Why Silent Times Make Business Sense for Retailers and Restaurants

In recent years, many retailers and hospitality venues have made genuine efforts to become more inclusive. 

Step-free access, clearer signage and staff awareness training have all helped. 

However, one simple, low-cost adjustment remains underused: daily silent times.

Introducing a set silent period of up to two hours each day, where background music is switched off and unnecessary announcements are reduced, can make a profound difference for customers with hearing difficulties, autism spectrum conditions (ASD) and other sensory sensitivities. Crucially, it is not just a compassionate move – it is also a smart commercial decision.

The Problem With Noise in Commercial Spaces

Modern retail and dining environments are often overwhelming. Music, promotional announcements, kitchen noise, clattering crockery, multiple conversations and echoing spaces all combine to create a constant wall of sound.

For many customers, this is mildly irritating. For others, it is actively exclusionary.

People with hearing aids often struggle in noisy environments, where background sound competes with speech.

Autistic customers may find sensory overload distressing, leading to anxiety or the need to leave quickly.

Older customers, people with tinnitus, PTSD, or sensory processing differences can experience similar difficulties.

When noise becomes a barrier, customers simply stop coming.

Silent Times: A Practical and Predictable Solution

A daily silent period works best when it is consistent and clearly advertised. For example:

Every day from 2pm–4pm

No background music

Reduced or paused tannoy announcements

Softer lighting where possible

Staff aware that this is a low-sensory period

Predictability matters. Customers who need quieter environments can plan their shopping or meals with confidence, rather than relying on occasional “quiet hours” that vary by day or location.

Why This Is Good for Business

1. You Attract Customers Who Are Currently Excluded

Many people with sensory sensitivities actively avoid busy shops, malls and restaurants. By offering silent times, you are not redistributing existing footfall – you are unlocking a new and loyal customer base.

2. You Build Trust and Loyalty

Customers who feel genuinely considered are far more likely to return, recommend your business, and choose you over competitors. Inclusivity builds long-term brand loyalty, not just short-term goodwill.

3. It Costs Almost Nothing

Unlike major refurbishments or new technology, silent times are operationally simple:

Turning off music costs nothing

Reducing announcements costs nothing

Brief staff awareness costs very little

The return on investment is disproportionately high.

4. It Improves the Experience for Everyone

Quiet periods are often appreciated by:

Parents with young children

People working remotely who want a calm café

Shoppers who simply prefer a less hectic environment

Many businesses find that silent times become unexpectedly popular with a broad range of customers.

Restaurants and Cafés: A Special Opportunity

For restaurants, noise can be a decisive factor. Customers with hearing loss or sensory sensitivities may avoid dining out altogether because conversation becomes exhausting or stressful.

A daily silent dining window:

Makes meals more enjoyable and less fatiguing

Encourages longer stays and repeat visits

Differentiates your venue in a crowded market

Clear communication is key. Menus, websites and window signage should all highlight the silent period so customers know exactly when to visit.

Meeting Social Responsibility Without Making a Song and Dance About It

Importantly, silent times do not need to be framed as a “special concession”. They work best when they are presented as a normal part of how the business operates.

This avoids singling people out and reinforces the idea that inclusive design benefits everyone.

A Small Change With a Big Impact

Retailers, shopping centres and restaurants often talk about accessibility, but accessibility is not only about ramps and lifts. Sound matters.

By committing to a daily silent period of up to two hours, businesses can:

Remove a significant barrier to access

Demonstrate genuine inclusion

Increase customer loyalty and dwell time

Strengthen their reputation as thoughtful, modern organisations

In an increasingly competitive environment, the businesses that thrive will be those that recognise one simple truth: comfort is not a luxury – it is good business.