Strategies for Creating an Inclusive and Accessible Client Experience

BY ERIN PERKINS, ACCESSIBILITY EDUCATOR

In today's competitive business landscape, simply providing a product or service is not enough.

Independent businesses need to go the extra mile to stand out, and one of the best ways to do this is through creating an empathetic, accessible, and inclusive client experience. But how exactly can you achieve this? Let's dive into some strategies that can help your business shine!

BUILDING A CULTURE OF EMPATHY

Creating an empathetic culture starts from within. It's about understanding and sharing the feelings of others, which requires active listening and open communication.

If you're an independent business owner, you might be wondering how to implement this, whether you're working solo or leading a team of contractors. 

Recognize everyone's value and contribution.

•  Acknowledge their work
•  Thank them for their work
•  Celebrate them

Create an environment where people feel safe to express their ideas and opinions without fear of judgment.

ENSURING ACCESSIBILITY

Accessibility is all about making sure your service is available to everyone, regardless of their abilities or backgrounds. Try implementing small touches such as:

•  Having the client opt to do a phone or zoom meeting
•  Providing access to information in various formats (visual, audio, written)
•  Flexibility in meeting times

Remember, accessibility isn't just a legal requirement - it's an opportunity to serve a wider audience and make them feel valued.

INCLUSION IN ACTION

Inclusion goes hand-in-hand with empathy and accessibility. Inclusion is like throwing open the doors wide and inviting everyone to the party. It's about creating an environment where everyone feels welcome, valued, and embraced for who they are. It goes beyond just ensuring accessibility; it's about embracing diversity and actively working to remove barriers.

Businesses like yours can create inclusive environments by seeking diverse perspectives, promoting equality, and challenging stereotypes. For instance, a small coffee shop in Portland, Oregon, implemented a policy of using gender-neutral language, a small yet impactful step towards inclusivity that resonated positively with its clientele.

MEASURING SUCCESS AND CONTINUAL IMPROVEMENT

So how do you measure your success in creating an inclusive and empathetic client experience? Consider implementing surveys to gather feedback from your clients. Use this data to identify areas of success and opportunities for improvement. Remember, creating an inclusive and empathetic environment is an ongoing journey, not a destination.

In conclusion, creating an empathetic, accessible, and inclusive client experience can significantly impact your business's success. It might seem challenging at first, but the benefits are worth it. Start today, and watch as your business transforms into a beacon of inclusivity and empathy.

Remember, your clients are not just transactions - they're human beings with unique needs and experiences. By treating them as such, you're not just providing a service; you're creating a community. And isn't that what business is truly about?

TAKE ACTION: Start your journey towards a more empathetic and inclusive business today + join Successible!

CONNECT WITH ERIN

FREE RESOURCE: Social Media Accessibility Scorecard

JOIN ACCESSIBILITY MEMBERSHIP: Successible

LINKEDIN: @mabely-q

INSTAGRAM: @mabley_q

FACEBOOK: @MabelyQ 

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