Increase customer satisfaction Improve all round quality - - PowerPoint PPT Presentation

visitsunlimited.org.uk

visitsunlimited.org.uk

➢ D ays that

stay in the memory

➢ D ays

that give kids something to dream about at night

➢ Days that are enticing

and exciting

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visitsunlimited.org.uk

Moral, legal and

commercial drivers

➢Increase profits ➢Repeat Business ➢Legal Obligations – The Equality Act 2010 ➢Higher Occupancies ➢Enhance reputation ➢Competitive advantage

➢Social responsiblility

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➢Improved welcome ➢Confident staff ➢Employer awareness ➢Off peak business ➢Increase customer

satisfaction

➢Improve all round

quality

➢Not just for Jack and Toby

and other children with disabilities

➢Not just for the older

generation

• r

people with buggies

➢Not just for the obvious

groups of disabled people

➢BUT FOR EVERYONE!

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➢And

increases staff

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more than 1 in 6 people in England and Wales have an ‘activity limiting’ health problem or disability.

covers a really wide range of impairments.

 An impairment …  Can be physical or mental.  Will last more than 12 months.  Impact on everyday activities.

Remember …

 A lot of disability is unseen.  Only a small percentage of disabled

people are wheelchair users.

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Credit: VisitEngland

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£12 bn spent on tourism where a

member of the party had a disability

£3.2 bn on overnight stays but

75%

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have left a business due to poor disability awareness

 430,000 British adults with an impairment did

not take a domestic trip in the last 12 months due to the lack of

accessibility provision

 If each one had taken a trip this would have

created £116.7M in extra domestic tourism spending

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➢ Description of facilities & services ➢ Informed choice ➢ Promotional tool – shout about what

you do!

➢ Use free on-line tool www.accessibilityguides.org ➢ Add link onto your website

Examples

National Memorial Arboretum

Hampton Court Palace

➢

Complements written information

➢

Accessibility Videos:

➢

Houses of Parliament

➢

Sandcastle Waterpark

➢

YouTube automatic captions – correct the transcript!

➢

Virtual Tours:

➢

Hull Truck Theatre (Google Street View) Wheeldon Trees Farm

➢

Onsite virtual tours where physical access is restricted Ipad tour - BALTIC, Hever Castle

 Clearly signpost from homepage,

don’t hide in footer

 All access information in one

place

 Avoid using

‘disabled/disability/special needs’ in the title

 Include link to Accessibility Guide  Include photos/video of people

with access needs

 Responsible for driving your

access for all agenda

 Develop an action plan  Inspire colleagues  Coordinate activity  Use the Champion Brief at

www.visitengland.org/access

• “The customer service training for all was a real eye opener! You can

be like me who has worked within the customer service for over 25 years and think you may know how to deal with any situation. You are wrong! The training opens new doors and new paths on ways of thinking, analysing, processing and the main one understanding. It gives you an unbelievable insight into things that are peoples everyday lives that you would never comprehend. You cannot put a price on the value of information I have taken away, This course is in a difficult way so hard to just call customer service training as it is much, much more this is life training, not only for your life , but for the benefit of others.”

The Deep



Never use as a storage space



Changing Places facility

➢ 1 in 6 hearing loss; 2m hearing

aid users

➢ Action on Hearing Loss Research at

20 top London attractions:

➢ - Only 3 had useful loops ➢ Check weekly with fire alarm ➢ Read Listen Up! guide

www.visitengland.org/access

➢

Specially tailored activities and support

➢

The Deep

• Quiet Days & Tranquil Tuesdays

L ighting and sound levels adjusted, BSL

• signed presentations, multi
• sensory and

interactive experiences

➢

Great North Museum: Hancock - Open after hours for local autistic group (started with 30 but grew to 200 after selected promotion)

➢

Sandcastle Water Park

• Accessible Coffee

Mornings to encourage new groups to visit with Q&A and tours

➢

Science Museum – SIGNtific Deaf

• led British Sign Language events,

➢

‘Open Early’ days for people with autism

 Help those with sensory sensitivity  Prepare, understand and organise visit  Pre-empt events and scenarios  Describe textures, colours & smells  Read Welcoming autistic people guide

www.visitengland.org/access Examples

Eureka! National Children’s Museum Manchester Airport – ‘Airport Awareness’

Bristol Hippodrome

➢ Quiet space with low sensory stimulation

➢ Pre-empt sensory overload ➢ Calming influence ➢ Read Welcoming people with Autism guide

www.visitengland.org/access Examples

Eureka! National Children’s Museum Calvert Trust Exmoor Sunderland AFC

➢The Roman Baths and Pump Room in Bath ➢Mylor Sailing and Powerboat School in Cornwall ➢Cottage in the Dales in Newbiggin

➢Sandcastle Waterpark in Blackpool ➢Eureka! The National Children’s Museum in Halifax ➢The Minister for Disabled People, Sarah Newton and

Tourism Minister recently urged all leisure attractions to follow the lead of these businesses

Footer

➢ Planning

➢ Journey getting to your venue ➢ Next few days and time to

think

➢ Arrival ➢ The day out ➢ Leaving and going home ➢ Sharing the experiences visitsunlimited.org.uk

➢Thanks to Visit England, Visit Britain, Chris Veitch

and the EITAG (England’s Inclusive Tourism Action Group)

➢“We want the tourism industry to be more relaxed

about accessibility and to see people who are disabled simply as members of the community”

➢For more information check out

https://www.visitbritain.org/sites/default/files/vbcor porate/business-hub/resources/easy_does_it.pdf

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