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Tagged: accessibility, Dose of DeAnn, Expectations, Kohl's
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Do you have accessibility expectations?
Posted by deann-r on May 18, 2024 at 9:31 amIn a world that’s more accessible than ever, do you have expectations when a new store opens?
Because the store opening in my town, Kohl’s, spent a year remodeling I had high hopes for their space. Unfortunately, my first visit was very underwhelming.
In my latest video https://youtu.be/YaiT_6SM7mM?si=pMdrIjxxHXTaIcYz you can come along with me as I explore the store for the first time.
mike-huddleston replied 5 months, 1 week ago 5 Members · 8 Replies -
8 Replies
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Nothing about Kohl’s is ADA-compliant, lol. The stores where I live are built the same exact way, so I imagine the layout is similar at all locations. I don’t really have any expectations when entering a new store. I just make do with the situation I’m in. Would you go back to that Kohl’s?
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I’m sure I’ll stop there occasionally but it definitely won’t be my go to shopping destination. It’s too bad it sounds like more stores than not have this flaw. Do you have an ideal place you frequent or do you mostly shop online?
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Interesting. I have my own negative experience with Kohls near me. I went in and was moving briskly, but not recklessly, to get from the entrance to the back of the store to drop off an Amazon return. No one anywhere near me, but an older, supposedly mature cashier stopped ringing up a customer , looked directly at me and said really loud, “BE CAREFUL!!” I stopped, looked at her and asked, “If someone was walking quickly, would you feel the need to tell them to be careful?” Response: “No, of course not” with indignation. Me and I’ll edit for the family friendly place this is: “Then you need to shut the ____ up and treat someone in a wheelchair with the same level of respect as you do someone walking.” This obviously and admittedly really triggered me.
I later called and spoke with a store manager who said, “thanks for calling”. I told him that wasn’t good enough and he needed to talk with her and call me back, not dismiss me. He did and he said she denied even saying anything to me and had no interaction whatsoever. I explained (again) what happened and that I wasn’t seeking further disciplinary action, but he should use it as an educational opportunity. I followed up with an e-mail to corporate HQ and spoke with someone there as well as the person who heads up their DEI department. A colossal sham and obviously DEI is for appearances only so they can “check the box”. Ridiculous.
So, I’m not surprised that they wouldn’t design the store to be more accommodating, but also realize floor space is at a premium that I’d imagine they weigh against the number of people potentially inconvenienced. Not sure what the options are, but my expectations are bare minimum in the accessibility area and that way I’m very seldom disappointed. It’s refreshing when you find a business that actually does more than the absolute minimum, and when found, I support them. That said, the bar of expectations is usually pretty low. Progress, but not where we need to be – yet.
Other than wider aisles and perhaps better ergonomics in the check out area (the one near me is a straight line, so not the same), what are your expectations? BTW, we have the same chair and color, although mine lacks all the colorful accessory bags and the awesome JACO arm! 😀
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Interactions like that definitely stick with a person. I would like to be better with my reaction in the moment but I’m always so caught off guard I don’t know what to say. Even though the outcome wasn’t what you’d hoped, kudos for following up. Are you done with Kohl’s or have you gone back?
For me it’s just disappointing that in a newly renovated space accessibility is an afterthought. As long as minimum requirements are met the rest doesn’t seem to matter. When spaces are accessible for me they’re also accessible for parents with strollers or folks with walkers as well as a multitude of people. I would love to see results from a study comparing revenue for a space that’s open as opposed to packed and cramped.
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Yea, I won’t shop at Kohls and give them my money. But, hey, if I have an Amazon return, they are definitely the closest option for that. In all fairness, I live in an area where I am fortunate to have many options.
As far as this part of your reply: “As long as minimum requirements are met the rest doesn’t seem to matter. When spaces are accessible for me they’re also accessible for parents with strollers or folks with walkers as well as a multitude of people.” I couldn’t agree more. I was just trying to understand what you were referring to since accessibility can mean different things to different people. Thanks for clarifying.
And about this: “I would love to see results from a study comparing revenue for a space that’s open as opposed to packed and cramped”. This is a tough one. I remember doing case studies in some marketing class in college where they discussed the layout of grocery stores based on human psychology and they actually have areas of expertise on space utilization. I wouldn’t be surprised if they have similar for retail stores, like Kohls. Not defending the practice, but it seems likely to me. I don’t know, but it could somehow be related to the Wal Mart Effect with stores trying to jam all things into smaller spaces in an attempt to be all things to all shoppers. “If we just jam in 10 more things on this aisle and do so by making the aisle 3 inches narrower, we will achieve our objective” or some other nonsense type thinking.
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I’m with Alyssa, I have very low expectations when it comes to retail (and restaurants.) They are both meticulously designed to make use of the space they have to put down as much product (or table space) as possible. And to be fair, wheelchair users need a lot of room to be comfortable. The only real expectation that I have is there’s an automatic door. Other than that, I make due and if I feel uncomfortable, I typically just don’t go back.
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I’m fine with stores.
Flying is pain.
I would love to remain in my own wheelchair while on a plane.
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I hear you, Val. I won’t even consider flying for this very reason. Improvements are supposedly coming, but the current position of the airlines treating my chair like luggage and barely being willing to pay for any damage does not offset that I’m hugely inconvenienced, if not having the entire trip ruined, if they break my chair.
I mean, if I can get on a train, subway, light rail, bus, etc., and be able to stay in my chair, I know there are weight issues that make it a little more sensitive for airlines, but this is certainly something they should be able to accommodate.
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