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Is the Customer Always Right?

An oft-debated maxim, coined by 1909 by Harry Gordon Selfridge (yes, THAT Selfridge’s) as a way of running his business. The neat phrase not only has the effect of convincing customers they are in the right place, since their views and opinions will not only be accepted but accepted as the absolute truth; but also of ensuring that employees are providing a customer-focused and customer-reliant experience. A business that declares that the ‘customer is always right’ encourages employees to respond and react to their customers’ every need… surely a recipe for success?

At some point in our lives, we have all been a customer – whether buying your newspaper and coffee in the morning from your local shop, or negotiating deals with contractors at your place of work. In that position, we all feel as though, sure enough, we are right! Nevertheless, this phrase has often been debated with regard to its efficacy as a customer service model. It’s even been used as the title for a BBC programme where products are subjected to consumer testing under the watchful eye of their creators! Does this mean that the customer is, indeed, always right?

At In2action we like to do things differently. Instead of debating the rights and wrongs, we decided long ago that our emphasis should be placed on Customer Experience. Through our training, our activity delivery and our staffing solutions, we aim to ensure that the people we come into contact with feel accepted, rewarded and most of all inspired. An inspired customer is one who is unlikely to debate the rights and wrongs with you – and an inspired staff team is one that will deliver the most excellent customer experience, without even being asked.

Need a customer experience boost? Why not give our experienced training team a call & let us see what we can do for you. With a wide range of off-the-shelf workshops or the ability to create you something tailored especially for your business, In2action would be pleased to help you and your teams deliver the best possible customer experience.

What our clients say

What our clients say
We've worked extremely closely with the In2action team over the last five years, and the partnership has been instrumental in developing, launching and implementing our GO Active Breaks programme.

The In2action training is truly second to none, tailoring a really well rounded course to suit our programme that brings the best out of the instructors and offer the confidence and skills needed to deliver a professional, first class activity session. Many of the instructors returned from the training course transformed.
Paul Hardingham
Strategic Development Director, Hoseasons