Disability – Is it a problem for your company?

By Susan Patrick

For many companies, it is a real problem when they have to deal with disabled people, but it doesn’t have to be.

Knowing how to approach people who are disabled, irrespective of their disability, may be the start of a “beautiful” love affair, because if the service offered is right, disabled people (and those who are non-disabled) will return again and again to buy your products, services, goods, and/or use your facilities.

Service in this day and age is extremely important if you want to increase your bottom line (or even maintain it)! People want to be treated as if they are your one and only customer and that you and your staff are there for them and them alone. Staff training is where it starts. If you don’t spend sufficient time with your staff, either when they are inducted or with continuing or ongoing training, standards slip. Once they slip below an acceptable standard, you will lose customers. Training of staff in how to handle disabled people is extremely important. Get it right for them and you will get it right for others. For instance, if someone were to come into your premises that had a large strawberry birthmark on their face or someone like Simon Weston who was seriously burnt during the Falklands War, the normal reaction by someone when they first see that person is to drop their jaw! What you should try to do is to control your own natural reaction, look them in the eye, and smile a warm welcoming smile. This will immediately help to put the individual at ease and they will be less likely to feel embarrassed at the way they look.

Another example is when you first meet someone who is deaf or hard of hearing, the natural reaction is to shout. How many of you have done that in the past? Be honest. I would think that everyone has done that at one time or another – but these people are not stupid, they haven’t lost their marbles, they just have a disability that may cause communication barriers if not treated in the right way. If you face them so that any light falls on your face (even if you can’t sign – and it may not be their first language) they will have the opportunity to lip read. They may also have a companion with them who does sign, so again don’t block that person however inadvertently, from being seen by the person who is deaf.

I could go on further and in more detail, but I recommend you read my newsletters each month. Go to my website http://www.smpconsultancy.com/ and sign up to the newsletters - whilst you are there have a look round the site. I hope you will find it interesting.

Susan Pattrick
Director SMP Consultancy Ltd