So that we offer the best service to our customers and make those working with us welcome, each of us needs to be aware of our differences and to respect those of others around us. That means thinking about the words we use – both in person and on Facebook and Twitter – and making sure that we don’t say things that will upset or offend people. It means taking an interest in other people so that they don’t feel excluded without asking difficult or intrusive questions. And it means allowing others to be themselves when they come to work or shop.