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Predictability, choice and control

Support customer service preferences

Respect individual needs by adapting service, communication, and pace to match each customer’s preferences and comfort levels.

A boy is seating for his haircut

Why this matters

 

People have different needs, boundaries and comfort levels. When you respect them, more people can use your services safely and comfortably.

Offer more accessible service. You can do this by asking customers to share their preferences with your team. Encourage them to bring supports, like headphones or sensory tools. Respect the pace that customers want for their service.

“What I find works well is when people understand. If people have a connection to someone with autism or an intellectual disability, it's much easier for them to understand.” 

Community Member

What best practice looks like:

 
  • Make changes to standard options when needed
  • Invite customers to bring supports, such as headphones, fidgets or a support person
  • Work at the customer’s pace
  • Ask for consent before any physical contact. Monitor for any changes or signs of stress and reaffirm consent during the service.
  • Accept when customers say no to contact or closeness
  • Offer breaks during longer services
  • Adapt communication to the customer's needs and preferences
  • Let the customer guide the interaction
  • Make pre-service communication a priority

Example:

A hairdresser has information about their salon and access options on their website. In the salon, they ask: “Are you comfortable with me touching your head and shoulders? Would you like me to explain each step before I start?” The hairdresser also invites customers to use sensory tools during the service.