Overview

Successful businesses are those that provide an inclusive and welcoming environment for their actual and potential customers across all the diversity groups. Current UK legislation states that it is unlawful to prevent access to goods, services and facilities to an individual on the grounds of their gender, ethnicity, sexual orientation, disability or religion or belief. This will be extended to include age in the forthcoming Equality Bill.

What this means to businesses is that employees need to be trained and sensitive to the needs of a diverse range of customers and must take steps to continuously improve accessibility.

Successful companies will be those whose service levels exceed their customers’ expectations and through regular service reviews can demonstrate business benefits.