Today, I have the pleasure of welcoming Donna Cutting, author of newly released The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service, on her Celebrity Experience Blog Tour. Her book is about providing quality service to all customers. Here she shares her advice when serving customers with disabilities:

When Glenda invited me to write a guest post about providing customer service to people with disabilities, I was honored. Then, I was nervous. While providing a red-carpet customer experience is my area of expertise, I would never presume to call myself an expert on the American Disabilities Act, accessibility, or the various needs of people living with disabilities.

Perhaps that’s why I am the perfect person to write this post! Because even with my years of past experience in the field of elder-care, and working with people who have developmental disabilities, I am smart enough to know that I know very little. My guess is that most service professionals are in the same boat – they may know even less.

Yet, they meet people living with disabilities every day. They’re called customers.

I recall this incident which I wrote about in The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service:

A few months ago, I was in the airport riding on a shuttle from one concourse to another. The shuttle was full of people, and behind me was a party of three – two airport employees and one woman who was in a wheelchair. One of the employees was apparently escorting the woman in the wheelchair to her gate and like me, they were taking the shuttle to get there. While they rode, the two employees carried on a loud conversation with each other about another employee and how she had refused to ‘do wheelchairs.’ “I’m sick and tired of doing wheelchairs,” one of them said. “Why should I have to do all the wheelchairs when she gets out of it?” “I know,” the other one exclaimed. “I’ve pushed three wheelchairs already today, and I’m just going to refuse from now on.” Wow. I didn’t know what to do, quite frankly. I couldn’t believe they were having this conversation right in front of this woman, without regard to her feelings at all. I looked at the woman in the wheelchair and smiled at her. She smiled back and lifted her shoulders in resignation. I refrained from commenting, thinking the woman had already been embarrassed enough. But I wonder if I made a mistake. Someone should have called those young women on their behavior.

Here’s what I think Managers can do to ensure that EVERYONE – including those living with disabilities – gets red-carpet treatment from their employees.

1. Hire people who have the sensitivity to treat people with kindness. If someone is going to be serving your customers, kindness should be in the job description.
2. Learn everything you can about the American Disabilities Act and accessibility laws. Ensure that everyone on your team has this information. Learn how to reframe your language when discussing people who have disabilities. For instance, that airport employee wasn’t “doing wheelchairs.” She was escorting a PERSON who uses a wheelchair.
3. Provide exceptional, ongoing training on the needs of your customers living with disabilities – to ensure that they are given red-carpet treatment – and that their unique needs are met with their dignity intact.
4. Hold your team accountable for their actions! Do not tolerate employees who treat unkindly, condescendingly, or without dignity.

©2008, Donna Cutting

Portions of this blog post are excerpted from The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service (Wiley, 2008) by Donna Cutting. Used by permission only.

This book excerpt was part of a blog tour brought to you by Key Business Partners.

Yesterday, the blog tour stopped at these locations:

• Mary Eileen Williams / Feisty Side of Fifty
• Kirsten Harrell / I Pop In
• Pam Archer / I Do Weddings

Today, this is celebrated also at these blogs:

• Karen Putz / A Deaf Mom Shares Her World
• Debba Haupert / Girlfriendology

And tomorrow, it will continue to be celebrated at these blogs:

• Andrea Nierenberg / The Nierenblog
• Heidi Caswell / Get Your Cards Here
• Jenn Givler / Create a Thriving Business
• Melodieann Whitley / Wealth Together

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With two virtual book tours under my belt in promoting my autobiography I’ll Do It Myself, I’m now have a better sense of what contributes to the success of this kind of book promotion.

My first virtual book tour “40 Blogs in 40 (Business) Days” was way too long, particularly for my first attempt at this kind of marketing. My new blog still had “Wet Paint” signs and I had only 10% of the appearances confirmed when I headed out, which added to the excitement of the experience in that I literally didn’t know where I was headed next. It meant I was scrambling to find bloggers while I was answering interview questions, which meant many late nights. No wonder I ended up with bronchitis for a month at the tour’s end, losing the momentum I had built over the eight weeks.

The second tour “Summer Sojourn” was only two weeks and was much more enjoyable. Because my blog is more established, finding willing hosts within my target market was significantly easier. This time I headed out with 80% of the appearances confirmed; the other two dates were easily filled thanks to the networking I’d been doing. Book sales also dramatically increased.

On the “Summer Sojourn” tour, a theme unexpectedly arose that most of the hosts continued. Seeing where my Ferrari 360 Spyder would take me next added another dimension to the experience for the readers, encouraging them to follow the tour more closely. Amazing! I couldn’t have planned that magic better if I had tried!

From my experience, the key to successful virtual book tours is short, targeted and themed. I’ll keep this in mind while I plan my British tour. Watch for details in a few weeks!

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Brisbane skyline at night

After two weeks of amazing travel, I wearily flew back to Australia (wishing these weren’t virtual air miles) for the final appearance on my Summer Sojourn virtual book tour, promoting my autobiography I’ll Do It Myself. Upon landing at Brisbane Airport and meeting Yvonne Russell from Grow Your Writing Business, my energy was renewed. I had arrived in time for the 10th Anniversary River Festival, with fireworks planned for that night. What better way to wrap up my book tour!

While Yvonne graciously showed me around the city, we discussed virtual book tours, ebooks and secrets for writers. There was even some talk of a second book! Please join us.

Thanks to Yvonne, this tour ends the same way it began: in style! I sincerely thank the ten bloggers who hosted this tour. You made it magical and unforgettable:

• Jody DeVere (Thousand Oaks, California, USA)
• Karla Meachem (Esterhazy, Saskatchewan, Canada)
• Mike DeWitt (Scottsdale, Arizona, USA)
• Jacqui Dalling (Southport, Queensland, Australia)
• Susan Reynolds (Sterling, Virginia, USA)
• Karen Putz (Bolingbrook, Illinois, USA)
• Jana Wall (Terre Haute, Indiana, USA)
• Ruth Ellison (Isabella Plains, Australia Capital Territory, Australia)
• Emma Magnago-Prime (Cleveland, United Kingdom)
• Yvonne Russell (Brisbane, Queensland, Australia)

I also thank my readers for following along on my tour and offering your support. And, I look forward to getting to know the new faces I met along the way. Thank you.

My Ferrari 360 Spyder now goes into the shop for a tune-up and I take the weekend off to recover from the jetlag. But, I will be well rested in time for Readers’ Café on Wednesday, September 5th, at 4pm (pacific time) precisely. Hope you can join us.

Have a great long weekend and thank you!

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The purple heather-covered moors of North Yorkshire

Early this morning the Learjet landed at Heathrow and I drove the leased MG Midget to the north of England, through the moors covered with purple Heather and thinking about my mom Heather. At the Moors National Park Centre I meet Emma, an avid knitter – another reminder of Mom.

Emma is also mom to adorable Oliver who turned eight earlier this week and has cerebral palsy. While Oliver and his Dad entertained themselves with his new Nintendo, Emma and I chatted about friendships while growing up with a disability, finding funding for much needed equipment, and using communication devices. Join us in the beautiful English countryside.

I now fly back to Australia (who arranged this itinerary?) for the last stop on this magical Summer Sojourn virtual book tour. But I sense I’ll return to England in the near future. For now,
please cast your daily votey so I may win the opportunity to be paid to blog for a year (be sure to click on “Vote for Glenda Watson Hyatt”). My goal is #3 by Labour Day. With your support, I know I can do it. Thanks!

See you tomorrow, down under!

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Canberra’s Parliament House

Overnight I was back on the Learjet, flying to Isabella Plains, a suburb of Australia’s capital city Canberra. This trip to the land down under I am meeting with Ruth Ellison, an interaction designer who is extremely passionate about creating accessible and useful user experiences.

Today we chatted about living with cerebral palsy, our common passion for web accessibility, and a new term I recently coined: Disability 2.0 – “Nothing about us without us”. Please join us.

Tonight I board the Learjet for the United Kingdom – I’m training for the life of the rich and famous!

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Turkey Run State Park, Indiana

After spending the day at the Indianapolis Motor Speedway (being so close, I just had to!), I drove over to Turkey Run State Park to meet blogger Jana. A quiet place to chat was what we both needed.

Being a woman about to embark on married life, I found myself offering Jana some advice. Jana is also serious considering fostering children with special needs. Because my parents were such a positive impact on my childhood, growing up with cerebral palsy, I also found myself offering advice to parents with special needs kids. Please help yourself to a cool beverage and join us for our chat under a shady tree.

With time travel involved, I’m heading back to Australia tomorrow! Until then, please vote daily so I may win the opportunity to be paid to blog for a year (be sure to click on “Vote for Glenda Watson Hyatt”). I have secured fourth place! My next goal is #3 by Labour Day. With your support, I know I can do it. Thanks!

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(Photo credit: Hannah Boettcher)

After driving nearly six hundred miles in my red Ferrari this weekend (yes, life is tough!), I pulled up in front of Karen Putz’s home in Bolingbrook, Illinois, shortly after she got her kids off to school. Not bad timing!

Karen is a deaf mom to three deaf and hard of hearing kids. Her husband is also deaf. Her dog Kaycie hears a rabbit breathing a half mile away! Through her involvement with Illinois Families for Hands & Voices, Karen is active as both a Deaf Mentor to families with newly identified deaf children in the Chicago area.

Over a box of still warm Krispy Kreme doughnuts, we discover that communication is the largest barrier that we both face, particularly in group settings. Those times can be the most isolating for us. The internet levels the playing for us, making communication much easier. Karen appreciates when people add captioning to videos and provides transcripts for podcasts, making those forms of communication also accessible to her. Please join us for our chat. There may be a couple of doughnuts left!

Tomorrow I am off to Indiana, home of the Indy. Sounds like a side trip is in order! Until then, please vote daily so I may win the opportunity to be paid to blog for a year (be sure to click on “Vote for Glenda Watson Hyatt”). With your support, I have secured fourth place! Thanks. Can we make #3 by Labour Day?

Finally, a reminder that an ebook version of my autobiography I’ll Do It Myself is now available, and autographed paperbacks are also still available. Order yours today. Gas for this Ferrari is expensive!

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Thomas Jefferson penning the Declaration of Independence felt an appropriate image for today. (Photo credit: Thad Zajdowicz)

From Queensland, Australia, I flew overnight to Dulles International Airport in the suburbs of Washington DC to meet with Susan Reynolds, a new media consultant.

Initially, like any good hostess unsure how to be around someone in a wheelchair, she fussed over me until I could share with the first etiquette tip when communicating with someone with a disability:

Relax. Don’t be afraid to ask questions when you’re unsure of what to do.

Once reassured and comfortable in her living room, we had pleasant chat about how interacting online gives us the freedom to choose what and how much we reveal about ourselves, which can be quite liberating. Please join us. Thanks Susan for a great day!

I now pull out my US road map, jump in my Ferrari and leisurely make my way to Bolingbrook, Illinois, for Monday. Until we meet again, please vote daily so I may win the opportunity to be paid to blog for a year (be sure to click on “Vote for Glenda Watson Hyatt”). Only 65 votes needed to take fourth place. Together, we can definitely achieve that today. Thanks kindly!

Have a great weekend!

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(Photo credit: Martin van Rensburg)

Today, the Ferrari is parked and the Learjet is warming up on the tarmac. I’m off to Queensland, Australia! (Is the universal Law of Attraction picking up these hints?)

I have the pleasure of chatting with Jacqui Dalling, mom to adorable Moo who has spastic cerebral palsy. She shares her experiences in her blog Terrible Palsy, which is described as:

A condition in which onlookers and people in the community tell parents how terrible life must be raising a physically challenged child. This condition manifests itself through pity and audible sighing of those around you. Terrible Palsy can be deceiving because you can be asymptomatic for weeks, months, or even years, and then just when you and your family are feeling really good about your child, it can present itself in the form of a condescending pat on the head or a blessing from an anonymous busybody. Best known treatment is to carry a list of snappy comebacks in your pocket or a large bag of peanut M & Ms.

Ah, yes, that pity strikes from out of nowhere, at any time! How do you prepare your child for that? I share a few thoughts with Jacqui. Join us for our chat. I’d love to hear your thoughts on dealing with pity.

Good news: my autobiography I’ll Do It Myself is finally available as an ebook! No taxes, no shipping required! Autographed paperback copies are also still available, as well as large-print editions – while supplies last!

Please join me Friday as I fly to Washington, DC! For now, please cast your daily vote so I may win the opportunity to be paid to blog for a year (be sure to click on “Vote for Glenda Watson Hyatt”). Only 110 votes needed to take fourth place. Together, we can achieve that today. Thanks kindly!

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Apache Trail, Arizona

From Saskatchewan, I drove all night to get to Mike DeWitt, Technology and Change Management Consultant, outside of Scottsdale, Arizona. And, wouldn’t you know it? I got a flat tire on a terrifying yet breath-taking stretch of the Apache Trail. Read the details…

What more do I need to say!

Please join me Thursday as, according to my tour itinerary, I am off to Australia! Meanwhile, please cast your daily vote so I may win the opportunity to be paid to blog for a year (be sure to click on “Vote for Glenda Watson Hyatt”). Thanks kindly!

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