Guiding your deafblind customers
You may need to guide a deafblind customer around while you are serving them. Here are some basic dos and don’ts:
Do
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Offer your arm for the deafblind person to hold and they will follow you.
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Let them hold the handrail on stairs and walk in front of them, waiting at the top or bottom to guide them.
Don’t
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Grab, push or pull a deafblind person – this can cause an accident and be very frightening for them.
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Hurry the deafblind person; and try to make sure you don’t bump them into anything.
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Suddenly change directions – deafblind people often have problems with balance.
If you have to take a deafblind customer through a narrow space or doorway, move the arm they are holding onto gently behind you. As the deafblind person feels your arm move they will automatically move so that they are behind you.
When you are showing a deafblind person to a seat or chair, put their hand on the arm or seat of the chair and let them sit down. Please don’t try to push them into the seat.
Deafblind customers are more likely to be at risk of hurting themselves by walking into things or tripping over items left on the floor. Here’s how you can help:
- Keep forecourts, aisles, doorways, walkways, stairs and other floor space clear of obstructions including sandwich boards, signs, stacks or boxes of goods, rubbish and other items.
- If the fire alarm is raised, please check your business for any customers who may not have heard it or seen other customers leaving.
- Try not to wash floors when customers are around – deafblind people can’t see a slippery surface, warning signs or hear a shouted warning.
