Service Dog Controversy in Portsmouth is a Learning Lesson for Everyone

A story about confusion between a Japanese restaurant in Downtown Portsmouth and veteran with PTSD is attracting internet hate.

Headlines are powerful because most people don't read past them.

A shining example of this is the controversy that happened over the weekend from a story published by The Seacoast Online. The headline proclaims "Restaurant boots veteran due to service dog," a statement that is sure to get the pitchforks into the hands of a lynch mob fast.

Here is the summary: According to the news reports, veteran Brian Zagata tried to enter Domo Japanese Cuisine in Portsmouth on March 5 with his service dog, Franklin. The restaurant refused to let the dog come in, even after Brian showed that he is a service dog and is legally allowed to accompany him into their business. The group left the restaurant and dined elsewhere. The manager claims that he did not know about the law and didn't have time to check on it. Brian and his party were rightfully upset over the encounter and his story goes on to be published in the local newspaper.

Now, there are two ways one can interpret this story:

A. It was an unfortunate situation that serves as a reminder that there are people who truly need help in ways that may not be understood by everyone.

B. This business hates veterans and America as we know it.

I choose option "A," but there are plenty of Keyboard Warriors out there who chose option "B" and have said some pretty nasty things about Domo online. Individuals are leaving nasty reviews, insulting comments and harassing phone messages in response to the story.

"SHAME ON YOU!!!! Embarrass another human being like that and a Veteran as well!!! Ignorance is never an excuse! You may aplogize (sic) all you want but it is still remains inexcusable.

I REALLY REALLY hope you go out of business!!!!! Shameful what you did!!!!!

Yikes.

I've covered many local controversies in my time reporting and know that a news article can tell most of the story, but not all of it. Readers will get facts, hopefully the right ones, and opinions from both sides. The thing is that most all of us were not there when it happened and do not currently have the ability to read a person's mind and intentions.

I'm not an expert on health codes in restaurants, but see that there are some restrictions involving animals being present. There is an exception for service animals, but a dining establishment may not be aware of this.

I've also never needed a service dog, but can understand the bond formed between the animal and the person who truly needs them. It must be incredibly frustrating to just want to feel safe and have to deal with situations like this. He served our country and just wants to go on living a normal life as a happy, healthy human being.

When I read the story, I imagined a restaurant having a busy Saturday night and a decent guy just looking to have dinner with a group of friends. One is frustrated trying to operate a business and coming across an unknown situation, and the other is frustrated that he is not allowed into a restaurant with a companion he relies on.

Did the people at the restaurant make a mistake? Absolutely. Hopefully now more restaurants learn the laws around service animals and why they are important.

I've eaten at Domo plenty of times and have always had a great experience (especially love their Spicy Girl sushi.) I also know Brian from when he was my fitness coach for a few months and I remember him being a really chill guy. Neither of them deserve hate for trying to do what they think is best.

Again, minds can't be read, but I imagine that Brian really just wants people to understand the need for service dogs. I wasn't aware of laws around service animals before, but will know the next time somebody walks into a restaurant with a pet. I learned something new and now Domo knows how to handle people with service animals.

Veterans need to be taken care of, especially when they become physically or mentally disabled from their service. They have done their job and we need to show them support for it. While internet trolls who might agree with this are calling for the restaurant to be shut down, I have to imagine that is not something either side in this wants to happen.

I guess my point is that we need to tone down our reaction to stories on social media and think about situations from both sides. Headlines are dangerous because they spread so easily, but sometimes facts and reason don't always follow. A person can see a headline like the this one and think the worst from a simple misunderstanding.

I am positive that the people at Domo truly regret the situation and just want to move on. Domo posted the following apology on Sunday:

I suggest everyone local go try out Domo sometime and see for yourself what kind of place it is. Then go learn more about the service dog program that Brian is involved with (Operation Delta Dog) and send them a donation. You have now had some great sushi, helped a good cause and turned a negative story into a positive one.

That probably feels much better than mindlessly attacking people on the internet, doesn't it?