(Case Study)
By Simply Good Form Inc.
Published October 2025
Snapshot
- Industry: Food & Hospitality
- Organization: National fast-casual restaurant brand (multi-location, expanding into Ontario)
- Engagement Type: Half-day live-virtual inclusion workshop
- Facilitators: Two facilitators, each with unique perspectives and lived experience
- Scope: Pre-workshop and post-workshop surveys, customized pocket guide, inclusive service handout, and outcomes reporting
- Date: Spring 2025
This Canadian restaurant brand is known for its chef-driven meals, community focus, and commitment to wellness and authenticity.
The Challenge
As the brand expanded across Canada, leadership wanted to ensure inclusion remained consistent and visible at every customer touch-point.
Their Pride Bowl campaign celebrated 2SLGBTQIA+ diversity. Based on the principle that equity growth is ongoing, they wanted to take it further. Our client sought deeper confidence and shared language around gender identity, gender expression, and inclusive customer interactions.
The goal: Build a culture where every team member will model inclusion confidently. Reduce awkwardness around pronouns. Create a safer, more welcoming guest experience, through unified values and procedures.
The Approach
Simply Good Form designed and delivered a live-virtual, half-day inclusion workshop tailored to the restaurant industry.
1. Listening First
A pre-workshop survey (11 respondents) revealed both enthusiasm and hesitation—staff wanted to be inclusive but were uncertain about pronouns and “saying the wrong thing.”
These insights shaped the workshop design and examples to mirror real service moments.
2. Lived Experience in Action
The session was co-facilitated by Cynthia Sweeney, DEI strategist, and a second facilitator, each with unique perspectives and lived experience.
Through storytelling, reflection, and interactive dialogue, participants explored language, empathy, and real-world service scenarios in a safe and engaging environment.
3. Practical, Branded Tools
To extend learning beyond the workshop, Simply Good Form created two branded resources:
- Inclusive Customer Service Handout: outlining best practices and human rights guidance.
- Pocket Guide: Serving Everyone with Respect: a quick-reference tool kept at POS stations to support ongoing use of inclusive language.
Both resources helped embed consistent inclusive practices across locations.
Outcomes & Impact
Survey Results
| Indicator | Pre-Workshop | Post-Workshop | Change |
|---|---|---|---|
| Confidence using inclusive language | 3.1 / 4 | 4.8 / 5 | ↑ Significant increase |
| Understanding of trans inclusion at work | Moderate | 100% “Agree/Strongly Agree” | ↑ Dramatic improvement |
| Comfort addressing mistakes respectfully | Low–Moderate | 100% “Agree/Strongly Agree” | ↑ Major gain |
| Would recommend workshop | — | 100% “Yes” | — |
Impact Summary
Simply Good Form partnered with a national restaurant brand. We delivered a half-day, live-virtual inclusion workshop. This workshop focused on gender identity, gender expression, and inclusive customer service.
- Pre-workshop and post-workshop surveys showed a significant increase in participant confidence. 100% of respondents reported they now feel equipped to use correct names and pronouns. They can correct mistakes respectfully and support coworkers inclusively.
- Two facilitators, each with unique perspectives and lived experience. The session merged storytelling, reflection, and real-world examples that resonated deeply with staff.
- Participants praised the open, judgment-free atmosphere. They appreciated the practical tools, like a branded Pocket Guide: Serving Everyone with Respect. These tools continue to support onboarding and day-to-day operations.
- The result: There was a measurable shift from uncertainty to confidence. This strengthened the client’s culture of inclusion. It also embedded respectful service practices across their growing national brand.
Looking Ahead
After the workshop, the brand opened a new flagship location.
The goal is to integrate the inclusion principles developed during this partnership into onboarding for all new staff. Every new team member will have the opportunity to join a culture grounded in respect and belonging.
Simply Good Form continues to support their inclusion journey through feedback reporting and future learning opportunities.
Ready to strengthen inclusion on your team?
