DIVE Podcast - Episode 62 Notes

Episode Title: Inclusive Excellence - Creating a Welcoming Store for Everyone

Host: Mike Hernandez

Episode Description: In this essential episode of Dive, host Mike Hernandez explores how convenience store sales associates can create an inclusive, welcoming environment for customers from all backgrounds. Learn practical strategies for understanding cultural diversity, communicating respectfully across differences, and building lasting relationships with the diverse community your store serves.

Key Topics Covered:

• Understanding and appreciating cultural diversity in your community
• Communicating effectively across language and cultural differences
• Implementing inclusive service practices that make every customer feel valued
• Building trust and relationships with culturally diverse customers
• Recognizing and adapting to different shopping preferences and needs

Episode Highlights:

• Success story from Store 247, where an associate's thoughtful accommodation of an elderly customer built lasting loyalty
• The simple translation card system that helped associates connect with non-English speaking customers
• The "Culture Corner" team meeting practice that builds cultural awareness among staff
• How understanding different greeting preferences can significantly improve customer comfort
• Real examples of how patience and accommodation lead to stronger community connections

Actionable Takeaways:

1. Mirror customers' preferred greeting styles and level of formality
2. Learn about cultural celebrations and dietary preferences in your community
3. Adapt your communication style to accommodate different cultural norms
4. Share cultural insights with teammates during shift changes
5. Focus on equal access to services rather than identical treatment

Associate Challenge Question: How would you handle a situation where a customer appears uncomfortable with direct eye contact during transactions, while some team members interpret this as being unfriendly?

Listen to this episode to enhance your cultural awareness skills, provide more inclusive customer service, and build stronger connections with the diverse community your store serves.