Chapter 1: A Journey of Awareness

Recently, I undertook a five-hour train trip to deliver a keynote address to an audience of 200.

Upon arriving at the hotel, I encountered numerous obstacles, from poorly prepared meals to a bedroom that failed to meet accessibility standards, even though it was advertised as such. While most of the staff were courteous, the two duty managers stood out negatively. The latter was particularly aggressive and dismissive of feedback. However, my focus is on the first duty manager.

After disembarking the second train in Woking, I found there were no taxis available. We were informed it was a brief walk to the hotel, but "brief" is subjective. I navigate with an electric wheelchair, treating it like my own personal go-kart. Accompanying me was my mother, who usually relies on a walking stick but had recently injured her ankle. This made any journey a challenge for her, especially when I opted to take a left turn instead of a right, which extended her already difficult trek.

Upon reaching the hotel, my mother chose to sit down as we waited for assistance. There were already two customers being attended to, with another two ahead of us. When it was finally my turn, I was greeted by a soft-spoken duty manager. My mother stood beside me, and this is where the situation deteriorated.

Despite my mother being unable to answer his questions, he consistently directed his inquiries toward her while I provided the responses. The booking team had mishandled our reservation, leading to a prolonged conversation. The most significant error was their decision to place us in adjacent rooms based solely on our shared surname, which resulted in the cancellation of my accessible room in favor of a standard one.

I presented every email as proof, yet he continued to pose the next question to my mother. This behavior is something I have grown accustomed to; it occurs frequently.

In dining establishments, the check is often handed to the companion rather than the person in the wheelchair. Frequently, I am not asked for my meal choice, but instead, my dining partner is queried, "What does he want to eat?"

This situation reduces me to a mere pronoun.

This phenomenon extends beyond wheelchair users; similar occurrences affect individuals with visual impairments, where conversations are directed at their companions instead of them. In crowded spaces, people often shout, "Wheelchair coming through," as if the wheelchair itself holds more significance than the individual it carries.

Consider a restaurant scenario where a woman requests the bill; how often is it presented to the male at the table? According to data from 2022, women comprised 51.7% of the UK population, as reported by ourworldindata.org. While these figures do not account for non-binary identities, they prompt reflection on the tendency to assume that the majority of people are incapable of making decisions.

Customer service begins with recognizing the customer, and we come in various forms. Assumptions should not be made based on visible differences such as the use of a wheelchair or the presence of a cognitive disability.

Improving these interactions requires minimal effort, and in a busy hotel setting, there are ample opportunities to practice and improve. However, the willingness to do so is essential.

The first video, titled "Life as a New Wheelchair User: 8 Essential Tips," offers valuable insights for those navigating life in a wheelchair. It emphasizes the importance of understanding the unique challenges faced by wheelchair users and provides practical advice for making daily tasks easier.

The second video, "7 Questions Wheelchair Users Don't Mind Answering," sheds light on common inquiries that wheelchair users encounter. It encourages open dialogue and understanding, promoting a better grasp of the experiences and needs of individuals with disabilities.

Chapter 2: The Importance of Communication

In conclusion, fostering an environment of empathy and understanding is crucial for enhancing customer service experiences for everyone, especially for those with disabilities.