Delighting a customer with disability isn’t just about one visit. Providing consistently accessible service turns them into repeat customers, essential for the success of any small business.
Directly engaging customers with disability for feedback is invaluable. Their insights help you continually refine your offerings and demonstrate your willingness to improve.
People with disability are well-connected within their communities. Delivering excellent service generates positive word-of-mouth and powerful referrals you simply can’t buy.
When customers with disability become passionate advocates, they open the door to a whole new market segment – their friends, families, and wider community who see your business as inclusive and welcoming.
Case studies are extremely beneficial to me. If you can find a person who will describe their general disability and give a quick testimonial, that counts for a lot.
“Hi, I’m Andy, powered wheelchair user. I stayed for a week at the Retreat with my carer and family. The rooms and bathrooms were easily accessible and access to the restaurant and common areas was straightforward. They had a pivot sling hoist (125 kg limit) and slings on-site, so I did not need to bring my own, and it was easy to manoeuvre under the bed with that hoist. You will need to bring your own shower chair, however. I highly recommend the Retreat and if you have any questions just call Gary, the owner or Pamela the housekeeper and they’ll get you sorted.”
That short review will tell anyone with complex needs that they don’t need to bring their own equipment (hoist and slings), the equipment required will fit the location, various amenities are accessible and the proprietor has given a great deal of thought to disabled access. A lot of people would be much more likely to take a chance on that accommodation.
Andy, wheelchair user
Here are tangible ways to nurture these relationships and turn your inclusivity efforts into repeat business.
Create multiple channels for customers with disability to share their experiences, ensuring their input helps shape future improvements.
Reward repeat customers and their companions, demonstrating your commitment to making your experiences accessible to all.
Provide platforms for customers with disability to share their stories, amplifying authentic voices and reaching a wider audience.
I rely on word of mouth for accessibility information. If people share their positive experiences, it encourages me to visit those places too.
Joan, traveller with a wheelchair
It’s vital that venues are responsive to feedback from families and carers. Knowing that a venue is open to discussing and adapting to our needs makes all the difference.
Alyce, person supporting family member with a disability
In summary, for people with disability to have a positive experience with your small business after receiving a product or service, several needs should be met:
Feedback is essential. After giving feedback about not being able to see a show properly, the venue made improvements, which enhanced my experience significantly.
Robert
