In this engaging episode I have a great conversation with Bernadette Smith, CEO of the Equality Institute, renowned for her pioneering work in diversity and inclusion. Coming from a background that started in event planning for LGBTQ weddings, Bernadette shares her evolution into the world of inclusivity training and consulting. With a focus on sales and customer service, her holistic approach is designed to help organisations improve client engagement through a better understanding of diversity, fostering trust, and building deeper connections. The discussion delves deep into the nuances of diversity and how assumptions in sales can impact relationships adversely. Bernadette emphasises the importance of the ARC method—Ask, Respect, Connect—as a tool for salespeople to foster authentic, trust-based relationships with diverse clients. Key insights from the episode include how to navigate the complexities of client interactions in a diverse world and why genuine curiosity should underpin every client conversation. We also explore the dangers of assumption, the role of emotional intelligence in sales, and how to create memorable impressions that build long-term client relationships.

To connect with Bernadette, and to learn more about what she does, including plugging into her podcast “5 Things In 15 Minutes”, please go to:

LinkedIn – https://www.linkedin.com/in/14stories/

Website – https://www.theequalityinstitute.com/

Podcast – 5 Things in 15 Minutes – https://open.spotify.com/show/2p2rPlTLtlyfNCi1R08e5R?si=af7a03cce4eb4a79