Understanding the value and needs of disabled islanders
PURPLE TUESDAY saw deputies, business owners and local policy change-makers discuss ways of improving the customer experience for disabled people.
Many of the speakers were keen to showcase their ideas on what was needed and what was being done to create a step change improvement in the awareness of the value and needs of disabled customers.
The campaign’s change programme seminar was hosted at the Digital Greenhouse by We All Matter, Eh? the brand used by the Guernsey Disability Alliance to tell members’ stories, yesterday as part of its third year being involved.
GDA’s Gill Evans said its main aim was to improve customer service for people with disabilities and, in effect, all islanders.
‘We’ve concentrated a lot during today’s presentation on training staff, especially in customer-facing roles,’ she said.
‘A lot of it is basic customer service but expanding on that as there are many different needs for many different people, it can be as basic as having a seat in shops for people who may need to sit down.
‘There’s been some good anecdotes and good stories about the changes that have been made here.’
She added that the introduction of the hidden disability lanyard, with sunflowers on to help staff recognise that somebody might need extra help, now had more awareness, yet there was still more that could be done.
‘In Guernsey, our high street has its challenges with cobbles and being built on a hill and access to shops can be tricky, so customer service is one of those things that can be changed,’ she said.
‘Lots of disabled people say it’s even sometimes more important than the access, if they’re given the customer service then they’re more likely to go back.
‘Training is extremely important and this is one of the things that we should take forward.’
The event also welcomed participating organisations to make a public commitment in the form of a new activity or initiative to ensure sustainable changes are made.
This included The Co-Operative Society, which has a ‘quiet hour’ at its Grand Marche stores for people living with autism and is now looking at changing price labels to help people with visual impairments see them better.
Head of retail operations for the Channel Islands Co-operative Society Kenny McDonald said that they had been involved from the start.
‘We’re a community retailer and improving access to the community in our stores is a key value to us,’ he said.
‘We’ve introduced hearing aid loops, widened aisles, adjusted shelf heights, small steps that help to improve the stores for all.
‘It’s important for all members of the community and our colleagues as well to improve the experience for everyone.’
The seminar gave top tips for many more of the island’s business owners and politicians, including Environment & Infrastructure president Lindsay de Sausmarez and Plough Inn publican and election candidate Richard Skipper.
As the landlord of one of the island’s pubs, he was the ideal audience for the subject of creating step change improvements in the awareness of the value and needs of disabled customers.
‘The whole concept of today is that everybody matters and that is hugely important,’ said Mr Skipper. ‘I am already involved in ensuring that everyone is welcome, but I’ve now also arranged to discuss how I can get involved in the GDA.
‘In my own business, it’s a really old building, so this has really opened my eyes. I really like the idea that customer service is really important because it really is – we all matter.’
