Welcoming Customers Toolkit

Access matters!

Small business owners recognize the importance of providing good customer service and creating a welcoming environment for patrons. When your customers can enter your business and move around easily once inside, they feel welcomed and valued. For 17% of your customer base that—according to CDC data—have trouble climbing stairs, walking, or seeing,^[1] access makes all the difference.

What is physical access?

Not everyone moves around the world in the same way. Some people use a wheelchair or walker and need access to a ramp instead of steps. People who are blind need clear space without any obstacles that might pose a danger as they walk. Access features like curb cuts, ramps, elevators, accessible bathrooms, braille on signs, and much more all play a role in physical accessibility.  

Physical access ensures that people with disabilities have equal access to the things you sell or offer to the public.

Open for business

Most small business owners would never put a sign at their entrance that says, “people with disabilities are not welcome here,” but this is the message that stairs at the entrance can give if physical access isn’t obvious or there is no information given about alternative ways to access your goods.

Remember, regardless of whether you own your facility, you are responsible for providing access to your goods and services.

Not all small businesses are the same

The Americans with Disabilities Act (ADA) contains design standards to ensure physical access to places of business. Depending on several factors, including (but not limited to) the age of the building or site, the number of stories in the building, and the type of business, the ADA physical accessibility requirements may vary. Regardless of these factors, however, physical access should be on your radar.

(To learn about key considerations for new construction and barrier removal in existing buildings, read Tool 5: New Construction and Tool 6: Barrier Removal.) 

Flexibility is important

In some cases, providing equal access to customers with disabilities may require you to think about your policies and be flexible when providing service to your customers. For example…while you might not help with all shoppers, if a customer with a disability cannot reach your products, staff should have been trained to offer help to these customers.

There is value in physical accessibility

Creating a welcoming, accessible environment is not just about promoting goodwill and complying with state and federal regulations like the ADA, it’s also good for business. An accessible business is safer and more user-friendly for everyone, including older customers, families with children, your staff, and people with disabilities. People with disabilities have significant money to spend, and along with them come their loyal families and friends!

References

[1] Centers for Disease Control and Prevention (CDC). (2023, May 15). Disability impacts all of us.