Slide 1:
Seven Steps to Great Customer Service
Laurel Van Horn
Open Doors Organization
ADA Audio Conference Series
May 18, 2010

Slide 2:
Overview
The Disability Travel Market—ODO Research
Seven Steps to Great Customer Service
Fine Tune Your Property
Designate an Access Manager or Coordinator
Promote Your Accessibility
Educate Staff About Facilities and Services
Provide Disability Awareness Training
Meet Individual Needs
Resolve Complaints Promptly
Resources

Slide 3:
ODO Travel Market Studies
2002 and 2005
First-ever nationwide surveys on American travelers with disabilities
Conducted by Harris Interactive
Objectives
Measure travel frequency, expenditure and resources used to plan and book travel
Gauge experiences with airlines, airports, hotels, restaurants and car rental agencies (2005)
Determine obstacles encountered in travel and hospitality
Estimate market impact and potential

Slide 4:
ODO Research—General Travel
In 2005 69% of adults with disabilities (or 21 million people) had traveled at least once over the prior two years, vs. 71% in 2002.
On average they took 2 trips over the two-year period (63 million trips), mostly for pleasure.
As in 2002, there a subgroup of more frequent travelers– 20% of all adults with disabilities travel at least 6 times every two years.
In 2002, expenditure on travel totaled $27 billion over a two-year period or $13.5 billion annually

Slide 5:
ODO Research—Internet Use
When planning a trip, the Internet is an important resource for adults with disabilities.  Half of those who travel (51%) use the Internet to book their trips. 
According to Travel Industry Association, only 40% of the general public booked online in 2005
Almost half of travelers (43%) say they consult the Internet to support their disability-related travel needs.  For these travelers, the top ways they use the Internet are:
Finding and/or booking accessible hotels (57%);
Finding accessibility information about airlines (47%); and,
Finding accessible activities, tours, and attractions at their destination (47%).

Slide 6:
ODO Research—Hotels
In 2005, 52% of adults with disabilities had stayed in a hotel or other lodging during the two-year period (or 16.3 million hotel users), and 56% of their trips involved hotel stays.
Hotel users generally stay in hotels 3 times every two years (or 48.9 million visits).  This represents an increase from 2 times every two years in 2002.
Satisfaction with hotels increased from 2002. However, 60% of hotel users reported disability-related obstacles: physical (48%), service/personnel (45%) or communication-related (15%)

Slide 7:
ODO Research—Hotels
In 2002, expenditure on hotels totaled $8.3 billion over a two-year period or $4.2 billion annually
Hotel users say they would stay in hotels 2 more times per year if hotels were to accommodate their needs as a person with a disability.  This means that hotel spending could double if hotels were to make necessary accommodations
The top features or services that hotels would need to offer to encourage more frequent hotel stays are 1) rooms close to entrance, hotel restaurants and transportation and 2) more accommodating staff

Slide 8:
ODO Research – Restaurants
Adults with disabilities generally patronize fast food restaurants once per week, and casual restaurants and more formal restaurants less frequently.
Chart:
Fast Food Restaurants:
Percentage who patronize at least once a week
2002 – 53 percent
2005 – 50 percent
Median Personal Expenditures (of those who patronize restaurant)
Fast Food Restaurant - $5.00

Casual dining restaurants (e.g T.G.I. Friday’s or Outback)
2002 - 36 percent
2005 – 42 percent
Median Personal Expenditures (of those who patronize restaurant)
Casual dining Restaurant - $12.00

More Formal Restaurants:
Percentage who patronize at least once a week
2002 – 35 percent
2005 – 22 percent
Median Personal Expenditures (of those who patronize restaurant)
Formal dining Restaurant - $20.00

Slide 9:
In the 2005 ODO Study, two-thirds of adulats (64%) with disabilities encountered obstacles when eating out at restaurants:  physical (62%), service/personnel (27%) and communication-related (22%).
The most common complaint was lack of space between tables (40%)

Slide 10:
ODO Easy Access Guides
Easy Access Chicago
www.easyaccesschicago.org
Easy Access Springfield
www.easyaccessspringfield.org
Print copies: IL Office of Tourism
www.enjoyillinois.com/brochures  
(800) 226-6632 or 785-6055 TTY

Slide 11:
Seven Steps to Great Customer Service

Slide 12:
Step 1: Fine Tune Your Property
Many common barriers are often simple and inexpensive to fix
Heavy doors
2005 ODO Study—36% of respondents listed this as a barrier in hotels, 33% in restaurants
For exterior doors, add a door bell or an automatic door opener as the budget allows
Door knobs, latches and switches that require tight grasping/twisting

Slide 13:
Step 1: Fine Tune Your Property
Pay attention to furniture and other non-structural items (often not covered by ADA Access Standards)
Hotel room furniture
Beds too high for easy transfer—Adjustable beds are the “universally accessible” solution
Platform type beds—prevent use of Hoyer lifts
Handles/knobs on furniture—Closed fist test 
Too much furniture for the space—blocks ADA paths of travel and turning spaces

Slide 14:
Step 1: Fine Tune Your Property
Dining tables
Include an accessible table or coffee table and chairs in a bar area, not just high counters/stools
Beware of pedestal bases that block toe clearance
Leave enough space between tables…with the chairs pulled out
Provide paths of travel to different sections so that customers have a choice of dining area
2005 ODO Study—Main customer service obstacle in restaurants was “Lack of availability of seating I want”

Slide 15:
Step 1: Fine Tune Your Property
Restrooms
Put a soap dispenser on the counter as well as a stack of paper towels so these are in everyone’s reach
Add a handle on the outside as well as inside of the accessible stall door
Reverse door swing if it swings in and blocks access
Remove a sink in the wheelchair stall if it blocks lateral transfer space

Slide 16:
Step 1: Fine Tune Your Property
Watch out for moveable items that can block access
In hotels, potted plants and brochure stands on the lowered counter at registration
In restaurants, extra chairs in hallways leading to restrooms
In restrooms, waste bins or small tables
In stores/gift shops, moveable display racks

Slide 17:
Step 1: Fine Tune Your Property
In hotels, train housekeeping staff to prepare adapted rooms for guests using wheelchairs
Leave adjustable showerhead at lowest position
Put remotes on bedside table, not on top of TV cabinet
Don’t hang towels on grab bars
Have a staff member accompany guest to room to make any changes needed without having to call the front desk

Slide 18:
Step 1: Fine Tune Your Property
Beware of overhead hazards and protruding objects that are not cane detectable
Unenclosed staircases—put detectable barrier underneath such as a rail or potted plants
Wall-mounted TVs in guest rooms
Common protruding objects—drinking fountains, fire extinguishers, wall sconces

Slide 19:
Step 2: Designate An Access Manager
The most effective way to create and maintain accessibility over time is to assign responsibility for oversight to one person, the Access Manager or Coordinator
Becomes the “go-to” person in the company
Can help prevent and resolve complaints
Brings the “access” perspective to all policies, facilities and services
Will need to develop expertise  
See Resources. Professional organizations such as AH&LA and NRA also have training materials available.

Slide 20:
Step 3: Promote Your Accessibility
For customers with disabilities, readily available information is a highly valued customer service
Post specific information online about your accessible facilities and services
Make it easy to find by including a universal access symbol on the home page with a link to the access information
Websites should themselves meet accessibility standards—See Resources

Slide 21:
Step 3: Promote Your Accessibility
Hotels and Motels
Post specific information online about your accessible facilities, services and policies.  For ease of use, list by general type of disability: Hearing, Vision, Mobility
Information could include:
Accessible public areas, Automatic entry doors 
Wheelchair accessible room types—list features
Hearing-Adapted Rooms--list features
Adaptive equipment—Mobility, Hearing, Vision
Information in Braille, Large Print or Recorded Message: Menus, Hotel Information
Airport shuttle: If not accessible, how much advance notice is required for your outside supplier?

Slide 22:
Step 3: Promote Your Accessibility
Hotels and Motels
Ideally, persons with disabilities should be able to reserve a specific type of accessible room online and have it blocked for their arrival
Currently possible from only a few hotel chains
Hotels.com and Expedia.com now provide basic access information for all properties
Does not include bed count/type for adapted rooms
Once guest reserves, their staff call property to confirm availability and contact guest to confirm or try to find equivalent hotel in same price range

Slide 23:
Step 3: Promote Your Accessibility
Hotels and Motels
List adaptive equipment in hotel information provided in guestrooms
Post a sign at the front desk noting availability of TTY and ADA Visual Alerting Devices 
Include access information including room counts on sales kits for meeting planners and travel agents
Include an accessible guest room on hotel tours along with standard rooms and suites

Slide 24:
Step 3: Promote Your Accessibility
Restaurants
On websites, provide access details on entrance, dining areas and restroom. Note if the latter is single use.
Include other features/services, if available:
Do you have brighter or quieter seating areas available?
Do you have a Braille or large print menu?
Are specials listed in print as well as announced verbally?
Can you handle special dietary requests? What types?
Post menus online—If your site is accessible, then patrons with vision loss can check out the menu in advance
Take reservations by email—Make booking easy for persons with hearing and speech disabilities

Slide 25:
Step 4: Educate About Features/Services
The same access information provided customers needs to be at the fingertips of front desk and reservations staff 
Prospective guests should not have to call engineering or housekeeping with questions about rooms or equipment
In the 2005 ODO Study, the second most common Service/Personnel problem in hotels: “Personnel not being aware of services provided for people with disabilities.”

Slide 26:
Step 5: Provide Awareness Training
“Personnel being insensitive or unwelcoming to people with disabilities ” and “Unwelcoming attitudes toward service animals” were reported as obstacles at restaurants and, to a lesser extent, hotels in the 2005 ODO Study
Disability-Awareness Training helps remove the “Fear Factor” which makes staff seem unwelcoming when they are actually afraid of doing or saying the wrong thing

Slide 27:
Step 5: Provide Awareness Training
Give your staff the skills they need to succeed 
Focus on basic customer service
How to interact appropriately with persons with physically, sensory (hearing and visual), learning and hidden disabilities
“How may I assist you?”
Teach “person-first” language and words to avoid
“Person with a disability”, “Man who is blind”
The word “handicapped” is offensive to many Americans with disabilities. Say instead “accessible” parking or guest room.

Slide 28:
Step 5: Provide Awareness Training
Provide training on basic assistance techniques
Guiding techniques and providing orientation or directions to someone who is blind
Making change for a customer who is blind and using a signature guide
Assisting someone with a service animal
Assisting someone with a wheelchair
Communicating with persons who have hearing, speech or learning disabilities

Slide 29:
Step 5: Provide Awareness Training
Provide specialized training as needed for specific job responsibilities. For example:
How to operate a TTY—front desk, reservations, room service, etc.
How to set up an ADA Kit with alerting devices and TTY in a guest room—for engineering or housekeeping staff
Put special emphasis on safety and emergency policies and procedures for customers and guests with disabilities 

Slide 30:
Step 5: Provide Awareness Training
Involve local disability organizations such as Centers for Independent Living in training sessions
Both initial and recurrent training are recommended to keep skills fresh
Hiring people with disabilities also raises awareness and breaks down attitudinal barriers

Slide 31:
Step 6: Meet Individual Needs
Since customers, with or without disabilities are unique, meeting individual needs is fundamental to all good service
The ADA requires business to modify policies, practices and facilities in order to provide nondiscriminatory service to a particular individual with a disability
However, you are not required to make modifications that would constitute an undue burden or fundamentally alter your program

Slide 32:
Step 7: Resolve Complaints Promptly
By attempting to meet individual needs, disability-related complaints can be minimized
Staff should know how to resolve simple problems themselves and whom to direct problems to, typically a manager or access manager, if one exists
Managers should be trained to a higher level with regard to ADA requirements and complaint resolution techniques

Slide 33:
Resources
DBTAC National Network of ADA Centers www.adata.org 800-949-4232 (V/TTY)
Dept. of Justice ADA Home Page, www.ada.gov 
ADA Information Line: (800) 514-0301 or 514-0383 TTY
Access Board, www.access-board.gov
Technical Assistance: (800)872-2253 or 993-2822 TTY
508 Universe: The Federal IT Accessibility Initiative Training.  “Accessible Conferences” and “Designing Accessible Websites,” www.section508.gov
 Web Accessibility Initiative, www.w3.org/WAI 

Slide 34:
Resources
Downloadable Disability Access Symbols www.graphicartistsguild.org/resources/disability-access-symbols/ 
Open Doors Organization www.opendoorsnfp.org
info@opendoorsnfp.org
Services include Disability-Awareness Training and Accessibility Audits
Free CD on request: “Assistive Devices for Hotels and Restaurants”

Slide 35:
Thank you!
Questions?