What is the most common weakness among autistic adults who are fortunate to be a part of the workforce today? After interviewing a focus group of eight adults on the spectrum, the unanimous response was having to deal with people or customers.
Every person working a job has come across difficulties with handling customers in some shape or form, and frankly, many employees would agree that their jobs would be much more enjoyable, if it weren’t for people. For those on the spectrum, however, this becomes even more of a challenge as many already are struggling with social interactions. Like many others, I can list several instances where the customer and I did not always see eye to eye due to miscommunication, bad moods, and my effort to follow the policies.
One vivid example of this occurred when I was working as a server at a food station in the dinning commons of my college campus. Students would often want more than the typical serving, so we had a policy that they could come back for seconds, but that was it.
There was one student who was known for taking large portions of food who came through with a to-go box, which I gladly filled, because I understand that students only have so much time to eat when busy. He came around for seconds on his plate which was fine, but then had the nerve to come back for thirds. I had to tell him “no.” He then starting screaming at me and other co-workers to serve him, that this was a buffet style food service (well . . yes and no), and that I should be fired. He would not even let me explain the reason why, leaving me frustrated. I ended up having a meltdown.
The manager at the time came over and spoke with the student about why we were not allowed to give out thirds and about our general policy. After the fact, the student came back and apologized for making me cry. While this was an extreme example of troubles with customer service, other instances that were not as traumatic still affect what I think of customers, particularly students, in the dinning commons.
There is an old but not very accurate saying when it comes to interactions with customers: “the customer is always right.” Though the focus of service is to please customers, the customers are not always right.
So, how can employees on the spectrum deal with difficult customers without being blamed for not doing their job? The best answer is having an inner support system with co-workers and managers. Going back to my interview with the focus group, though many had considered customer service as a weakness, they all felt they had positive relationships with their employers and co-workers. Whether they know that the employee has autism or not, the staff usually aims to work as a team, despite differences, in order to provide the best service to customers and a positive work experience for all. It’s encouraging to know that you have others inside and outside of work who have your back.
Having a job coach trained and experienced in working with adults with autism or other intellectual disabilities can make a big difference in the workplace as he or she helps build those “natural supports” with co-workers and aptly communicates needs and accommodations to the employer. Many a business has benefited from the diversity that comes from hiring workers with special needs. Studies have shown that customers prefer frequenting businesses that employ people with disabilities.
