Autism-Friendly Business Certificate
Chapter 4

Policies and Business Practices

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IN THIS LESSON

By the end of this module, participants will be able to:

  • Identify policies that make their business more autism-friendly.

  • Implement flexible practices to better serve autistic customers.

  • Create a written statement of commitment to inclusivity.

  • Recognize the business benefits of long-term autism-friendly policies.

4.1 Why Policies Matter

Policies are the foundation of consistency. While individual staff can make changes on the spot, policies ensure that every team member provides the same welcoming experience.

A clear autism-friendly policy also shows customers and the community that your business is committed to accessibility and inclusion.

4.2 Flexible Service Practices

Simple, customer-focused adjustments can make your business more accessible. Examples:

  • Alternative ordering & pickup options: Online orders, curbside pickup, call-ahead service.

  • Flexible scheduling: Allowing quiet-time appointments or early/late visits when traffic is low.

  • Clear processes: Step-by-step instructions for services (haircuts, gym sessions, classes, etc.).

  • Accommodations without extra cost: Customers shouldn’t have to pay more for accessibility.

4.3 Staff Training Policies

  • Train all staff, not just managers, on autism awareness.

  • Provide refresher training every 6–12 months.

  • Add autism-friendly practices to your new hire orientation.

  • Create a staff resource binder with quick guides.

4.4 Communication Policies

  • Plain language in signage (e.g., “Restrooms →” instead of long sentences).

  • Visual supports wherever possible (picture menus, icons, maps).

  • Multiple contact options (phone, email, text, or chat).

4.5 Creating an Autism-Friendly Policy Statement

Every small business can create a short, public statement like this:

[Business Name] is committed to being an autism-friendly business. We provide flexible service options, quiet hours, sensory accommodations, and staff trained in inclusive customer service. Our goal is to ensure every customer feels welcome and respected.

This statement can go on your website, social media, and even on a poster in your store.

4.6 Business Benefits

  • Stronger customer loyalty — families prefer safe, welcoming places.

  • Positive word-of-mouth marketing in the autism community.

  • Potential for community partnerships and recognition.

  • Better service for all customers, not just autistic ones.