Turning a Diversity Question into a Credibility Moment with Clients
You're midway through a quarterly business review when your client casually asks,
“So... what’s your company actually doing around DEI these days?”
Your stomach tightens. You weren’t expecting it. You don’t lead HR. You’re not a DEI specialist. But you are on the front lines of client relationships and this is a test of credibility.
The good news? You don’t need a formal title to speak powerfully about your values. You just need a simple, structured response. That’s where the ARC Method® comes in.
Step 1: Ask – Get Curious About Their Perspective
Before launching into an answer, buy a moment to breathe and redirect the spotlight back to the client.
Say something like:
“That’s a great question. May I ask—what prompted your interest?”
This does three things:
Clarifies if it’s a genuine inquiry or a setup.
Gives you insight into their priorities.
Buys time to collect your thoughts.
Step 2: Respect – Be Honest Without Overselling
Even if your company’s DEI efforts aren’t perfect (spoiler alert: no one’s are), you can speak honestly about what’s happening.
Try:
“We’re still learning, but we’ve made progress in some key areas like inclusive language training and reevaluating our hiring practices. It’s not a checkbox; it’s ongoing.”
Avoid vague platitudes. Don’t overpromise. Respect your client enough to tell the truth. That’s what builds trust.
Step 3: Connect – Align Values and Find Shared Goals
Here’s where you reinforce the relationship.
Say:
“I know that working with partners who align with your values matters to your team—and it does to ours too. If you'd like, I’d be happy to share some of the resources we’re using.”
This turns a pop quiz into a partnership-builder.
Real Life Example
Client: “We’re reviewing all our vendors’ DEI policies—what’s your company doing on that front?”
You: “Appreciate the question. May I ask what matters most to you in a vendor’s approach?”
Client: “We’re focused on supplier diversity and inclusive leadership training.”
You: “Great—we’re investing in inclusive leadership right now. I’ll send over a summary of our initiatives. We’d love to align.”
You’ve just turned a risky moment into a credibility win.
Why It Matters
You’ve built a career on integrity, relationships, and results. When clients bring up DEI, it’s often because they want to talk about it too, but they’re unsure how. Your willingness to go there (even imperfectly) makes you a trusted advisor, not just a vendor.
Try This Now:
Draft a two-sentence statement you’d feel good sharing about your company’s DEI journey.
Ask your manager or DEI team for talking points or recent updates.
Keep a client-safe version handy in your CRM or email templates.
No one expects you to have all the answers. But when you speak with clarity and care, you become a credible voice clients respect.