Customers with Disabilities
(Photo by Dharitri Walia at Scopio)
At many businesses, customers who have disabilities are almost an afterthought. What if you’re blind and the bank’s automatic teller machine is designed for sighted people? What if you’re deaf and the order pickup counter is accustomed to calling out the names of customers when their order is ready?
Let’s turn that around and think about solutions instead of only about the problem.
Many businesses aren’t back to their 2019 level or are finding it tough to hold onto customers in a cost of living squeeze. Making the shop, bank, etc. easier for customers with disabilities can bring in new customers who tend to be loyal. This was already on the minds of some company executives before 2019 due to aging populations. It’s even more so now.
How could anyone do that?
Several years ago I met Gavin Neate. He’s a rare type of small business owner. He exudes passion for his cause rather than passion for doing business. His UK company Neatebox provides a couple of solutions to help make businesses and cities more disability-friendly.
A city can turn to Neatebox to allow people to use an app on their smartphone to “press the button” for pedestrian crosswalk controls and door openers.
You and I aren’t responsible for running a city, so let’s look at what a business or agency could do.
An organization can turn to Neatebox to make the entire client experience easier for not only for customers with disabilities, but also for the staff who interact with them. Click here to see an introductory video about the WelcoMe app.
The video doesn’t quite go into everything WelcoMe does.
Let’s say you’re a person who is mentally sharp and independent, but needs an electric wheelchair to get around. The van you drive is specially set up for people like you. It has reached an age where replacing it is more practical than keeping up with escalating repair bills. Over the phone, your bank agrees to provide the loan you need to replace your van, but you have to physically go to a branch office to sign paperwork.
The bank is a WelcoMe subscriber. They ask you to load the app on your smartphone, free of charge to you, and use it to book your appointment at the branch. They say your visit will be fine, wheelchair and all.
You’re skeptical. There is a step up at the door to get into the nearest branch, and it’s in a position where the bank wouldn’t be able to get permission to build a permanent ramp. But you give it a try.
At your end, setting up your profile is a little unusual because it asks about your special needs, but otherwise booking the appointment seems pretty much like booking in any other appointment-setting app.
At the bank’s end, it’s quite different. The staff get advance notice ahead of your planned arrival. WelcoMe even coaches them about what they need to do and anything special about how they should behave with you. Location services on your phone send a reminder to the bank when you get close and are just a few minutes away. When you reach the door, someone is waiting with a portable ramp they put in place so you can roll up and into the lobby. It works like portable ramps onto trains. The whole bank visit is smooth, in stark contrast to the frustration you’ve faced at some other places.
You’ll stick with that bank, won’t you?
Now that you have WelcoMe on your phone, you may even start using it to find shops near you that also subscribe. You understand now that those shops will make your visits as easy as they can.
People with disabilities learn which places are friendliest to their needs and avoid the ones that are difficult. If you want to be on their “friendly” list, WelcoMe is an example of ways to get there. Sometimes what’s needed isn’t an expensive remodeling job or dedicated resources. It’s just a little advance notice, a little coaching, one or two pieces of equipment that can be easily brought out when needed… simple, small things. That isn’t a high price for some of the most steadfast customers you could ever have.