My good friend Peter Slatin is founder of Slatin Group. They focus
on providing education and training to improve communication and
interaction with special-needs customers in any business environment.
Many of their clients are major hotel chains.
Last Tuesday, in celebration of the 25th anniversary of
the Americans With Disabilities Act, Peter was the keynote speaker at an NYC &
Company Talks: ADA - Beyond Compliance to Service. There
was a wonderful handout provided (which I believe Peter is going to add to his website). I’ve
typed up the content and wanted to share it with you.
Slatin Group
Ask
Listen
Respond
Follow Through
Listen
Respond
Follow Through
Universals
It’s a unique
experience with a common thread
People first language
Don’t apologize
If you’re inspired,
don’t say so
Be courteous, not
curious
Vision
Provide explicit
directions
Don't touch person,
cane or dog harness
Offer your elbow
Don’t say “over
there”
Introduce yourself
simply
Announce doors and
stairs
Hearing
Don’t shout
Speak directly
Suggest texting
Don't
say: “never mind”
Mobility
Don’t lean on or push
wheelchair
Make sure spaces and
places that claim accessibility are accessible
Make sure that
bathroom aids are as specified
Leave room furniture
in place
Service dogs
When they are in
harness, they are at work
Ask permission to pet
or address
Respect owner’s response
Never offer food
In 1990, the company I worked for had the grand opening of a factory
outlet mall in the Midwest. We were very excited and I was there
representing management. Shortly after the doors opened to a rush of
people at 10am, a person in a wheelchair approached me. “The doors
are too hard for a person in a wheelchair to open.” I thanked them, said that we
hadn’t realized it and would take care of it immediately. We asked
the wheelchair bound person to go with one of our engineers to make certain
that the right adjustments were made. This was a number of months before the
ADA was adopted. It was something I’ve always remembered.
