>>Convenience is the clue, says Anne McGuire, parliamentary under secretary for Disabled People
What’s the secret to convenience store success? The experts will tell you that, as with any small business, it’s a lot of hard work, good planning and attention to detail. I would suggest, however, that in addition, there’s also a big clue in the name itself: convenience.
Small grocers and local stores win and keep customers by being open, by making sure customers can find what they want and by providing good customer service.
Unfortunately, many stores are not so convenient if you’re disabled. Without accessibility, it’s easy to see why some customers might shop elsewhere and why a business might suffer.
There are millions of disabled people in Britain who, along with friends, families and carers, represent an annual spending power of billions of pounds. There are disabled people with the skills and experience to bring something extra to any store.
Under the Disability Discrimination Act, if you provide goods or services to the public you need to make reasonable changes to ensure that you do not discriminate against disabled people.
And if you’re an employer, then you need to think about the needs of disabled people who already work for you or want to.
Note the word reasonable, because it’s important. The government knows that small business success is essential to Britain’s economy. We’re working to make life better for everyone, not to make it more difficult for small business.
Forget the scare stories - of course, we’re not asking every small corner store in Britain to remodel buildings and install accessible lifts. However, we are asking all businesses to consider how their stores or services could reasonably be made more open to disabled people.
We’re talking about the straightforward, commonsense adjustments that can make your
business accessible to everyone.
It doesn’t have to cost a lot; in fact, some adjustments cost nothing at all - it can be as simple as changing the way you stack your shelves, for example.
Consider the layout of your store - is the shop floor clutter-free and arranged to ensure that aisles afford as much space as possible? Wider aisles aren’t just better for those with mobility impairments, they’re a big help to people pushing buggies or carrying shopping bags too. Are your most popular products stacked within easy reach and are your signs, including prices, clear and easy to read?
Is a chair available for customers, such as those with MS, who might have difficulty standing for long periods?
Are staff trained to assist disabled people, whether it’s someone with a learning disability, a mental health condition, poor mobility or a hearing or sight impairment?
You might be surprised at how many customers really appreciate some simple assistance, from help with handling money to ensuring that shopping is packed in a way that is easiest for them to carry.
If you have disabled staff, would flexible working hours enable them to manage their condition and do the job? Could someone sit, rather than stand, to carry out certain tasks such as serving at the till? All over the UK we’ve been finding evidence of how being reasonable is paying off for small retail operators.
There’s a pet shop that’s put in chairs for those unable to stand for long periods; a butcher’s shop is offering an online ordering service; a newsagent is installing a new, lower counter; a key-cutting shop is replacing entrance stairs with a removable ramp. All these businesses have looked at what reasonable adjustments they could make - and attracted new customers as a result.
Few businesses know better than c-stores the importance of meeting the needs of the local community. Being accessible makes any store more attractive - not just to the disabled, but to all customers. Make sure your business is open to all today.
What’s the secret to convenience store success? The experts will tell you that, as with any small business, it’s a lot of hard work, good planning and attention to detail. I would suggest, however, that in addition, there’s also a big clue in the name itself: convenience.
Small grocers and local stores win and keep customers by being open, by making sure customers can find what they want and by providing good customer service.
Unfortunately, many stores are not so convenient if you’re disabled. Without accessibility, it’s easy to see why some customers might shop elsewhere and why a business might suffer.
There are millions of disabled people in Britain who, along with friends, families and carers, represent an annual spending power of billions of pounds. There are disabled people with the skills and experience to bring something extra to any store.
Under the Disability Discrimination Act, if you provide goods or services to the public you need to make reasonable changes to ensure that you do not discriminate against disabled people.
And if you’re an employer, then you need to think about the needs of disabled people who already work for you or want to.
Note the word reasonable, because it’s important. The government knows that small business success is essential to Britain’s economy. We’re working to make life better for everyone, not to make it more difficult for small business.
Forget the scare stories - of course, we’re not asking every small corner store in Britain to remodel buildings and install accessible lifts. However, we are asking all businesses to consider how their stores or services could reasonably be made more open to disabled people.
We’re talking about the straightforward, commonsense adjustments that can make your
business accessible to everyone.
It doesn’t have to cost a lot; in fact, some adjustments cost nothing at all - it can be as simple as changing the way you stack your shelves, for example.
Consider the layout of your store - is the shop floor clutter-free and arranged to ensure that aisles afford as much space as possible? Wider aisles aren’t just better for those with mobility impairments, they’re a big help to people pushing buggies or carrying shopping bags too. Are your most popular products stacked within easy reach and are your signs, including prices, clear and easy to read?
Is a chair available for customers, such as those with MS, who might have difficulty standing for long periods?
Are staff trained to assist disabled people, whether it’s someone with a learning disability, a mental health condition, poor mobility or a hearing or sight impairment?
You might be surprised at how many customers really appreciate some simple assistance, from help with handling money to ensuring that shopping is packed in a way that is easiest for them to carry.
If you have disabled staff, would flexible working hours enable them to manage their condition and do the job? Could someone sit, rather than stand, to carry out certain tasks such as serving at the till? All over the UK we’ve been finding evidence of how being reasonable is paying off for small retail operators.
There’s a pet shop that’s put in chairs for those unable to stand for long periods; a butcher’s shop is offering an online ordering service; a newsagent is installing a new, lower counter; a key-cutting shop is replacing entrance stairs with a removable ramp. All these businesses have looked at what reasonable adjustments they could make - and attracted new customers as a result.
Few businesses know better than c-stores the importance of meeting the needs of the local community. Being accessible makes any store more attractive - not just to the disabled, but to all customers. Make sure your business is open to all today.
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