Commerce
The art of customer service
People enter sales out of passion: a passion for human contact, expert advice and a meticulous customer experience.
OSAPS shares this commitment to quality. Providing a seamless experience for people with disabilities honours this passion, expands your customer base and enhances your appeal.
More than just an obligation, accessibility is the future of inclusive and prosperous commerce. A service that is accessible to all is a guarantee of professionalism and customer satisfaction.
Compliance
If you offer information, booking, ordering or payment services online and are not considered a micro-enterprise, you are affected by the Law of 8 March 2023 on the accessibility requirements for products and services and must comply with it.
Find the resources that OSAPS has developed specifically for the commerce sector to help you start your compliance project with peace of mind.
In the “Your project” section, you can generate a roadmap to guide you through each step.
Good to know: Even if you are not affected by the law, you can still proceed with compliance. In this case, it is voluntary and at your own pace.
Training
OSAPS' e-learnings are an essential resource. Whether you are undertaking mandatory or voluntary compliance or accessibility improvements, you will find solutions, best practices and valuable tips.
A business owner's journey
Discover the inspiring story of a business owner who chose to improve accessibility in their establishment. They share the reasons behind their commitment, the changes they made and the resources, including financial assistance, that supported them in this process.
Interview with Mica Machado, founder of Maanos
“Taking care of people starts with listening to their story.”
Copyright Glenn Miller
Q: Mr Machado, you are at the head of a thriving network of massage institutes. Why did you decide to commit to accessibility?
👉 Mica Machado:
Because accessibility is the foundation of well-being for everyone. At Maanos, our mission is simple: to offer a moment of relief, comfort and listening to everyone who walks through our door. But this cannot be done if some people cannot even access information, make appointments or get to the establishment. So it was obvious to me that, as the founder, I had to lead by example.
Q: Is this a new topic for you and your team?
👉 Mica:
Yes, and I own that. We are a young, growing organisation, and like many entrepreneurs, we discovered digital accessibility late in the game. But today, we are determined to move forward quickly and effectively. Thanks to discussions with OSAPS, our team has become aware of what this entails, and we have decided to get training. It's not a luxury, it's a responsibility.
Q: What are the first concrete steps you have taken?
👉 Mica:
We are in the process of redesigning our website with the Gecko agency. Accessibility will now be an integral part of the specifications. But it doesn't stop there: we also want our entire team to be trained, whether it's to better support a pregnant woman, a person with reduced mobility, or a visually impaired customer. These are realities that we already encounter in our centres, and we want to offer everyone a consistent and dignified experience.
Q: Is it important to you that this commitment is upheld as a business leader?
👉 Mica:
I believe so, yes. When you're a young entrepreneur, you know what it's like to have to prove yourself, to start from scratch, to create in a world that is still very codified. This forges a certain sensitivity to exclusion and to invisibility. I have built my career with this awareness. Today, I want to show that innovation is not just about design or performance, it is also about inclusion.
Q: The Maanos concept is being developed as a franchise. Is accessibility also part of this vision?
👉 Mica:
Absolutely. We are already present in Luxembourg, Belgium, France and elsewhere. We are committed to building a replicable model that remains deeply human and welcoming. Each franchisee must be able to rely on tools designed for everyone and train their teams with the right reflexes. Accessibility is not an option, it is a core value of our brand.
Q: Do you have a message for other entrepreneurs who are hesitating to get started in this area?
👉 Mica:
Don't be afraid to start late. The important thing is to get started. And remember that accessibility isn't just a legal requirement. It's a tremendous opportunity for growth, quality control and customer loyalty. By making your website, premises or services more accessible, you open the door to a wider customer base — but also to greater authenticity in your approach. And people can feel that.
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