Paul J Ralph, FRSA
Access and Inclusion Specialist
Creating an accessible customer experience

If you have people visiting or engaging with your business, organisation, or service are you catering for the needs of disabled clients?

Often it’s only when a disabled person attempts to use your service that you get a good evaluation of how well things work. Was it a good experience, did everything happen as expected, did your customer go away happy? Perhaps surprisingly, many places I visit have excellent facilities but didn't realise how good they were.

The question can sometimes be more complex as you could be missing the clients who attempted to use your service but things didn’t work out for them, they didn’t tell you about this, and they will not be coming back.
Photo: Paul and Ian visiting Edinburgh Fringe

An example of why this is important for you is drawn from one of our recent visits to a major tourist attraction:

The customer, who uses a wheelchair, came to the attraction. Before purchasing an entrance ticket to have a look around they wanted to visit the loo. The wheelchair access was good, as was general access, and the accessible toilet well signposted with plenty of space to approach. The door was locked and on waiting for fifteen minutes no one came out. It seemed that the door had been locked by staff, there was nobody nearby to ask, and the customer was desperate for the toilet. The end result was the customer leaving the attraction to find the nearest nearby accessible toilet. They did not go back to the tourist attraction …

Access Visits

It may be that you are not sure how well your premises work for the disabled visitor. Is it wheelchair friendly or does it work for visually impaired people for example.

My colleagues and I are happy to make a site visit and walk around with you to talk about the experience and see how it works for the disabled visitor. We can make suggestions and enjoy what you’ve done well.

Access Statements

Often business are nervous about creating Access Statements as they’re not too sure what to include or if they have said enough.

My colleagues and I are happy to read through your Access Statement and provide feedback on whether it is meaningful to a disabled customer or if there are things that can be added to make it even better.

Get in touch

If you would like to check out how your facilities work for the disabled visitor or want to chat about how we can work together then please get in touch …