Advice Line: Lessons with Kristy Durso Part Two

What helps skeptical tourism businesses understand the value of investing in accessibility?

I like to share stories that challenge assumptions. Like the list of things I’ve done as a wheelchair user that most in the room haven’t. Or my son, who has intellectual disabilities, but has read Julius Caesar, Lord of the Rings and The Count of Monte Cristo. Most adults haven’t read all three. Or my daughter, who has 30 food allergies and is still one of the most adventurous eaters I know.

These moments open people’s eyes. They show that people with disabilities aren’t defined by limitations. They are travelers, adventurers and consumers—just like everyone else.

Here’s what really seals the deal.

Accessibility is just smart customer service.

Tourism is a customer service industry. Accessibility is about meeting your guest’s needs, just like you would for dietary preferences or language barriers. So why not for mobility, sensory, or cognitive needs?

The good news is that once a business starts doing this, and truly commits to it, they usually don’t want to stop. I’ve seen destinations begin with small steps, like Traverse City adding a sensory room, and quickly become champions for accessibility. They see the results. They hear the gratitude. They feel the difference it makes.

To any business that’s hesitant, I say this: “Start with the human connection. Show the economic value.”

Then let them experience the joy of being a place where everyone belongs.

Check back next month for Part Three! Noble Studios conducted a thorough interview with Kristy Durso going over the many facets of creating a destination that is truly for everyone. This series is pulled directly from the interview. Check out last month’s issue for Lesson #1. Click here for the full interview.