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Accessibility for Ontarians with Disabilities Act, 2005
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Accessibility Standards for Customer Service
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Policy and Guidelines on Disability
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How to Welcome Customers with Disabilities

Did you know:
  • that just over 15.5% of Ontarians have a disability?
  • woman in wheelchair
  • That is 1 in every 7 Ontarians, and as the population ages, that number will grow.
  • People with disabilities travel, shop and do business in your community with their friends and families, just like everyone else. By providing service that welcomes people with disabilities, you can offer better service to everyone.
  • Treating all your customers with individual respect and courtesy is at the heart of excellent customer service.
  • sign - it's about dignity
  • You can broaden your customer base by welcoming everyone to your store, restaurant or services, including customers with disabilities.
  • By learning how to serve people with disabilities, you can attract more customers and improve your service to everyone.
Here are some ways you can provide better service to your customers with disabilities:
  • Treat people with disabilities with the same respect and consideration you have for everyone else.
  • Patience, optimism, and a willingness to find a way to communicate are your best tools.
  • Smile, relax, and keep in mind that people with disabilities are just people.
  • Donít make assumptions about what type of disability or disabilities a person has.
  • woman and child in wheelchair
  • Take the time to get to know your customersí needs.
  • People with some kinds of disabilities may take a little longer to understand and respond.
  • If you're not sure what to do, ask your customer, "May I help you?"
  • If you canít understand what someone is saying, just politely ask again.
  • Ask before you offer to help ó donít just jump in.
  • Your customers with disabilities know if they need help and how you can provide it.
  • Find a good way to communicate. A good start is to listen carefully.
  • Look at your customer, but donít stare.
  • Speak directly to a person with a disability, not to their interpreter or someone who is with them.
  • Use plain language.
  • woman in wheelchair
  • Donít touch or address service animals Ė they are working and have to pay attention at all times.
  • Ask permission before touching a wheelchair or a piece of equipment.
Tips on serving customers with physical disabilities
  • There are many types and degrees of physical disabilities, and not all require a wheelchair.
  • People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting.
  • woman in wheelchair
  • It may be difficult to identify a person with a physical disability.
  • Speak normally and directly to your customer. Donít speak to someone who is with them.
  • People with physical disabilities often have their own ways of doing things.
  • Ask before you help.
  • Be patient. Customers will identify their needs to you.
  • Don't touch assistive devices, including wheelchairs, unnecessarily unless itís an emergency.
  • Provide your customer information about accessible features of the immediate environment (automatic doors, accessible washrooms, etc.).
  • Remove obstacles and rearrange furniture to ensure clear passage.



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