Episode 109


'The Customer is Always Right' was a mantra instilled into staff by Gordon Selfridge when he opened his landmark London department store in the early 1990s.

Does that still hold true for businesses in the 21st century?

Dan Pratt, founder of a customer experience agency DAP Consultancy says "Yes . .except when they are wrong!"

Dan has worked in customer relations most of his career in a variety of industries. He once manned a customer complaints phone line "being shouted at for 8 hours a day"

In this episode he describes the different types of customer, and how to categorise and deal with complainants. He also talks about ways of combatting negative, and often unjustified, online reviews.

This the second episode in our new podcast The Agri-Turf Academy Show and ideally complements the first episode on selling by St John Craner (link below).

DAP Consultancy

The Art of the Sales Conversation by St John Craner

About the Podcast

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The farm and grass machinery business

About your host

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Chris Biddle

Chris is an experienced journalist specialising in the farm and grass machinery market. He has worked for a major tractor manufacturer and been a managing director of a farm and grass machinery dealership in the West Country.
In 1988, he launched trade magazine, Service Dealer followed by TurfPro in 1998, selling both titles to Land Power Publications in 2015.
He was editor of Landwards, the professional journal of the Institution of Agricultural Engineers (IAgrE) from 2008 until 2019 and is the recipient of the 2020 IAgrE Award for Outstanding Contribution to the Land-Based industry.
Chris lives in Salisbury with his wife Trish, and is an avid cricket fan and member of the MCC for over 55 years.