Program Info09

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Information on the services of W. C. Duke Associates and its programs on disability etiquette.

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  • Program Info09

    1. 3. We Are Opening Doors®
    2. 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.
    3. 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.
    4. 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?
    5. 8. <ul><li>An employee is talking to a customer who has a speech impairment that is difficult to understand. What steps can the employee take to facilitate communication? </li></ul>
    6. 9. <ul><li>Do your personnel and managers know how to accept or place a call using your state telecommunications relay center? </li></ul><ul><li>Do they know the protocols for interacting with the Communication Assistant? </li></ul>Persons having hearing loss need to contact your business for information.
    7. 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?
    8. 11. <ul><li>How would your employees modify customer service procedures for customers using wheelchairs if these customers encounter barriers, such as high counters? </li></ul>
    9. 12. If you or your employees don’t know ALL of the answers, then you are not ADA Title III compliant.
    10. 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” ….
    11. 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
    12. 15. OPENING DOORS ® We can help you by to access guests with disabilities through customer service training in disability etiquette.
    13. 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.
    14. 17. <ul><li>This inexperience and uncertainty can lead to discomfort in being around persons with disabilities. </li></ul><ul><li>A recent Harris Poll showed that 58% of all Americans are uneasy around persons with disabilities. </li></ul><ul><ul><li>47% feel actual fear. </li></ul></ul>
    15. 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
    16. 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.
    17. 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
    18. 21. The Opening Doors® Programs <ul><li>Are designed for fast implementation. </li></ul><ul><li>Target all employees having customer contact. </li></ul><ul><li>Can be part of new-hire orientation. </li></ul><ul><li>Are fun and entertaining. </li></ul><ul><li>Encompass all learning styles for retention. </li></ul>
    19. 22. SKILLS FOR SUCCESS <ul><li>The Ten Commandments of Disability Etiquette © that establish an immediate comfort level by giving your staff confidence to face uncertain situations. </li></ul><ul><li>How to assist, give clear directions, and escort guests who are blind. </li></ul><ul><li>How to orient guests with vision loss to your facility. </li></ul>
    20. 23. <ul><li>Four steps to effective communication with guests having hearing loss. </li></ul><ul><li>How to understand guests with speech impairments. </li></ul><ul><li>Access issues for guests with mobility impairments and wheelchair etiquette. </li></ul><ul><li>Basic assistance animal issues and protocols. </li></ul>PLUS MUCH MORE!
    21. 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.
    22. 25. A nother D arned A ggravation ... We help you see the ADA , not as but as A dditional D ollars A vailable.
    23. 26. We are OPENING MINDS to the size and power of the largest minority in the U.S. People with Disabilities.
    24. 27. The disability market equated with state populations. Speech Hearing Visual Mobility Brain Injuries
    25. 28. U. S. Census Bureau, 2002 <ul><li>54 million Americans </li></ul><ul><li>Over $1 trillion in aggregate income </li></ul><ul><li>$188 billion in disposable income </li></ul>
    26. 29. MARKET VITALITY <ul><li>Market Segment % US Consumer Spending 1990 </li></ul><ul><li> Population $ Billion </li></ul><ul><li> </li></ul><ul><li>Asian 2.8 -------- </li></ul><ul><li>Hispanic 9.0 $172 </li></ul><ul><li>African American 11.8 $250 </li></ul><ul><li>Disability* 17.3 $250+ </li></ul><ul><li>*Aging Baby Boomer segment and longer life span will result in significant segment growth. </li></ul><ul><ul><ul><ul><ul><li> </li></ul></ul></ul></ul></ul>Source: Advertising Age
    27. 30. Source: Travel Industry of America Harris Poll January, 2003 <ul><li>71 percent of American adults with disabilities, or about 22 million people, have traveled at least once in the past two years. </li></ul><ul><li>Total travel expenditures for the disability market equal </li></ul><ul><ul><ul><ul><li>More than $27 billion for 2 years </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Approximately $13.6 billion annually </li></ul></ul></ul></ul><ul><li> </li></ul>
    28. 31. Source: Travel Industry of America Harris Poll January, 2003 <ul><li>Americans with disabilities could spend twice as much, approximately $27 billion per year if the following needs were met: </li></ul><ul><ul><ul><li>Amenities and accessibility </li></ul></ul></ul><ul><ul><ul><li>Staff members who go out of their way to accommodate guests with disabilities </li></ul></ul></ul>
    29. 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.
    30. 33. Strategic Marketing Services <ul><li>Market Research </li></ul><ul><li>Strategic Direction </li></ul><ul><li>Cultural Assessments </li></ul><ul><li>Project Management </li></ul><ul><li>Media Outreach </li></ul><ul><li>Partnership Development </li></ul><ul><li>Internal Communications </li></ul><ul><li>Grassroots Communications </li></ul><ul><li>Creative Services </li></ul><ul><li>Direct Mail Promotion </li></ul><ul><li>Mystery Shopping </li></ul><ul><li>Product Development </li></ul><ul><li>Beta Testing </li></ul><ul><li>Web Site Usability </li></ul>
    31. 34. <ul><ul><li>American Airlines </li></ul></ul><ul><ul><li>American Express </li></ul></ul><ul><ul><li>AT&T </li></ul></ul><ul><ul><li>Denny’s </li></ul></ul><ul><ul><li>Embassy Suites Hotels </li></ul></ul><ul><ul><li>Harrah’s Entertainment </li></ul></ul><ul><ul><li>Holiday Inns </li></ul></ul><ul><ul><li>InterContinental Hotels Group </li></ul></ul><ul><ul><li>John Q. Hammons Hotels </li></ul></ul><ul><ul><li>Long John Silver’s </li></ul></ul><ul><ul><li>Olive Garden </li></ul></ul><ul><ul><li>Red Lobster </li></ul></ul><ul><ul><li>T.G.I. Friday’s </li></ul></ul><ul><ul><li>Walt Disney World </li></ul></ul>C lients for custom training programs include ...
    32. 35. <ul><ul><li>Abilities Expo </li></ul></ul><ul><ul><li>America Online </li></ul></ul><ul><ul><li>AT&T </li></ul></ul><ul><ul><li>Bank of America </li></ul></ul><ul><ul><li>Darden Restaurants </li></ul></ul><ul><ul><li>ESPN </li></ul></ul><ul><ul><li>Inland Empire Health </li></ul></ul><ul><ul><li>Fleishman-Hilliard </li></ul></ul><ul><ul><li>JP Morgan Chase </li></ul></ul><ul><ul><li>WellCare Health </li></ul></ul>C lients for marketing services include ...
    33. 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.
    34. 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
    35. 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
    36. 39. Expertise + Solutions = Results & Success Our winning formula is the key.
    37. 40. 804.633.6752 www.wcduke.com Please call for proposals on customized training and marketing solutions.

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