REPORT

Serving clients with disabilities: A guide for small business owners

Office on Disability and Accessibility
This is a guide of practical ideas for businesses to create a welcoming place for customers with disabilities. They focus on low cost or no cost actions. The guide includes links to learn more. Many disabilities are "invisible," meaning that they are not immediately apparent. The recommendations included here aim to enhance access for everyone.

General guidance for any disability

To serve any person with any kind of disability, focus on good communication and positive customer interaction.

  • Assume competence
    Always speak to the customer as an adult capable of understanding.
    respectful assumptions
  • Ask how the person prefers to communicate
    This avoids guessing and ensures comfort.
    communication preference
  • Speak directly to the person, not a companion
    This shows respect and maintains autonomy.
    direct communication
  • Maintain eye contact and stay focused
    This signals that you are listening and engaged.
    active listening behaviors
  • Repeat or rephrase information when needed
    Clarifying helps avoid misunderstandings.
    clarification techniques
  • Pay attention to body language without overinterpreting it
    Not every movement is communication.
    body language awareness
  • Ask before touching mobility devices or belongings
    These items are part of a person’s personal space.
    respecting personal equipment
  • Assist with payment only with clear permission
    Some customers may need help retrieving a wallet or card.
    payment assistance etiquette
  • Place purchased items on a wheelchair or backpack when requested
    This supports independence and convenience.
    carrying assistance
  • Ask, “How can I best assist you today?”
    This simple question prevents assumptions and empowers the customer.
    customer-centered assistance
  • Invite Feedback and Co-design Improvements.
    The best way to improve accessibility is to ask the community. Such as:
    • Anonymous feedback forms
    • Short surveys about sensory comfort
    • Partnering with local disability advocacy groups
    • Testing changes with clients before full implementation
  • Even a simple sign that says, “If there’s anything we can adjust to make your visit more comfortable, please let us know,” signals openness and care.

Mobility disabilities

People may use wheelchairs, walkers, scooters, or other mobility devices.

  • Keep aisles clear and wide enough to move through easily
    Cluttered aisles can block access. Maintaining at least 3 feet of clearance ensures customers can navigate safely.
    accessible pathways
  • Offer to retrieve items from high shelves
    Many customers cannot reach elevated displays. Staff assistance ensures equal access to merchandise.
    staff assistance practices
  • Allow mobility devices in customer areas
    Wheelchairs and similar devices must be permitted anywhere customers are allowed.wheelchairs, mobility aids, and other mobility devices
  • Allow non-standard power-driven mobility devices in appropriate circumstances
    Devices like Segways® may be allowed unless they pose safety risks. Staff should understand in advance whether such devices are appropriate for your business.
    requirements regarding mobility devices and aids
  • Provide curbside or alternative service when barriers exist
    If a step or narrow doorway prevents entry, staff should bring products or services outside.
    alternative service methods
  • Understand that some barriers require long-term fixes
    Ramps, wider doors, and accessible restrooms may be added over time, but staff should still offer immediate alternatives.
    long-term accessibility improvements
  • Parking & exterior Access
Apply for a grant to improve your business's physical accessibility.

Service animals

Service animals are working animals, not pets.

  • Welcome service animals regardless of “no pets” rules
    They are trained to perform essential tasks for people with disabilities.
    service animal access
  • Know the only two questions you may ask
  • Allow service animals in all public areas
    They must be allowed anywhere customers can go.
    public access rules
  • Allow service animals for people with many types of disabilities. Not only people who are blind.

Blind or low vision customers

  • Offer navigation assistance respectfully
    Ask, “Would you like assistance?” and let the person take your arm if they choose.
    guiding techniques
  • Read menus, labels, or printed information aloud when asked
    This ensures equal access to information.
    verbal information access
  • Provide information in multiple formats
    Electronic documents, large print, or audio versions help customers access materials independently.
    accessible formats

Deaf or hard-of-hearing customers

Deaf communities are diverse with people identifying as Deaf, DeafBlind, DeafDisabled, Hard of Hearing, and Late-Deafened.

  • Ask about communication preferences
    Start by asking, “What’s the best way for us to communicate with you?” and honor their choice—whether it’s sign language, email, captioning, speech-to-text, texting, writing on a paper, or another method, and follow the method they choose.
    communicating effectively
  • Set up a Deaf-friendly space
    • Good lighting and seating for lip-reading or hand-signing
    • Captions on videos
    • Clear signs
    • Visual alarms
    • Easy-to-point-to menus
  • Speak clearly
    Facing the person and removing mask when possible.
    face coverings
  • Sign language interpreter
    • A business cannot require a Deaf person to bring their own interpreter.
    • When possible, as long as doing so doesn’t put too much strain on their budget, businesses should provide a qualified interpreter.
    • When an interpreter is needed, they usually must be booked a few days in advance.
    • If a small business cannot afford a sign language interpreter, there are other ways to communicate.
    • Friends or family can help only if the Deaf person prefers to use them
      sign language interpreters
  • Smartphone-based tools
    Many deaf people use speech-to-text or captioning apps on smartphones or tablets. Commonly used apps include Google Live Transcribe (Android), Ava, Cardzilla, Notta, Otter – iOS & Android
  • Keep pen and paper for backups
    Useful during power outages, in low-signal areas, or when tech fails—never the default.
  • Auxiliary Aids and Communication Services like Telecommunication Relay Service (TRS), Video Relay Services (VRS) and Video Remote Interpreting (VRI)
    Communication services like TRS, VRS, and VRI help people with hearing or speech disabilities communicate by phone or video, often through interpreters or captioning. Employees should treat relay calls like any other call, and VRS in particular lets people who use American Sign Language communicate through a video interpreter.
    effective communication

Speech disabilities

  • Be patient and allow extra time
    Do not interrupt or finish sentences for the person.
    communication patience
  • Use writing tools when needed
    Some customers may prefer typing or writing.
  • Ask the person to rephrase if you still don’t understand
    Different wording may be easier to understand.
    clear communication strategies

Neurodiverse customers

Neurodivergent disabilities include many different conditions, such as autism, ADHD, learning disabilities, and others.

What matters most is not knowing exactly what disability a customer has, but understanding what your business can do to help every customer feel comfortable and welcome.

Simple changes can make the experience better for everyone — customers, staff, and business owners — and can help turn first‑time visitors into regular clients.

  • Make communication clear and predictable
    Many neurodivergent clients appreciate clarity and structure.
    • Post clear signage with simple instructions
    • Offer step-by-step explanations of services
    • Provide written summaries of appointments or purchases
    • Display prices clearly to avoid uncertainty
    • Share what to expect (e.g., “Your appointment will take 45 minutes. We’ll begin with…”)
    • Predictability reduces anxiety.

Sensory Processing

Sensory disabilities can affect how people see, hear, or process sounds, lights, or other sensory information.

  • Use soft, warm lighting instead of harsh fluorescent lights.
  • Reduce the volume of background music.
  • Offer quiet hours
  • Provide a quiet space for decompression or offer noise-reducing headphones upon request.
  • Avoid or minimize strong scents.

Fragrances & Work-Related Asthma

  • Offer flexible communication options
    Not everyone prefers verbal interaction. Provide alternatives such as:
    • Online booking instead of phone-only appointments
    • Text or email communication options
    • Visual menus or printed guides
    • Contactless or low-interaction checkout options

Giving choice empowers clients and reduces stress.

cognitive disability

Intellectual or cognitive disabilities

  • Use simple, clear explanations
    Break information into smaller steps.
    plain language
  • Offer help reading labels or instructions
    Some customers may need support understanding written information.
  • Use visual cues or pictograms when possible
    Visual information can make navigation easier.
    visual communication aids

Chronic health disabilities

Many clients with chronic health disabilities (including Long COVID and autoimmune disorders) are immunocompromised or medically vulnerable.

  • Improve Air Quality & Infection Safety
    • Upgrade HVAC filters (MERV-13 or higher if possible)
    • Add portable HEPA air purifiers
    • Improve ventilation (open doors/windows when feasible)
    • Allow staff and customers to mask without stigma
    • Offer contactless payment and pickup options

Mental health disabilities

Partner agencies

Office of Small Business