Patrick O’Kane, branch manager at TD Canada Trust, knows that accessibility is an important factor to consider when it comes to business.

“From top management down, we have a commitment to pay close attention to the needs of our customers,” Pat says. So when the North Bay branch decided to move to a new location in Spring 2010, accessibility features were a priority. “Our old branch had a lot of limitations with respect to accessibility. It was smaller and it hindered us in terms of our ability to grow. We needed a new location,” notes Patrick.

Among some of the accessibility features at the branch’s new location are automatic doors, lower-level ABM machines with Braille and audio capability, wider hallways, accessible washrooms and a sit-down wicket to accommodate people using wheelchairs or those who have difficulty standing.

The bank’s customers are enjoying the accessibility features in the bank.

“They love the accessibility of the parking lot; they find the building easier to maneuver,” Patrick notes.

Accessibility improvements not only benefit customers, they benefit employees as well. Having an accessible workplace helps to address the needs of any staff, who may have disabilities or mobility issues.

Brian Trivett, a member of the North Bay Accessibility Advisory Committee, says that the city is making progress when it comes to accessibility. Like the TD Canada Trust branch, “accessibility features are being considered for new buildings,” Brian says.

In addition to addressing physical accessibility, the TD Canada Trust branch has also taken steps to help make their customer service more accessible by offering service awareness courses for staff.

“The goal of the company is to provide a comfortable banking experience for all our customers. We can’t do that if we don’t provide full accessibility,” says Patrick.

Brian notes that good customer service is important.

“It benefits customers because they know they can go to a particular business and have their needs met. Accessible customer service allows us all to be on the same level,” he says.

As a business, Patrick says they needed to look at what their customers wanted, and considering the aging population and the number of individuals with a disability, “we need to be inclusive and serve the needs of everyone in our community.”