The Importance Of Being Able To Offer Reasonable Adjustments
09 September 2020
People often ask me why it's so important to be able to offer reasonable adjustments and I recently came across a great example of why, having made a reasonable adjustment to a service offering, it would have totally and utterly changed the way that organisation and its customer interacted and went on to relate.
A lady had been referred to a debt advice service, having accumulated some fairly significant debts of which she was hugely embarrassed and ashamed of. Having understood her situation, it's clear that these were not wilfully accumulated and simply the consequence of a set of difficult circumstances that no one could have predicted. She was due to meet an advisor face to face in their meeting room, as was usual working practice. However, due to the current Covid situation, that wasn't possible. The service provider's solution was to change the face to face meeting to become a telephone call and they notified her of the time and date of the call.
The service provider called the lady at the agreed time. During the call it became apparent that there wasn't much interaction coming from the lady who was in debt at the time. The advisor made remarks such as "Hello? Hello? Is anyone there? It's all gone quiet... if you're not interested in my help then I'll go and help someone else who does, you're wasting my time!"