SlideShare a Scribd company logo
 
 
We Are Opening Doors®
 
TAKE A CLOSER LOOK ©2009 W. C. Duke Associates, Inc. ALL RIGHTS RESERVED AT YOUR DISABILITY EQ.* Etiquette Quotient Please click to advance each slide.
If you don’t know your EQ score,  then your business is at risk for  ADA litigation. Take the Disability EQ Test to see how you rate.
Do you and your employees know the answers to these questions?  A customer with a dog enters your business.  The customer says it is an assistance dog.  Can your employees ask for any certification that this is, indeed, an assistance animal?
[object Object]
[object Object],[object Object],Persons having hearing loss need to contact your business for information.
What are the correct procedures for handling money, giving change, or processing credit card transactions with customers who are blind or have low vision?
[object Object]
If you or your employees don’t know ALL of the answers, then you are not ADA Title III compliant.
The ADA mandates companies “modify their policies, practices and procedures to avoid discrimination.” Title III goes beyond physical access issues. In other words “ Attitudinal Access” ….
So you can be as disability  friendly as you need to be. “ A ccessibility is not the same as   hospitality. So often people with disabilities are treated as a problem to be dealt with rather than a valued customer. ” Cyndi Jones, Executive Director Center for an Accessible Society
OPENING DOORS ® We can help you by to access guests with disabilities through customer service training in disability etiquette.
Why do you need Opening Doors®? If you and your employees haven’t been around family members, friends, or neighbors with disabilities, then it hasn’t been part of your life experience.  You are inexperienced about what to say or what to do.
[object Object],[object Object],[object Object]
We have to “ramp” the human mind or the rest of the ramps won’t work. George Covington,  Former White House Advisor on Disability Issues
The Opening Doors® programs do “mind ramping.” This includes establishing employee comfort levels with customers having disabilities, plus teaching practical skills, not just sensitivity or awareness.
A ttitude  D etermines  A ccessibility The programs are  specific and individualized  for the hospitality, food service, retail, entertainment, banking and travel industries so they understanding  that ADA means
The Opening Doors® Programs ,[object Object],[object Object],[object Object],[object Object],[object Object]
SKILLS FOR SUCCESS ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],PLUS MUCH MORE!
N ever has a training program received such high marks by our employees. Clyde E. Culp, Former CEO Embassy Suites Hotels   Our programs have a demonstrated, proven return on investment by limiting ADA litigation, decreasing customer service complaints, while increasing guest satisfaction.
A nother   D arned  A ggravation   ... We help you see the ADA , not as but as A dditional   D ollars  A vailable.
We are OPENING MINDS to the size and power of the largest minority in the U.S.  People with Disabilities.
The disability market equated with  state populations. Speech Hearing Visual Mobility Brain Injuries
U. S. Census Bureau, 2002 ,[object Object],[object Object],[object Object]
MARKET VITALITY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source:  Advertising Age
Source:  Travel Industry of America Harris Poll January, 2003 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Source: Travel Industry of America Harris Poll January, 2003 ,[object Object],[object Object],[object Object]
W. C. Duke’s marketing division provides strategic direction to companies wishing to create brand-building relationships with consumers having disabilities. We have succeeded in quickly responding to client needs while keeping very close with subtle shifts in the market.  This enables us to provide clients with the most effective development and execution of strategies.
Strategic Marketing Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],C lients for custom training programs include ...
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],C lients for marketing services include ...
W. C. Duke Associates has the keys for accessing the disability market. We help you open your door and put out the welcome mat.
Consider being proactive, not reactive on your disability initiatives. Even if you’re on the right track, you’ll get run over if you just sit there. Will Rogers
Your company can be taking A ttention   to C ustomer   Service T raining, plus I nvestigating   the O pportunity   for a N ew   Market
Expertise + Solutions = Results & Success Our winning formula is the key.
804.633.6752 www.wcduke.com Please call for proposals on customized training and marketing solutions.

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Program Info09

  • 1.  
  • 2.  
  • 3. We Are Opening Doors®
  • 4.  
  • 5. TAKE A CLOSER LOOK ©2009 W. C. Duke Associates, Inc. ALL RIGHTS RESERVED AT YOUR DISABILITY EQ.* Etiquette Quotient Please click to advance each slide.
  • 6. If you don’t know your EQ score, then your business is at risk for ADA litigation. Take the Disability EQ Test to see how you rate.
  • 7. Do you and your employees know the answers to these questions? A customer with a dog enters your business. The customer says it is an assistance dog. Can your employees ask for any certification that this is, indeed, an assistance animal?
  • 8.
  • 9.
  • 10. What are the correct procedures for handling money, giving change, or processing credit card transactions with customers who are blind or have low vision?
  • 11.
  • 12. If you or your employees don’t know ALL of the answers, then you are not ADA Title III compliant.
  • 13. The ADA mandates companies “modify their policies, practices and procedures to avoid discrimination.” Title III goes beyond physical access issues. In other words “ Attitudinal Access” ….
  • 14. So you can be as disability friendly as you need to be. “ A ccessibility is not the same as hospitality. So often people with disabilities are treated as a problem to be dealt with rather than a valued customer. ” Cyndi Jones, Executive Director Center for an Accessible Society
  • 15. OPENING DOORS ® We can help you by to access guests with disabilities through customer service training in disability etiquette.
  • 16. Why do you need Opening Doors®? If you and your employees haven’t been around family members, friends, or neighbors with disabilities, then it hasn’t been part of your life experience. You are inexperienced about what to say or what to do.
  • 17.
  • 18. We have to “ramp” the human mind or the rest of the ramps won’t work. George Covington, Former White House Advisor on Disability Issues
  • 19. The Opening Doors® programs do “mind ramping.” This includes establishing employee comfort levels with customers having disabilities, plus teaching practical skills, not just sensitivity or awareness.
  • 20. A ttitude D etermines A ccessibility The programs are specific and individualized for the hospitality, food service, retail, entertainment, banking and travel industries so they understanding that ADA means
  • 21.
  • 22.
  • 23.
  • 24. N ever has a training program received such high marks by our employees. Clyde E. Culp, Former CEO Embassy Suites Hotels Our programs have a demonstrated, proven return on investment by limiting ADA litigation, decreasing customer service complaints, while increasing guest satisfaction.
  • 25. A nother D arned A ggravation ... We help you see the ADA , not as but as A dditional D ollars A vailable.
  • 26. We are OPENING MINDS to the size and power of the largest minority in the U.S. People with Disabilities.
  • 27. The disability market equated with state populations. Speech Hearing Visual Mobility Brain Injuries
  • 28.
  • 29.
  • 30.
  • 31.
  • 32. W. C. Duke’s marketing division provides strategic direction to companies wishing to create brand-building relationships with consumers having disabilities. We have succeeded in quickly responding to client needs while keeping very close with subtle shifts in the market. This enables us to provide clients with the most effective development and execution of strategies.
  • 33.
  • 34.
  • 35.
  • 36. W. C. Duke Associates has the keys for accessing the disability market. We help you open your door and put out the welcome mat.
  • 37. Consider being proactive, not reactive on your disability initiatives. Even if you’re on the right track, you’ll get run over if you just sit there. Will Rogers
  • 38. Your company can be taking A ttention to C ustomer Service T raining, plus I nvestigating the O pportunity for a N ew Market
  • 39. Expertise + Solutions = Results & Success Our winning formula is the key.
  • 40. 804.633.6752 www.wcduke.com Please call for proposals on customized training and marketing solutions.