The key benefits to you
Attract new customers
We help you avoid faux pas and embed customer service practices that have the disability community raving (in a good way). We also broadcast your good work to our networks to help you reach new customers.
Boost customer loyalty
We provide you with clear instruction and training to get your customer service right. You’ll stand out as the obvious choice for people with invisible disabilities, so they’ll keep coming back.
Live your brand values
We help you demonstrate your culture to your customers by being proactively socially responsible. Customers are more likely to return to and recommend businesses that care about diversity, even if they’re not from a diverse group themselves.
We help you get perspective on the areas that present a risk to your organisation. This will help you prioritise and get started quickly on the things that will make the most impact – both to you and your customers.
Ultimately, we’d love to see all industries embrace an inclusive customer experience. However, we specialise in working with four key industries who we have identified as being particularly important to the day to day experience of customers with invisible disabilities.
The autism community is driving demand in NDIS services. InvisAbility helps support staff to be confident in meeting the complex needs of this audience to ensure higher retention of both NDIS customers and skilled staff.
The stressful nature of illness – particularly in emergencies – increases the likelihood of communication and behavioural breakdowns. InvisAbility helps frontline health professionals feel confident in tackling these incidents safely and respectfully.
From public attractions to airlines, customers with a disability will make up 25 percent of the tourism market by 2020. InvisAbility helps you identify and remove barriers that may be deterring visitors with invisible disabilities from using your services, so you can tap into this valuable market segment.
Retail and Hospitality
Organisations that demonstrate respect and empathy during difficult situations stand out to customers with invisible disabilities. InvisAbility helps companies provide customer service that creates loyal customers and positive word of mouth.
We have worked with a number of different companies to address the issue of inclusion. Here’s a snapshot of the feedback received:
“Once again, a huge thank you for your coordination of this training. Charmaine was a great presenter, and the feedback I have had from my staff is that they learnt a lot of information that can be applied, not only to our clients with ASD, but from all walks of life. I particularly enjoyed the clip at the beginning – it was wonderfully done, and tugs at the heartstrings a bit.”
Michelle Gordon – Human Resources and Quality Manager, Quality Healthcare
“Thank you very much once again for the visit and workshops. I know what it’s like just trekking from Australia to Muscat and then to complete 3 days of workshops of that quality and content was simply amazing. We have received nothing but positive comments from the workshops which is very encouraging and drives us to deliver again next year.”
Steve Johnson – Founder, Golf Fore Autism
We had such terrific feedback after the last training session that we wanted to run it again please!”
Sophie Masters – Manager of Visitor Services, Australian Museum
Facts for decision makers
About 600 years ago – a Dutch chap by the name of Desiderius Erasmus said ‘Prevention is better than a cure’ and those six words are at the heart of what InvisAbility offers.
While we were developing our products and services, we spoke to many organisations to find out what might stop them from investing in inclusion. Common responses were that it is too hard, too expensive or too niche.
The good news is – none of that is true.
The bad news is – now you’ve got no reason not to be an inclusive organisation.
We addressed the five most common ”yeah but” rationalisations we heard from decision makers.
Invisible disabilities are a small, niche segment
There are over 736,000 Australians with Autism Spectrum Disorder, Global Developmental Delay and other intellectual delays. Our research indicates over 78% of these people will have at least one parent or carer who assists them. This means there are likely to be over 1.2 million Australians with a deep, personal connection to invisible disability.
To put this in perspective, there are only 175,000 Australians who use wheelchairs, or a total of 350,000 Australians, including carers.
This makes invisible disability a huge, overlooked customer segment, with very distinct needs and substantial purchasing power.
The likelihood of a complaint or media incident is small
There were over 5,800 complaints made to the Australian Human Rights Commission relating to the Disability Discrimination Act in 2017. 1 in 3 complaints made are related to the provision of goods and services.
Emirates found themselves at the centre of global media backlash after forcing a teen with autism off a flight, despite medical certification. Jetstar made national headlines when staff did not allow a passenger with autism to board with an assistance dog. Woolworths recently came under fire after falsely accusing a customer with autism of stealing. As the leading media voice for autism in Australia, we are frequently asked to comment when these mishaps occur, far more often than we’d like!
It’s too difficult and expensive to make the changes
80% of people with a disability will not provide feedback so services can improve. This lack of knowledge leads to lost sales. However, improving your customer experience for people with invisible disabilities is far less expensive and time consuming than you think. Not only that, it’s a mutually beneficial process for both you, your existing and potential customers. Businesses don’t have to tackle everything at once. In fact, our research indicates a non-judgemental attitude from staff is the most impactful way of making a difference.
How will we ensure staff embrace changes?
73% of employees who say they work at a “purpose-driven” company are engaged. For employees who do not work at a purpose driven company, the number of employees saying they are engaged drops to just 23%. Diversity and inclusion are increasingly important issues to consumers. Furthermore, the non PC style of our training provides staff with the opportunity to ask any question they like. This results in your teams having the confidence to manage themselves in challenging circumstances and with challenging people for the rest of their career – a highly valuable skill.
How will we gain new customers through this investment?
When organisations are left in the dark about the needs of diverse customers, there are a high proportion of lost sales. In fact, 1 in 3 diverse customers have ceased a transaction due to being treated disrespectfully.
More than just walking away from a sale, these customers were also significantly more likely to actively avoided engaging with a particular organisation as a result of a negative experience due to their disability. Indeed, they were 3 times more likely to engage in avoidance behaviours.
Various studies over the years show that unhappy customers are much more likely to be very vocal about a poor experience. Social media in particular, provides a powerful platform for people to share their stories to help others living with invisible disabilities – and it’s a win for organisations if they are sharing positive ones!