Accessibility is a key ingredient to revitalizing historic Main Streets. Even though we are seeing a trend of millennials living and working in urban cores, Boomers, who have the most discretionary income, are also retiring to places that feel like a “hometown.” The faster our world becomes, the more we are all looking for places with a soul.

This week I attended the 2016 Florida Main Street Conference in DeLand, where I discovered a disability-smart solution that needs to be shared with historical downtowns everywhere!!! To solve the ADA problem of raised steps at each existing storefront, DeLand raised the sidewalks to create flush accessible entrances. This eliminated costly renovations to existing historical structures. Towards the ends of each commercial block, the sidewalks slope down to the intersection.

Two other disability-smart solutions in this photo are the landscape barrier between pedestrian and automobile traffic and highlighting the ground level surface with both color and texture changes.

I will continue posting Smart Solutions for disability concerns. Until then, please share these solutions with your downtown partners.

Ignorance of ADA Laws can BITE. Is your trained for Disability Customer Service? Do they know what HOT to say to a person with a Service Dog? Is staff ADA trained to know the 2 questions are allowed to ask? Do they know that they are NOT allowed to ask a person their disability?

Recently, while traveling with a physically disabled friend and her service dog chihuahua, I was stunned by the audacity of business managers, in both a fine dining restaurant and a 4-star hotel, who demanded written service dog documentation and asked specifics about her disability.

ADA Litigation and public media should teach us not to judge who has a FAKE SERVICE DOG but to graciously welcome all guests. Random judging service dogs by breed impacts people with non-traditional service dog breeds.

ANY DOG, including REAL Service Dogs, that is unruly, has bad public manners, is not house-broken, is aggressive, or gets on the furniture or merchandise, MAY be asked to leave. The dog owner is also responsible for the cost of damages.

Legally ANY business may ONLY ask two specific questions. Likewise, these are the only two pieces of information that the Service Dogs Owner needs to give.

(1) Is the dog or service animal required because of a disability?

Note: Only dogs and some miniature horses are recognized by the ADA as Service Animals.

(2) What work or task has the service dog been trained to perform?

Staff is NOT allowed to:

(1) Request any documentation for the service dog

(2) Require that the service dog demonstrates its task.

(3) Inquire about the nature of the person’s disability.

If you are curious what a Service Chihuahua does, he is a heart monitor dog. He started his training when he was a few hours old, by spending hours each day sleeping on her chest. In his vest, he carries emergency medication and instructions. I know other people with Maltese’s and Tiny Terriers who are diabetes blood sugar alert dogs and seizure alert dogs

Service Dogs are expected to be Canine Good Citizens. Service DOG handlers are responsible for their dog’s actions.

Through #DisabilitySmartSolutions, we offer disability friendly customer service training based on ADA Law.

Disability Etiquette: Graciously Handle Potentially Awkward Customer Service Situations.

The Baby Boomers have money to spend but are slowing down from physical changes.The population of people who live with  disabilities is 18% of the American population and growing.

Our trainers teach you the culture and special needs of different disabilities including  Hearing, Vision, Mobility Impairments, Hidden Disabilities (Learning Disabilities, Autism), as well as the special needs of people who have had the recent onset of a Disability.

• We teach you the  tools and techniques for unexpected and occasionally  stressful new  situations.
• We discuss gracious solutions when important instructions must be followed, when conflicts occur and when clear  communication is essential.
• We practice real life examples with appropriate solutions.
• Workshop participants increase their confidence and learn competence to serve the 50+ Senior and  people living with disabilities consumer segment.

We are now scheduling for our  2016/2017 Disability Customer Service Workshops.  We are available as a Florida Conference Speaker, as well as throughout the US. All workshops are customizable for our client’s audience.  Please contact us to review your needs.

Protect Your Gold:  Tips for Retaining Senior Employees and Engaging Senior Customers.

This workshop  is often taught along with “Baby Boomers are Big Spenders: Keep Them Coming Back with Accessible Universal Design“

Part I: Accommodating Older Employees Who Would Never Admit to Having a Disability

Part II:  Serving Older Customers Who Don’t See Themselves as Disabled

Customers buy experiences!

• We discuss tips to keep aging employees comfortable and feeling valued.
• We review sensory issues like sound, temperature, ergonomics, furnishings, lighting, parking, movement breaks, and more that lead to increased productivity through a comfortable supportive environment.
• We discuss pathways of travel, furniture sizes, and restrooms relative to a population that is increasing in physical size.
• We discuss how to create a supportive corporate culture where employees are comfortable revealing their changing physical needs.

We are now scheduling for our 2016/2017 Disability Customer Service  Workshops.  We are available as a Florida Conference Speaker, as well as throughout the US.  All workshops are customizable for our client’s audience.  Please contact us to review your needs.

Looking for more?

Baby Boomers are Big Spenders: Keep Them Coming Back with Accessible Universal Design.

Seniors are computer savvy. They research restaurants, stores and resorts before they buy. They post more on-line reviews than any other group. Great customer service is essential.

Everyone wants to feel forever young.

• Is your business comfortable for people with reduced mobility?
• Do you know how Seniors choose where the dine, where they shop and where they go on vacation?
• Do you know what to do to keep them coming back?
• Why should you care about seniors?
  • First, they’re growing in number: By 2030, nearly one-fourth (22 percent) of Americans will be over age 60.
  • Second, they’re growing wealthier: Worldwide, the share of income for those over 60 is increasing and will continue to rise through 2020. And seniors spend proportionately more of their income on discretionary purchases like eating out than do other age groups.
  • Only 5% of people who live with disabilities are wheelchair users. Arthritis is one of the most common disabilities shared by Boomers.
  • Diminished hearing, diminished eyesight and diminished range of motion for stepping all affect the way that Boomers perceive space.
  • In this training, we talk about sensory issues and simple changes in lighting, furniture placement, sounds, textures, materials, colors, signage, temperature and other often “taken for granted” design elements may enhance the baby Boomer Consumer experience.
  • This workshop will give you the tools to make simple changes in your facility and customer service module to increase your engagement with 50+ Seniors.

We are now scheduling for our 2015 Disability Customer Service Workshops.  We are available as a Florida Conference Speaker, as well as throughout the US. All workshops are customizable for our client’s audience.  Please contact us to review your needs.