10 Tips for Retailers: Supporting Customers with Autism

As a charity with over 40 years’ experience dedicated to empowering adults with learning disabilities or autism to live, learn and work, we know that small adjustments can make a big difference for autistic customers. Here are some practical tips to help retailers create a more inclusive shopping experience:

1. Provide a Calm Environment

Reduce Sensory Overload: Consider dimming bright lights and minimising loud music or announcements, especially during quieter shopping hours.
Quiet Shopping Hours: Designate specific times with reduced sensory input to make shopping more comfortable for those with sensory sensitivities.

2. Be Patient and Understanding

Allow Extra Time: Some autistic customers may need more time to process information or complete transactions.
Avoid Rushing: Be mindful not to pressure customers to make decisions quickly.

3. Use Clear Communication

Speak Simply: Use straightforward language and avoid ambiguous or overly complex instructions.
Be Visual: Pointing to items or using visual aids can help customers understand better.

4. Offer Assistance Without Assumption

Ask, Don’t Assume: If someone appears to be struggling, ask politely if they would like help instead of making assumptions about what they need.
Respect Personal Space: Be mindful of physical proximity, as some autistic individuals may prefer more personal space.

5. Train Staff on Autism Awareness

Education Matters: Provide training to help staff understand autism, common challenges, and how to respond sensitively.
Practice Empathy: Encourage staff to approach situations with patience and kindness.

6. Simplify the Shopping Experience

Clear Signage: Use large, easy-to-read signs to help customers navigate the store independently.
Organised Layout: Maintain a tidy and logical store layout to reduce confusion.

7. Accommodate Sensory Aids and Preferences

Supportive Items: Welcome items like noise-cancelling headphones or comfort objects.
Flexible Rules: Understand that some customers may need to step out and return due to sensory challenges.

8. Be Inclusive at Checkout

Quiet Checkout Options: Consider having a till area with minimal noise and distractions.
Allow Alternative Communication: Be open to customers using non-verbal communication methods, such as pointing, writing, or using apps.

9. Provide Clear Policies and Feedback Channels

Accessible Feedback: Ensure there’s an easy way for customers to provide feedback about their experience.
Transparent Policies: Clearly display store policies to help reduce uncertainty and anxiety.

10. Promote Autism-Friendly Practices

Advertise Inclusion: Let your community know about autism-friendly measures, so customers feel confident and welcomed in your store.
Collaborate Locally: Work with Orchardville or other autism charities or groups to learn more and tailor your approach.