Running a business in a highly diverse and often racially polarised country requires a sense of how to build an inclusive culture out of a fragmented workforce. A strong culture is based on trust, equality, respect and mutual tolerance. When every employee has a true sense of belonging, despite their differences, it is possible to create a common purpose of obsessive customer service. This is the argument made by Ian Fuhr in Cultureneering: Culture, Diversity and Customer Service (Macmillan). Fuhr founded the Sorbet Group, Africa’s largest beauty salon chain, and later the Hatch Institute, a coaching and consulting business.