Welcome to SMG eNEWS™
2009, Mar 5th

The Solutions Marketing Group’s eNews is a bi-monthly communiqué that connects business to the market of people with disabilities.

Message From The President

Customer Service: It's what you do, not just what you say.
By Carmen D. Jones, President

I recently moderated focus groups, which included people with a range of disabilities. Customer service and its value were one of the areas my client wanted to focus on. I heard from over 100 respondents in 3 different cities what was important to them - good customer service. Many shared the willingness to pay more for a product or service if provided an assurance they’d be treated with dignity, their business was valued and they would be met by staff who were not only aware, but equipped to address and meet the needs of people with disabilities.

I understand few companies view customer service as a foundational element of disability marketing. I’m of the opinion that it is more important than including images of people with disabilities in ads, sponsorships or initiatives for Disability Employment Awareness Month. While those efforts are important, what a company does is more important than what it says. Providing customer service to the disability market will lead to building a lifelong relationship with consumers. And, this present economy forces company’s to tap and serve every consumer segment well.

For any company serious about gaining market share, I offer four suggestions to initiate customer service to 54 million consumers.

Read the rest of this month's message from Carmen >>

Profiles in Excellence
Profiles in Excellence is a monthly article, published by SMG, that features companies and organizations that demonstrate leadership in accessibility, employment, customer service and marketing to the nation's 54 million Americans with Disabilities.

AT&T: Connecting People, Communicating Ability
By Joan Leotta

For as long as there have been telephones in America, there has been the company now known as AT&T, working toward bringing exciting communications technologies to the world. And just as the telephone company of the late 1800s strove to expand its services from local to long distance, the AT&T of the modern age expands horizons not only through cutting-edge products but also through state-of-the-art consideration for people with disabilities. As the company’s consumer base ages, many existing customers have the same needs as younger individuals with disabilities. So, the company made the decision to target efforts toward the aging and people with disabilities....
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Featured Article
Special to Disability-Marketing.com

Competitive Employment – Be the Change
By Joyce Bender, President and CEO of Bender Consulting Services

We are experiencing an “economic meltdown” as we have not seen since the great depression. Millions of Americans have lost their homes and their jobs. One thing many companies are reviewing is their methodology to determine who they hire. Companies and non-profit organizations are realizing a need for a new type of hire, with a new attitude. You cannot underestimate the importance of having a positive attitude at work and being friendly. Many companies are experiencing very difficult economic times, but they are also taking this opportunity to prune the vineyard. I want to review some basics with you, as you tackle a difficult job market...
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Accessibility
sponsored by Universal Design Newsletter

Meeting Planners Becoming More Aware of ADA Access Issues
By Terri Hardin, MeetingNews

What planners don't ask can hurt their meetings. Planners may not think much—or often—about the Americans with Disabilities Act (ADA), but it's a law that, if ignored, can add thousands of dollars in liability penalties to any meeting. Although planners note that questions from attendees regarding disabilities are among the fewest they field (less than 4%), familiarization with the ADA is more important than ever...
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Disability Official in Bahamas Discusses Access
By Llonella Gilbert, The Freeport News

Accessibility to goods and services for persons with disabilities have improved somewhat in The Bahamas but there is still a long way to go. Accessibility involves more than the disabled being able to access the physical environment; it includes being able to have access support services, health services, education and information....
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Employment

People With Disabilities Actively Seeking Jobs in Tight Times
By Anna Webb, The Idaho Statesman

The Bureau of Labor Statistics estimates only 20 percent of Americans with a disability have jobs, compared to 65 percent of people without a disability. Disability is a sprawling term that doesn't differentiate between a blind doctoral candidate and a Special Olympian with Down syndrome. Meet three Idaho residents trying to make the best of the slow economy....
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Workforce for the Disabled Continues to Shrink
By Jennifer Zimmerman, The Doings Western Springs

For people with developmental disabilities, locking down some form of permanent employment has become an increasingly difficult task in today's economy. 816,000 Americans with a disability are without work. Positions once set aside for someone with a disability are being eliminated, and the employers usually open to hiring people with disabilities are being flooded with applicants with more defined skill sets....
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News & Announcements

Significant Changes in Federal Disability Law
By Steve Klearman, InjuryBoard.com

iPods Help Special-Education Students Excel
By Melissa Griffy Seeton, CantonRep.com

Disabled Get Last Laugh on MTV's 'News'
By Tom Shales, The Washington Post

Disabilities Front And Center On Obama’s To-Do List
By Michelle Diament, Disability Scoop