then watch it through the tiny screen on their phones, but tonight that was me! Not for the whole gig, but definitely for the beginning, for the ‘pre show’ sitting down bit.
I wasn’t recording it, I was able to take the odd snap and look at it, the set up was amazing though.
As my photos show, we were high up, but with the big screen (and the use of my iPhone) where we sat was irrelevant.
Going to the gig was more about the atmosphere, the unexpected and the ‘live-ness’ of it all.
Adele probably has one of the most powerful voices of this age, she knows how to sing… She also knows how to talk to the crowd, in a way that makes you feel that you are at an intimate location, not sat in the O2 with 20,000 plus other people. I guess being from London herself, she felt more relaxed in her surroundings. She didn’t just sing though, she performed to the crowd. Those sat close enough got involved, including two little girls who were 7 and 8.
There were two parts to her ‘stage’ She initially came up out of a box on the centre of the arena before moving to the large stage. She then moved back to be centre stage, to me a small dot of lights was all that enable me to see this, until she was encased in a curtain…. That was when I got to see her, properly see her.
As the photo shows, she is projected up onto each of the four sides, she joked that she shouldn’t spin around, before doing just that…. Because it would make the audience dizzy and feel sick!
The whole event was amazing, the atmosphere was brilliant and when I began to get nervous about leaving, the staff were quickly on hand to help (while also checking out that my cane wasn’t some sort of weapon!)
I am even more excited now about returning next month to see Muse! This time with Mizz Fizz who will be escorted out of the arena after I have been seated to spend her evening with the management team….. In an ‘almost’ sound proof office!
My whole reason for writing this blog is to raise awareness, share some of the crazy hiccups that occur along the way on my journey in a world of sight loss.
I enjoy campaigning about issues that I found myself affected by. So, way back in September I supported Guide Dogs on a campaign day collecting signatures for a petition to ‘The Big 5.’ For which I wrote a one off blog for guidedog.org.uk, which is linked below.
Today is the day when Adrian Chiles, Joey Essex & many more British celebs get to meet with my gorgeous guiding girl Vicky Osborne. Tonight we join other wonderful guide dog partnerships, volunteers and staff to celebrate their achievements. In addition to the achievement that all 45,000 partnerships & 4,000 pups in training will have. To some, “they are just dogs” but to me and other GDO’s they are our independence, our guides, our eyes.
I for one as a VIP, would not even consider the train & tube journey to London today. But as a team, together, me & Vicky will fathom out Victoria station some how. And regardless of the results of tonight’s awards, she is my guiding girl, without whom I wouldn’t be half the gal I am today.
10.39
Warm, almost empty train… And off we go!!!
Whether it is a blind persons thing or any traveller. My bag has been checked, checked and checked again for travel cards, purse, headphones and phone….. Then the case, for dog food, bed, bowl and finally phone charger!
So, one final check for my travel card & off we go…… Eek !!!
12.45
I haven’t travelled to London Victoria train station since I was a very small child, it seems just as big and scary a place now as it did then. I have the time of the next tube to get me to Kings Cross, but as the tubes run every few minutes and I am in now hurry. I set Vicky out to “find coffee”. Where she weaves me through crowds and shoppers to Starbucks. Such a refreshing break and decent coffee to plan how and what to do next.
First order on the agenda, loo for me, grass for Vicky!
Then off to Victoria Underground we go.
With the help of the underground staff and a turned off escalator we made it to our tube and along to Kings Cross.
Vicky was in her element with the crowds, tourists not knowing where they were or where they were going, she guided like a dream.
If only she could read street signs and it would have been an easy trip from the underground to the hotel.
As I have said before, I rely on maps on my phone, 3G signal was good, head phones were in one ear and I was ready to go….. GPS however had other ideas.
London Kings Cross area is surrounded in its fair share of tall buildings. St Pancras International being one, The British Library, then there is the clock tower at Kings Cross, the office buildings, the hotels and the apartments.
It was at this point I discovered that high/tall buildings and GPS don’t mix!
But then, one thing you can be almost certain of in London is a police man or 3… All of whom were willing to walk me the 5 minutes to the hotel. They appeared most put out when I said directions would do! So a quick ruffle of Vicky’s head and off we went.
The directions were spot on, but the guide dog sense was even better…. The arrival of not 1 but 7 guide dog puppies as we were on the approach to the hotel symbolised that we were in the right place, and Miss Vicky’s wage to revert to her (never-forgotten) puppy years was growing by the second.
The hotel was simple, clean and absolutely perfect for a vip like me, no fuss, no frills and no silly unnecessarily placed furniture. We checked in, put the tele on promptly fell asleep !!
Eek….. Waking with just an hour to go before set off for the dinner, I laid out my clothes. Only to discover that I had not packed my tights….. Double eek.
So, on went the harness and off we rushed back down the road to Kings Cross to find a chemist, easy enough surely? Ummm Nope!!
We made it to the chemist, we located the assistant and got the tights. Then upon leaving, the reality of it hit me. The light was going down, I was in London, not entirely sure of which street I had to take for the hotel and I only had 45 minutes to get back, shower and change before te coach left.
This was where Vicky came into her own. She seems to know what I wanted and where it was. So with a great tension on the harness I let her lead the way, through the crowds rushing in and out of the tube station, patiently waiting for the beep of the crossing despite others rushing through the traffic built up. We were off and in less than 8 minutes we were back at the hotel.
Quickest shower, hair dry and dress I have ever performed.
Quick brush of Vicky….. And we were ready !!
The only bonus of this mad panic was that the nerves I had been feeling all day had gone, I didn’t have the time to remember them. Thank goodness!
5.25pm
The coach is heading through bright coloured streets, flashes of Christmas decorations, The London Eye (I overheard someone say behind me say). Then we were at the Hilton. THE HILTON. The Christmas tree in reception was huge, thinking colours and lights. Guests were wandering around. People crowded around people asking for photos and autographs, while I found myself amongst the crowd, feeling the loneliest I have felt in a very long time. Oh, so very very alone.
A member of the guide dog team came into me, introduced themselves and offered me their arm. I was guided to the lift, up several floors and into an area with a coat check. Coat checked in, then the arm was offers again and I was walked into a large ball room, handed a glass of fizz and introduced to people who’s names I didn’t recognise and faces I couldn’t see.
It was a whirlwind of introductions, explanations of why I was there, what type of dog Vicky was and warm wishes of ‘good luck’ before being walked through to the main event. The stage was set with bright white Christmas trees, the room had a blue ice illumination to it and the tables were set with far too much cutlery and a very heavy, thick white table cloth.
The feeling of loneliness and dread filled me again, I felt myself beginning to feel anxious and clammy. That was when I found a trustee for guide dogs by my side pouring me a glass of water and reassuring me that they were there to help, with anything I should need.
I welcomed the water, quenching a thirst I wasn’t even aware of and then he offered to pour me a wine, white or red? Or both? I said I would never be able to see the white, so best make it a red.
And the rest of the evening was a whirlwind of fundraising, silly entertainment, singers and then …. The awards.
The first award was for an individual or group that had supported guide dogs, I don’t remember the name of the award. Because it was the moment I realised that Vicky wasn’t the winner of her category.
How did I know you ask?
It was simple, the winner of the first award had a short video all about what they’d had done.
I hadn’t done any video recordings.
I was gutted, so very very gutted.
