Great retail experiences are built on respect, clarity, and human connection. Disability etiquette, the thoughtful, respectful way we interact with people with disabilities, is not about special treatment. It’s about good customer service and good business. For store owners, managers, and front-line staff, understanding disability etiquette helps avoid awkward moments, builds confidence, and creates a welcoming experience for every shopper and employee.

What Disability Etiquette Means (in Practice)

At its core, disability etiquette starts with seeing the person first, not the disability. Customers and coworkers with disabilities are individuals with unique preferences, abilities, and communication styles—just like everyone else. In a retail setting, this means speaking directly to the individual, asking before offering help, and avoiding assumptions about what someone can or cannot do.

Avoiding Common Missteps

Well-meaning staff sometimes overcompensate: changing their voice, crouching unnecessarily, or assuming understanding without checking. Treat people naturally, follow up to confirm clarity, and don’t avoid conversations about accessibility. Universal design benefits everyone, not just people with disabilities.

Why Inclusive Service Makes Business Sense

People with disabilities represent the largest untapped talent pool and a significant customer base. Retailers that embrace inclusive customer service often see stronger teamwork, better retention, improved compliance, and a positive public image. Just as important, inclusive practices help staff become better communicators and more empathetic leaders, on and off the sales floor.

Disability etiquette isn’t a one-time training; it’s an ongoing commitment. With leadership buy-in, trusted partners, and a willingness to learn, retailers can confidently serve every customer with respect—and that’s always good business.

Encourage Your Staff to Learn More About Disability Etiquette

  • Connect with your local Michigan Rehabilitation Services to conduct a disability awareness presentation for staff.

  • Ensure your organization has its own Reasonable Accommodations Coordinator.

Cost-free Support Systems/Collaborators

  • Bureau Services for Blind Persons (BSBP) is a state agency that assists blind individuals.

  • Individuals with disabilities may be able to open up a case with their local Michigan Rehabilitation Services, which provides needed reasonable accommodations, support for self-sufficiency and mental health, and more.

  • ADA compliance:

    • Facilities can be evaluated by State of MI Civil Rights and/or Michigan Rehabilitation Services Business Network Division.

    • Employment practices can be evaluated by the websites to the right or with the Michigan Rehabilitation Services staff.

    • Telecommunications can be evaluated by ensuring all written and auditory information is conveyed appropriately by consulting the ADA website above.

Communication Through the VARK Model

V - Visual
Ensure staff and applicants have information available in writing.

A - Auditory
Be sure to clearly convey information in a concise and understandable way.

R - Read/Write
Ensure that staff/applicants have the ability to write down key information discussed.

K - Kinesthetic
Incorporate hands-on activities in your everyday work.

ADA Resources

Job Accommodation Network  |  Americans With Disabilities Act  |  Disability Outreach Messaging Checklist  |  United States Access Board