Businesses: get disability friendly!

Yesterday in Carlton (Melbourne) seemed to be one of those bazaar days when Chloe was invisible to everyone else except me!

We decided to visit one of our favourite and very well known food places in Carlton. Miss Chloe had completed her lovely lunch and decided she wanted an ice-cream. There were a couple of people at the counter waiting to be served, so she waited politely and patiently for her turn. These people were served and left while the girl behind the counter completely ignored Chloe. She started serving people who had arrived at the counter well after Chloe.

I watched for a while – very unimpressed. I asked one to the lads on the floor if I could speak to the person in charge. He informed me that no-one was in charge. He asked what the problem was and I explained that my daughter was being ignored. I looked towards the ice-cream counter and the girl behind the counter was starting at us, with a very nasty look on her face (she still hadn’t served or asked Chloe if she was being looked after).

More people came to be served and she asked what they would like, in the end Chloe spoke up and asked for a mint ice-cream in a cup. The girl proceeded in putting the ice-cream in the cup, meanwhile Chloe had moved along the counter and said she also wanted cookies and cream (two flavours). Well this young lass continued to just put mint into the cup until a man (a complete stranger) beside Chloe told the lady behind that counter that Chloe was actually asking for two flavours. The lass then gave Chloe what she wanted AND THEN ASKED THE STRANGER if there was anything else he wanted!

Come on, this is 2016 - people with disabilities are actually living and being a part of our community, surely it is time businesses ensured their staff treated EVERYONE with dignity and respect and not make blind assumptions about them.

As we were leaving, we decided to go the shopping centre toilets. There was a large queue for the disabled toilet, as the ladies toilets were being cleaned. As Chloe was the only DISABLED person there, I moved her to the front of the line, no-one had a problem with this expect for the lady at the very front of the queue. As soon as the toilet door opened, she stepped around Chloe and disappeared into the disabled toilet - at the same time the cleaner re-opened the ladies toilets.

Chloe was standing outside the disabled toilet and as the very abled youngish woman came out, another woman walked up to her and asked her what her disability was. To which she replied, "I was before her". I'm sorry, but if there is a disabled person waiting to go to the disabled toilet - they have precedence over everyone else!

Surely in this day and age our communities are able to accommodate easily and comfortably people who are different and less abled?

Please, when doing customer service, instead of 'assuming some-one is just looking or can't speak or waiting for they mum/dad...ASK if they are right  - they may just be waiting to be served just like the person before them.....

The Invisibility of Disability

Have you ever noticed when you are out shopping with your loved one who has a disability that retail or hospitality staff will ask YOU what THEY want?

Miss Chloe has always watched them to see whether I am going to speak for her AND if I do...she has ALWAYS contradicted me!! I spent a few years feeling guilty that I was 'wasting people's precious time' waiting for Chloe to get the words out. I also felt it was my job to not have them feel 'uncomfortable or embarrassed'  because they didn't understand her the first, second and sometimes third time.

I am so grateful for her tenacity because she taught it SHE WAS WORTH IT!

I was unconsciously telling her that strangers were worth more then her when I spoke for her or tired to hurry her up. It is a long time since she taught me this and every retail or hospitality person EVENTUALLY gets what she is saying and today, I see THAT as customer service. They are learning a great lesson in respect and patience as well.

So next time you speak for your child KNOW you are telling them you don't think they are capable.

I watch Chloe sometimes and it never ceases to amaze me when she is shopping or trying to buy something from a food court, how many times staff see straight through her! She is a polite person and will just keep standing there...waiting, waiting, waiting until eventually a customer will say; "I think you are next".

It is very sad that she (and others with a disability) are invisible to most of society where transactions take place. There seems to be this concept that they wouldn't know, so we will just wait for the carer/person with them to come and tell us what they want.

Chloe was asked to leave a bookshop once because the owner ASSUMED she was under 12 (she was 17). When asked why he didn't just ask how old she was, he looked at me with this look of shock...I really don't think he thought she could talk, so he didn't bother finding out.

We were at a market once in Melbourne and Chloe was buying a t-shirt. She was holding the t-shirt and was in front of me. I was talking to a friend and the stall holder leaned over Chloe and tapped me on the shoulder and asked if I needed anything.

Rather annoyed, I pretended I didn't know Chloe, pointed to her and her t-shirt and suggested it looked like SHE is the next customer!

I spend a lot of time pretending I don't know her and suggest SHE is the customer, so maybe they should ask her...

Another issue we have is the height of the benches in the food courts. They are so high, that even when the service person eventually sees Chloe, they can't understand her because there is so much glass between her and them on the other side. I also found this an issue when I had my stroke and was in a wheelchair.

Perhaps Customer Service staff need to be trained to never assume and maybe some clever inventor will create a disability-friendly way of making the retail and eating out experience more enjoyable for those who are not the generic size, shape or look!


www.idareu.org.au
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