restaurant customer service and the ada developed by the mid-atlantic ada center 1
TRANSCRIPT
Restaurant Customer Service
and the ADA
Developed by the
Mid-Atlantic ADA Center
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ADA Centers
10 regional Centers provide:● Training● Materials● Newsletters● Toll-free Technical Assistance Line:
● 1-800-949-4232 Voice/TTY● Website: www.adahospitality.org
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What is the ADA?
Americans with Disabilities Act, civil rights law passed in 1990
Prohibits discrimination against people with disabilities by a variety of private businesses, including restaurants and hotels
Goal: The full inclusion of people with disabilities in all aspects of American society
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Why was the ADA needed?
Think back to before 1990…
● There were fewer curb cuts
● Many restaurants and other businesses were not accessible
● People with disabilities were rarely seen in advertisements and TV shows
● Interpreters were rarely used at public events
● People with disabilities were excluded from many activities due to barriers
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ADA Quiz
How many people with disabilities are there in
the United States?
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Answer
At least
54 MILLIONU.S. Census Bureau
Facts for Features: 20th Anniversary of the ADA
July 26, 2010
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The Market
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How can we attract the market?
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Examples of Accessibility
Fire alarm signals with flashing lights Signs with Braille characters Reading materials out loud Exchanging written notes Reserved parking spaces No-step entrances Larger restroom stalls Self-service items within reach of seated people
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Brainstorm Accommodations
DISABILITY Mobility impairment /
wheelchair user Blindness Deafness Psychiatric disability Intellectual disability Diabetes Learning disability Short stature
ACTIVITY Make a reservation Self-seating Read the menu Place an order Use self-serve stations Find or use the restroom
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Customer who is Deaf/Hard of Hearing
Write notes back and forth Speak clearly and don’t cover
your mouth Use gestures and body language If someone is interpreting for a
customer, speak directly to the customer, not the person interpreting
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Telephone Relay System
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A “communications assistant “ relays telephone conversations for people who are Deaf, hard of hearing, or have speech disabilities
Customer who is Blind/has Low Vision
Provide print information in large print, Braille, or audio formats
Read menus or receipts to the customer
Offer directions to different areas of the restaurant, such as restrooms, bar
Offer assistance with self-serve items Assist with finding signature line on
credit card slips
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Being a “Sighted Guide”
Images Copyright © 2006 Earl Dotter and American Foundation for Blind 14
Customer Using a Wheelchair
Do not lean on a person’s wheelchair while talking to them
Ensure that wheelchair accessible seating is available and conveniently located
Ensure that items in self-serve
stations are reachable
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Customer with a Speech Disability
Don’t pretend you understand Ask the person to repeat what was said Be willing to write notes back and forth Do not shout or raise your voice If the person uses a computer to
talk, continue to have a normal conversation
Picture Communication Symbols©1981-2007 by Mayer-Johnson LLC. All Rights Reserved Worldwide. Used with permission. Boardmaker™ is a trademark of Mayer-Johnson LLC., P.O. Box 1579, Solana Beach, CA 92075, 858-550-0084
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Customer with an Intellectual Disability
Don’t make assumptions about what the person can or cannot do
Explain things clearly and be willing to repeat if asked
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Customer with a Service Animal
The ADA requires you to allow service animals on the premises even if you have a “no animals” policy
Service animals are working animals and you should not pet or distract them
People with all types of disabilities use service animals
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Disability Etiquette Review
Don’t lean on a person’s wheelchair Speak directly to the person, not to an interpreter
or companion Don’t make assumptions – ask if they need help THINK: CUSTOMER
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Talking about Disability
Avoid terms like “the disabled.” Instead say “people with disabilities.”
Avoid the word “handicapped.” Instead say “person with a disability” or “accessible” (if referring to parking, restrooms, etc.).
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Talking about Disability, cont.
Do not say “wheelchair bound” or “confined to a wheelchair.” Instead say “person who uses a wheelchair” or “wheelchair user.” Wheelchair bound?
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Scenario
Someone calls your restaurant and asks if it is accessible for people with disabilities.
What would you say?
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The “Bottom Line”
When you meet a
person with a disability,
THINK: CUSTOMER!
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For More Information…
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Contact us:National Network of ADA CentersNationwide toll-free number:
800-949-4232 V/TTY
(800-9494-ADA)
www.adahospitality.org
Funding provided by the National Institute on Disability and Rehabilitation Research (NIDRR), U.S. Department of Education