Welcoming Customers with a Disability during COVID-19

Being thankful is top of mind right now. We are thankful for our customers who support us through shopping for our products and services.

Let’s consider how the pandemic may have impacted our customers with a disability.

On a recent visit to my local branch bank, I saw this sign. Yes, we see this everywhere. But how does it feel to the person entering your business in a wheelchair or using a walker?

How much more welcoming would it be to see:

“Please wait here to maintain physical distancing.”

I’m on a crusade to use the terminology physical distancing instead of social distancing. We still need social connection even if we are saying good morning from 6 feet away. I mentioned this to the Bank Manager who quickly agreed that it was not welcoming to their customers in wheelchairs.

The Equality and Human Rights Commission provides more advice.

Look at your queuing system with fresh eyes—

• Ensure that any outdoor queuing system provides adequate seating if needed, as well as clear signs.

• Allow companions to shop with disabled customers.

• Think through the layout of your store to make sure any physical distancing measures haven’t affected any adjustments you have already made for disabled people, such as the width of aisles.

• Be aware that face masks and plastic screens make it harder for people to lip-read or hear what’s being said. Reducing background noise, such as piped music, becomes even more important.

Staff Training

Make sure your staff are aware of what you are doing, as well as what adjustments they need to make as they service customers with a disability.

In a team meeting ask what issues they’ve noticed customers have experienced and what has worked well in providing excellent customer service to these customers.

A big issue is how to handle the customer who says, “I don’t have to wear a face mask because of ___________” (fill in the blank).  Be sure your employees know your policy. One response is to advise about your take-out option or curbside pick-up.

Face covering policies change as the virus positivity rates increase and new information is learned about the transmission of the virus. Costco just announced that effective 11/16/20 “Members and guests must wear a face mask that covers their mouth and nose at all times. Individuals who are unable to wear a face mask due to a medical condition must wear a face shield.” Be sure your policy is also posted and kept current on your website so your communication is consistent.

Thank your customers for shopping with you and thank your employees for their hard work day in and day out to serve your customers and make your company great.