How Frontline Bias Can Cost You Customers, And How To Address It

This article was originally published on Forbes.

“You know, we have a prosecco that’s a little less expensive.”

My husband and I are entrepreneurs, and after several years of nonstop business-building, we decided to treat ourselves to a short vacation and some poolside downtime at a luxury hotel; finally, without a care in the world (at least for a few days). I often talk to my teammates about the importance of self-care, so I wanted to put my own advice into practice.

Champagne felt like the perfect way to celebrate the moment. I ordered a carafe, but the server directed me to the budget prosecco options instead. While I appreciate recommendations from servers on best dishes and good wine selections, her tone was more of a sympathetic whisper. In that moment, I was reminded that no matter what I do, no matter what I’ve accomplished, to some, I’ll always be “just a Black girl.”

This champagne-to-prosecco narrative was also shared in the recent movie Antebellum but at an upscale restaurant. I remember exclaiming, “That happened to me!” and then wondering how many times this or similar situations have occurred for underrepresented people everywhere. Of course, Gabourey Sidibe had a more impressive response than my furrowed brow and terse, “The champagne, please.” I recall sitting quietly, sipping my bubbly beverage and contemplating if I would ever return to that hotel. (I haven’t.)