Box Office Video – case study
Box Office Video in Whitstable has a number of regular disabled customers, thanks to the adjustments the shop has made and the excellent service it provides to meet each customer’s individual needs.
The shop has double doors with a level entrance to allow easy access for people who use a wheelchair. In the unlikely event of these doors being closed there is a buzzer for customers to alert staff. Display stands have been arranged to ensure each aisle is wide enough for customers who use a wheelchair. The shop has plans to further reduce the number of display units to create more space.
If customers have difficulty standing for long periods of time staff will provide seats, which are behind the counter.
Box Office Video provides a flexible service to meet the needs of disabled customers. For example, the return policy for videos was changed for one disabled customer who could only return videos when his carer visited two days a week. This customer can now keep videos for five days without paying the 50p per day late charge. The shop is also planning to start a home delivery service.
Staff are always on hand to help visually impaired customers or customers who have difficulty reading. As Adam Granger at Box Office Video explained: “We have one regular customer who asks staff to read the small print on the video covers and to identify whether the video has an English facility for hearing impaired people.”
The shop found the adjustments easy to make. As Adam pointed out: “It isn’t difficult being helpful and considerate to people of all abilities. Good customer service ensures that our regular disabled customers keep coming back.”