MISSED
BUSINESS
GUIDE
How to attract more customers
by providing better access to your business
Are you missing valuable customers because your
business is not accessible to people who:
• are blind or partially sighted;
• are colour blind;
• have an intellectual disability or a mental illness;
• are deaf or hearing-impaired;
• are in a wheelchair or using a walking fame/cane or crutches;
• are ageing and beginning to have difficulties with mobility/sight/hearing;
• are pushing a pram or stroller;
• are shoppers with a lot of bags; or
• are carers.
2,422 people or 5.7%
12,271 or 28.7%
• of the population in Lismore need
assistance in their day-to-day
lives due to disability.
• are over the age of 55 and may
at some stage develop issues with
mobility, sight and hearing.
2,620 or 6.1%
• are four years and under and may require
the use of a pram or stroller.
Carers bring an additional person to your business.
• Turn over to see how you can increase your business by using the 3 Es.
Make an
ENTRANCE
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Paint the entrance in a highly contrasting colour.
Use safety stickers on reflective glass.
Remove obstacles from the entrance (e.g. advertising boards).
Ensure good lighting on pathways.
Remove any overhanging obstacles (e.g. tree branches, signs).
Display clear external signage in highly contrasting colours.
Remove steps or provide a safe ramp at entry level.
Reposition entrance door handles to an accessible height.
Install an automatic or lighter door.
Check that doorways can fit a wheelchair/walking frame.
Secure door mats and install handrails.
Clear a path from the entrance to the sales counter.
Have an accessibility sticker at the entrance to let
customers know you are accessible.
Make it
EASY
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Use clear signage – highly contrasting colours/large font.
Offer menus/information brochures in pictures and with Braille.
Improve lighting around service counters.
Ensure aisles are clear of obstructions and widen aisles if you can.
Ensure EFTPOS machines have long cords and vision impaired features.
Turn down background noise and install a hearing loop.
Lower part of your counter for people in wheelchairs (750-800mm from floor level).
Lower the popular items on the shelf.
Install an accessible toilet or know where the nearest one is.
Provide a quiet space for people with anxiety or phobias and bring merchandise to them.
Ensure floor surface is non-slip and trip hazard free.
Know the rules about footpath trading (contact Council).
Make an
Effort (cheapest and simplest solution!)
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Offer home delivery or carry goods to the car for customers.
Train staff to recognise and treat all customers with respect.
Train staff to focus on the individual not the disability.
Always speak to the customer directly, not the carer or interpreter.
Bend down to speak to a customer in a wheelchair.
Always ask the customer if they would like assistance, never assume.
Don’t rush a customer with a disability if you are busy. Reassure them
you will be back to help.
Use your normal voice and ensure that customers can see your face (for lip reading).
Always identify yourself to a blind or vision impaired person and ask for their name so that
you can address them directly.
If a customer seeks assistance, ask which side is best and
offer your arm for them to hold.
Never pat, offer food or distract an assistance animal.
For more information contact:
Lismore City Council
43 Oliver Avenue, Goonellabah NSW 2480
PO Box 23A, Lismore NSW 2480
Phone: 1300 87 83 87
Email: [email protected]