The You Are The Difference Customer Service Coaching Programme is unique. It was developed on the shop floor through years of working with REAL customers. Each skill has been perfected to help both the retailer and the customer enjoy a perfect shop floor relationship - in short it DELIVERS!

First Friday deliver You Are The Difference to audiences from sales advisers in an independent store, to the board of a national retail chain, in just three hours. 

"Customers are not an interruption of our work; they are the purpose of it"

You are the Difference was created by Alf Dunbar in the mid 1990’s, and is now used by a wide range of companies in over 25 countries.

Supported by the “Just Looking Thanks!’ book and coaching dvd, a store manager or sales advisor who experiences You Are The Difference will:

• Develop the skills, knowledge and confidence in how to welcome, engage and close the sale in a natural, non-pressurised way. 
• Create a positive momentum within the store; impacting on the way the whole team thinks about customer service. 
• Encourage the customer to re-visit the store by the high level of service provided.

"Customer service is an attitude. Not a department"

In addition to the You Are The Difference (YATD) session, we can coach your managers to deliver YATD themselves, as well as arrange mystery shopping and follow up visits to really embed the culture shift.   Working exclusively in partnership with Alf, First Friday bring a wealth of retail experience and stories to the YATD event.

"The You Are the Difference and Living our Customer First work that Alf led at Marks and Spencer was excellent. People came away from his sessions very positive and ready to try out the practical methods that he gave them. The Marks and Spencer Outlet team found the Living our Customer First simple to understand and in using it felt more confident in selling to customers." 

Richard Wolff
Director – International and UK Outlets
Marks and Spencer PLC