Information on the services of W. C. Duke Associates and its programs on disability etiquette.

3. We Are Opening Doors®

5. TAKE A CLOSER LOOK ©2009 W. C. Duke Associates, Inc. ALL RIGHTS RESERVED AT YOUR DISABILITY EQ.* Etiquette Quotient Please click to advance each slide.

6. If you don’t know your EQ score, then your business is at risk for ADA litigation. Take the Disability EQ Test to see how you rate.

7. Do you and your employees know the answers to these questions? A customer with a dog enters your business. The customer says it is an assistance dog. Can your employees ask for any certification that this is, indeed, an assistance animal?

10. What are the correct procedures for handling money, giving change, or processing credit card transactions with customers who are blind or have low vision?

12. If you or your employees don’t know ALL of the answers, then you are not ADA Title III compliant.

13. The ADA mandates companies “modify their policies, practices and procedures to avoid discrimination.” Title III goes beyond physical access issues. In other words “ Attitudinal Access” ….

14. So you can be as disability friendly as you need to be. “ A ccessibility is not the same as hospitality. So often people with disabilities are treated as a problem to be dealt with rather than a valued customer. ” Cyndi Jones, Executive Director Center for an Accessible Society

15. OPENING DOORS ® We can help you by to access guests with disabilities through customer service training in disability etiquette.

16. Why do you need Opening Doors®? If you and your employees haven’t been around family members, friends, or neighbors with disabilities, then it hasn’t been part of your life experience. You are inexperienced about what to say or what to do.

18. We have to “ramp” the human mind or the rest of the ramps won’t work. George Covington, Former White House Advisor on Disability Issues

19. The Opening Doors® programs do “mind ramping.” This includes establishing employee comfort levels with customers having disabilities, plus teaching practical skills, not just sensitivity or awareness.

20. A ttitude D etermines A ccessibility The programs are specific and individualized for the hospitality, food service, retail, entertainment, banking and travel industries so they understanding that ADA means

24. N ever has a training program received such high marks by our employees. Clyde E. Culp, Former CEO Embassy Suites Hotels Our programs have a demonstrated, proven return on investment by limiting ADA litigation, decreasing customer service complaints, while increasing guest satisfaction.

25. A nother D arned A ggravation ... We help you see the ADA , not as but as A dditional D ollars A vailable.

26. We are OPENING MINDS to the size and power of the largest minority in the U.S. People with Disabilities.

27. The disability market equated with state populations. Speech Hearing Visual Mobility Brain Injuries

32. W. C. Duke’s marketing division provides strategic direction to companies wishing to create brand-building relationships with consumers having disabilities. We have succeeded in quickly responding to client needs while keeping very close with subtle shifts in the market. This enables us to provide clients with the most effective development and execution of strategies.

36. W. C. Duke Associates has the keys for accessing the disability market. We help you open your door and put out the welcome mat.

37. Consider being proactive, not reactive on your disability initiatives. Even if you’re on the right track, you’ll get run over if you just sit there. Will Rogers

38. Your company can be taking A ttention to C ustomer Service T raining, plus I nvestigating the O pportunity for a N ew Market

39. Expertise + Solutions = Results & Success Our winning formula is the key.

40. 804.633.6752 www.wcduke.com Please call for proposals on customized training and marketing solutions.