Accessibility: A Competitive Advantage, with Gillian Scotford, Director from AccessibleUK
Creating inclusive experiences isn’t just good practice, it’s good business. Accessible tourism is growing rapidly, and businesses who embrace accessibility stand out as leaders in guest experience. Here are Gillian’s five practical strategies to make your venue more welcoming and profitable.
Tip 1: Work together. Build the accessible tourism jigsaw. Accessibility is a shared responsibility. When your venue publishes clear, detailed accessibility information online, you become part of a bigger picture. Together, businesses across Liverpool City Region can create a seamless experience for visitors with disabilities, helping them plan confidently and enjoy everything the city region offers.
Action: Add an accessibility information page to your website. Include details like step-free access, accessible parking, quiet spaces, and assistive technology.
Tip 2: Carer goes free. Remove barriers to enjoyment. For many disabled guests, the cost of essential support can be overwhelming, often exceeding £1,100 per month. These costs mean that even a simple day out can feel financially out of reach. By offering free entry for carers or essential companions, your business can make a huge difference. This small gesture ensures that disabled guests have the same opportunities to enjoy your venue as everyone else.
Action: Introduce a ‘Carer Goes Free’ policy for tickets, events, and experiences. Promote this benefit clearly on your booking page.
Tip 3: Shout about your accessibility features. Don’t hide your accessibility features, celebrate them! Guests need to know what’s available before they arrive. Whether you offer hearing loops or quiet spaces, make these visible online and in your marketing.
Action: Showcase accessibility features with photos, icons, and virtual tours. Add an Accessibility Highlights section to your homepage.
Tip 4: Invest in Continual Training. Accessibility starts with people. Staff who receive disability awareness training become confident, approachable, and knowledgeable. They know the right language to use and how to provide exceptional service.
Action: Create an Accessibility Champion, and arrange training for your team. Include modules on communication, empathy, and practical support.
Tip 5: Use Free Services and Toolkits. Improving accessibility doesn’t have to be expensive. One of the biggest misconceptions is that these additional improvements require major investment. In reality, there are many free or low-cost resources and options available to help you make meaningful changes without breaking your budget. The Liverpool City Region Accessibility Toolkit is packed with case studies, links to training, and practical tips for hospitality venues. It’s designed to help businesses embrace accessibility and achieve customer service excellence.
Action: Download the toolkit and share it with your team. Implement low-cost improvements like clear signage, portable ramps, and easy-to-read menus.
Why It Matters
Accessible hospitality isn’t just about compliance, it’s about creating unforgettable experiences for every guest. By embracing these strategies, you’ll attract a wider audience, boost customer loyalty, and position your business as a leader in inclusive tourism.
Find out more about AccessibleUK here.
