The holiday season is one of the busiest and most joyful times of the year. Stores are crowded, decorations are everywhere, and many people are rushing to get ready for celebrations. But for customers with disabilities, this time of year can come with extra challenges. As businesses and organizations, we can make the season brighter by offering warm, accessible, and inclusive customer service.
Here are easy and practical tips to help you welcome everyone this holiday season.
1. Start with Respect and Good Communication
Every customer communicates differently. A simple smile and a “How can I help?” can set the tone for a positive experience.
- Speak directly to your customer, not to a companion or support person.
- Use plain, clear language.
- Give customers the chance to tell you how they prefer to communicate.
- Make sure signs, menus, brochures, and posters use large, easy-to-read fonts with clear colour contrast. This is especially important in dim holiday lighting.
A busy or loud environment can make communication harder. When possible, move to a quieter spot or offer another method like writing things down or texting information.
2. Make Space for Assistive Devices
Holidays often mean crowded aisles, displays, and decorations. Keep pathways clear so people using wheelchairs, walkers, scooters, or canes can move around safely.
- Do not touch or move someone’s assistive device without permission.
- Let customers know if you offer helpful tools such as magnifying glasses, mobility aids, or accessible checkout features.
- Keep outdoor areas free of snow and ice to help everyone stay safe.
3. Welcome Service Animals and Support Persons
Service animals are working animals, not pets. Do not touch, call to, or distract them.
- Make sure service animals are welcome in all public areas.
- If an animal is not clearly identified, you may politely ask if it is a service animal.
- Support persons should always be allowed to stay with the customer. If you charge a fee for them, clearly post that information ahead of time.
During the holidays, when events and attractions get busy, these supports are even more important.
4. Be Ready to Offer Help
Holiday activities such as busy malls, loud music, and bright lights can make things overwhelming.
If you notice someone struggling, offer assistance kindly:
“Would you like a hand?”
If they say no, that is okay. They may will still appreciate being asked.
5. Prepare for Temporary Disruptions
If an elevator, ramp, or automatic door is out of service, let people know right away. Clearly share:
- what is not working
- why
- how long it will last
- what alternatives are available
Post signs, update your website, and tell people in person.
6. Ask for Feedback and Use It
The best way to improve accessibility is to ask your customers what they need.
Provide different ways to share feedback such as online, by phone, or in person. Listen carefully and follow up.
Creating Holiday Magic for Everyone
Accessible customer service is a way to show respect and care. When we focus on removing barriers and meeting people where they are, we help make the holiday season more welcoming, inclusive, and enjoyable for all.