Customers with autism and Asperger’s syndrome

How to help

Autistic spectrum conditions affect one in 100 people in the UK [Ambitious About Autism, 2017, Understanding Autism, available at www.ambitiousaboutautism.org.uk].

Having autism and Asperger’s syndrome can affect how a person communicates. Some people can find it difficult to participate in a conversation or know how to respond in a social situation.

Many people also find it difficult to process sensory information. They may be particularly sensitive to sounds, lights or smells. They may also be under-sensitive to sensory signals, which can affect their safety.

Habit and routine can be very important to some people with autism. This means that it can be hard for some to respond to an unexpected situation or sudden change and they may become anxious or distressed.

Going shopping, using public transport, visiting museums or other public places can all be very daunting experiences. With a little understanding, however, there are many things that you can do to improve the experience for customers with autism and Asperger’s syndrome.

Speaking to the customer

• Give clear and direct instructions.
• Be aware that you may be taken literally, so avoid abstract phrases such as “let’s play it by ear”. Think how confusing phrases like this could be.
• The person may find it difficult to read body language and pick up on social cues.
• Jokes or sarcasm can be difficult to process.
• The person may find it difficult to regulate the tone or level of their voice and may sometimes use unusual vocabulary. Stay calm and focus on understanding the conversation.

Sensory considerations

• Loud noises, bright lights, strong smells, and crowded spaces can all be overwhelming. Try to have a quiet and calm space available where you can meet with customers and clients.
• Consider bringing items to the customer.
• Make sure signage is clear and direct.
• Waiting in queues can be difficult. Try to keep queueing time short or offer an alternative place to wait.
• On public transport, if possible, try to show the person to a less busy or quieter seat. It may be appropriate to ask another customer to move to make this possible.
• The customer may need extra time to get on or off public transport or a ride at a theme park, for example.
• Some people find it helpful to wear ear defenders to block out noise. Don’t try to remove the ear defenders or touch the person without their permission.
• Consider having spare ear defenders available for people to use.
• Consider offering specific sessions or viewings, where people with autism can enjoy facilities and experiences without the crowds.

Routine

• The customer may find it difficult to change or alter the way they do things. For example, insisting that they sit in the same seat or eat the same thing as they did last time. Accommodate the person’s requests whenever practically possible. Explain clearly if there are reasons why a different course of action is necessary.
• The customer may find unpredictable situations difficult, such as a travel delay, an item being out of stock, or an attraction being closed. Explain the situation clearly and offer alternatives.

Final thoughts

Customers may prefer to purchase items and communicate online. Offer customers this choice, by making sure your website is accessible to people with autism and Asperger’s syndrome.