Enabling customers

Many people fear causing offence or embarrassment when communicating with disabled people. Not knowing how to interact is understandable, but you could easily find yourself not interacting at all, which doesn’t help your organisation or your visitors. Shape runs arts projects and training for disabled people and cultural organisations; we aim to boost people’s confidence in working with disabled people. The same customer service rules apply when you’re dealing with disabled people as with non-disabled people, but here are our top ten things to remember when welcoming disabled visitors:

1 Disabled people are people
Making customers feel welcome is your job. Treat disabled customers as you would treat anyone else. Make eye contact and smile. Greet them.

2 Understand disability
Disabled people don’t necessarily feel disabled by impairment, but by the barriers that society puts in their way. It’s not about what’s ‘wrong’ with someone, but what society can change to give people access to activities, events, venues and employment.

3 Be helpful
Don’t impose help: offer it as you would to any visitor. Just because a visitor has a visible disability doesn’t mean they need help, and not all disabilities are visible or physical.

4 Communicate directly
Don’t cover your mouth, and face your visitor whenever you can. Avoid turning away, use everyday words and try not to waffle. Point when giving directions – it’s useful. Don’t be afraid to write down key words, or use diagrams, maps or pictures.

5 Don’t be embarrassed
Most people will be frustrated if they don’t feel listened to. If you are having trouble understanding what a customer is saying, apologise and ask politely if they would mind repeating themselves. Check that you’ve understood by repeating the important points if necessary. Don’t be embarrassed, but this is your problem, not theirs. If a visitor is accompanied by a personal assistant or family member, try to communicate directly, not through their advocate.

6 Know your surroundings
Know your building and where everything is (not just the accessible loo). Know distances in metres not minutes. Look again at your building and think about what people with different access requirements might want to know.

7 Know your organisation
Know what equipment your organisation has that might make a disabled patron’s visit more pleasant. Have you got a wheelchair that someone could borrow? Do you know what kind of hearing loop you have? Do you offer British Sign Language interpreted performances or touch tours?

8 The customer is always right
Make your customer feel welcome. If there’s a request from a visitor, do what you can to make it happen. You won’t be setting a new policy, but perhaps making an exception to a rule for one visitor.

9 Except when they’re wrong
If any customer is rude, aggressive or unpleasant to staff, their behaviour is unacceptable, regardless of any disability. Be sure you and your staff are confident in dealing with inappropriate behaviour and in de-escalating problems.

10 Be confident
If your colleagues haven’t already had Disability Awareness and Customer Care training, book them on to the next available course. Make sure the training centres on discussion of people’s real-life experiences and finds realistic and creative
solutions.