A key component of any diversity and inclusion culture change initiative is to develop a process to educate and include hourly and front line employees, the ones that actually deal with customers. If not, any culture change will stay stuck at the corporate office.

The great programs and policies won’t make a difference if an employee is inappropriate, and offends the customer, who won’t return, and will use the internet to “share” their experience. And when complaints go viral, it can be very expensive to an organization.

 When employees are included in the diversity initiative, and understand “what’s in it for them,” they are motivated to raise their cultural IQ. Employees that are culturally intelligent  know how to make every customer feel welcome. This will result in more business because customers will return, and will also tell everyone they know how wonderful you are.