M&S starts guide-dog awareness training after blind customer refused access
UK retailer launches online programme for staff, to improve service for partially sighted customers
Your support helps us to tell the story
From reproductive rights to climate change to Big Tech, The Independent is on the ground when the story is developing. Whether it's investigating the financials of Elon Musk's pro-Trump PAC or producing our latest documentary, 'The A Word', which shines a light on the American women fighting for reproductive rights, we know how important it is to parse out the facts from the messaging.
At such a critical moment in US history, we need reporters on the ground. Your donation allows us to keep sending journalists to speak to both sides of the story.
The Independent is trusted by Americans across the entire political spectrum. And unlike many other quality news outlets, we choose not to lock Americans out of our reporting and analysis with paywalls. We believe quality journalism should be available to everyone, paid for by those who can afford it.
Your support makes all the difference.Marks & Spencer has vowed to right a wrong after a blind shopper was turned away from a central London store earlier this year, and is now offering guide-dog awareness training for its staff.
Staff in M&S's Charing Cross store turned away John Dickinson-Lilley, a former Paralympic ski champion, who was attempting to take his dog into the shop.
"Disabled people want to be welcomed in the same way as any other customer and I want to be able to use my platform as a retired GB athlete to advocate for disabled people including the two million people with sight loss across the UK,” explained Dickinson-Lilley.
"After the experience I had at M&S's Charing Cross store, I was delighted to be invited to work with the accessibility team on its new assistance dog training resources – it showed genuine commitment and leadership.
M&S worked with the Royal National Institute of Blind People (RNIB) to develop online assistance dog awareness training, which the company hopes will ensure that other partially sighted people are treated appropriately when shopping. Dickinson-Lilley is impressed with the response from M&S. "This is by far the most inspiring response I've seen from any retailer and demonstrates just how much M&S cares about making its shops accessible," he said.
Dickinson-Lilley introduces himself in the online training programme, and explains how staff can positively impact those in similar positions.
It’s no coincidence that M&S chose to launch their training today, on Purple Tuesday, an annual initiative to improve the customer experience for disabled people.
Zoe Mountford, the lead sustainability manager for M&S, hopes customers with sight loss will feel comfortable and confident when shopping in their stores.
"The experience John received at our store was simply unacceptable and we knew we needed to take action to prevent it from happening again,” said Mountford. “By setting this example, we hope other retailers will follow suit."
“To have a leading retailer like M&S introduce training to ensure that what happened to John doesn't happen again is extremely encouraging and will help their customers with sight loss feel comfortable and confident when shopping in their stores.”
Join our commenting forum
Join thought-provoking conversations, follow other Independent readers and see their replies
Comments