According to a recent report by the Conference Board of Canada, one of the things that distinguishes successful businesses from unsuccessful ones is that successful businesses embed accessibility in their business practice. "They understand that people with disabilities and seniors are a large and growing segment of the population that wields tens of billions of dollars in purchasing power."

At Fresh, a popular Toronto vegetarian restaurant with three locations in the downtown core, every effort has been made to see that accessibility is seamlessly incorporated into the design and functionality of the business.

Ruth Tal, owner and operator of the Fresh restaurants, has a perspective on accessibility that hits close to home. "My partner's mother uses a wheelchair and that has always given us an extra understanding of the challenges that exist for people with disabilities when they go out to eat."

As a result, Tal has worked to make each of her restaurants as accessible as possible. Each of the locations has wide front doors which welcome all customers. Two of their three locations offer a wheelchair accessible bathroom on the main floor. Tal has also made an effort to carry over the same design esthetic that the rest of the restaurant enjoys into the accessible washroom. Instead of the often grey, institutional feeling that many accessible washrooms offer, the wheelchair accessible washrooms at Fresh incorporate vibrant colors, warm lighting, beautifully designed tile work and a sleek, modern sink.

Despite the small space available in each of the three locations, Tal has taken care to maintain a certain width between tables so that anyone using a wheelchair or a walker can easily move through and get to a table or to the washroom. The same principle has been applied out on the patio as well.

Staff are trained to be aware when a customer using a wheelchair or other assistive device enters the restaurant and respond quickly. Chairs are easily removed so that a wheelchair can roll right up to the table, making the transition smooth and seamless.

Better accessibility isn't just good for people with disabilities; it's also good for business. According to an RBC Financial Group study, people with disabilities account for an estimated $25 billion a year in consumer spending in this country, and influence the spending decisions of twelve to fifteen million other Canadians. That's a market that no business — big or small — can afford to overlook.

Tal says that she has noticed an increase in business as a direct result of the accessibility accommodations that they have incorporated. "A person with a disability is going to come in with somebody else or more than one person. They want to have lunch, where are they going to go? They can only go where the person with the disability is comfortable."

Improving the level of accessibility has also had the added benefit of making the restaurants more attractive for families with young children. It's not unusual to see the place packed with moms, dads and strollers during weekend lunch service.

Accessible customer service is about quality customer service for everyone. It's about listening and responding to the unique needs of each customer or client. And often small changes can make a big difference.