Real World Story: On the news recently, the media reported an incident in which a United Airlines flight made an unscheduled, early landing in Salt Lake City in order to kick off a family with an autistic child who was being disruptive.
You can pick up the story on the Internet at https://abcnews.go.com/US/woman-claims-daughter-
autism-kicked-off-united-airlines/story?id=30926832 or listen to a radio show (May 13, 2015 – Hour: 4) on the web that shares a brief synopsis from the mother’s perspective (minutes 12:08 through 16:33).
The mother of the autistic daughter is going to sue the airline–not for money–but for training of the airline’s staff on how to deal with autistic customers.
Bonus: the end of the radio interview with the mother ends on a positive note in which a listener writes in about his experience with his own autistic child. His experience while traveling with his autistic son was drastically different: his rental car shuttle driver took them directly to the departure curb—not to the drop off location—a much closer location. A security officer brought a luggage cart to them—for free. A ticket agent gave them priority boarding.
The listener’s lesson to be learned:
“Attitude is everything. Our child with autism becomes more willing to interact with the outside world when the attitude is one of acceptance, non-judgment, and wanting the best for our son.” And isn’t that true of everyone? (By the way, that listener who wrote that letter is my brother. I am one proud sister!)
Strategies that Turn it Around:
- Train your employees to interact professionally with customers who are hearing or vision impaired or who are physically or mentally challenged. You should also consider training your team members in multicultural issues and how to respond to the specific needs of the elderly. After all, you’re in business to provide service to EVERYONE, so act like it!
- Allow your employees to step outside your company policies–within reason and without hurting anyone, as dictated by training– to accommodate challenged and impaired customers and their particular needs.
- BE PREPARED at ALL TIMES to be accommodating, understanding, and compassionate with ALL of your customers.
- Involve law enforcement ONLY when necessary and NOT out of ignorance.
Remember: Providing all customers with exceptional service means knowing your customers’ needs and wants before they walk in through your doors. This requires training, policies, and procedures that allow your team members to treat every single customer—including challenged and impaired people—with the upmost respect and dignity. With a little prep work, planning, and training you too can provide the Exceptional “All Customers, All the Time” Gold Standard in customer service.
What do YOU do to interact successfully with customers who are challenged or impaired? I’d love to hear your story in the comment section below.