How to Serve Handicapped Customers

by Matthew Schieltz

The Americans with Disabilities Act was signed into law in January 1992 and prohibits the exclusion of handicapped customers from enjoying everyday activities, such as eating in a restaurant or going shopping. Therefore, it is crucial that businesses make appropriate accommodations so they can serve handicapped customers as the law demands, but also provide generally fair and good customer service business practices.

1. Plan and build a wheelchair accessible ramp that leads up to your storefront door. This will allow you to serve more handicapped customers who want to shop at your business by giving them a specially designed entryway that is easy for them to use. Include rails and edge protection devices in the building of the ramp.

2. Provide more walking space in your store by widening aisles. The aisles should be large enough so that handicapped customers with wheelchairs, walkers or scooters will be able to easily fit and maneuver through them.

3. Construct your doors so they can be used by handicapped customers. Examples of handicap accessible doors are those that use handle bars or loops to open the door instead of a latch. In addition, electronic doors with push-button openers are safe and convenient for handicapped customers.

4. Place products at low enough levels so customers with handicaps can reach them. Alternatively, make sure that staff is on hand to help serve handicapped customers who need to reach products that are located on high shelves.

5. Create accessible tables for handicapped customers in wheelchairs. According to the Americans with Disabilities Act guidelines, a maximum height of 34 inches should be utilized in a restaurant or serving area if a business is accommodating handicapped customers.

6. Offer to serve handicapped customers with speech disabilities with a telecommunications device for the deaf. These devices translate a typed message that has been entered on a keyboard and allow for better communication between a business owner and her handicapped customers.

7. Consider implementing other ways to serve handicapped customers that will enhance the image of your business and overall service. A few examples are offering personal shoppers or helpers for handicapped individuals, implementing online ordering, as well as delivery services.


  • Follow the ADA Guide for Small Businesses when implementing new handicap-accessible policies; it provides construction guidelines for many devices.

About the Author


Photo Credits

  • George Marks/Retrofile/Getty Images
Suggest an Article Correction