The DDA states that you must not treat disabled customers unfairly. No matter what size your business is, if you can't provide your service to a disabled person, you must consider whether there are other ways of providing an equivalent service, such as home delivery, where this is reasonable.
This is also good business practice, because improving customer service for disabled people is likely to result in better customer service for many other people, too. For example, making your premises easier to access should also make it easier for people carrying heavy bags, parents with pushchairs, etc.
You may not have to make expensive changes to buildings. You do have to think about of the needs of your disabled customers and make reasonable changes.
You do have to think about of the needs of your disabled customers
There are lots of things you can do. Some changes don't cost very much, such as providing a seat for people who have mobility impairments and cannot stand for very long.
If you are unsure how you can assist a disabled person, you could consider asking them what you can do to help.
There are some examples of how other businesses have made changes to meet the needs of disabled customers at www.dwp.gov.uk/dda
