{"id":32637,"date":"2022-10-05T00:00:00","date_gmt":"2022-10-05T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/when-sales-and-customer-service-collide\/"},"modified":"2023-09-11T12:09:04","modified_gmt":"2023-09-11T12:09:04","slug":"when-sales-and-customer-service-collide","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/","title":{"rendered":"When Sales and Customer Service Collide"},"content":{"rendered":"<span data-contrast=\"auto\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-27557 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Selling-With-Service-.png\" alt=\"Selling With Service\" width=\"360\" height=\"432\" \/>Lately, I\u2019ve been thinking about how sales and customer service combine to create an experience \u2013 hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn\u2019t just sell a car. She created an experience for her customer. This is where sales and customer service collide. And by the way, you will enjoy this story even if you\u2019re not in sales.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><!--more-->\r\n\r\n<span data-contrast=\"auto\">Here\u2019s the short version. <\/span><a href=\"https:\/\/www.dailydiscipline.com\/feed\/some-people-go-the-extra-mile\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Brian Knight<\/span><\/a><span data-contrast=\"auto\">, a professional speaker on team performance, posted the story on his blog. It opened with this statement: \u201c<\/span><span data-contrast=\"none\">I bought a new car yesterday. It almost didn&#8217;t happen but for an extraordinary effort from a woman named Suzanne.\u201d<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">Brian and his family needed a car. After doing some online research, he found a dealership (the Genesis dealership in Littleton, Colorado) that had what he wanted. After visiting the dealership and talking to Suzanne, the salesperson, it was too late to make the deal. But even though the next day was Suzanne\u2019s day off, she said she would come in to do the paperwork. Unfortunately, Brian couldn\u2019t leave home to meet her at the dealership. Without missing a beat, Suzanne said she would come to the house with the car.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">Some might say she was a hungry salesperson who would do almost anything to get the sale. That may be true for some, but at the time, there was a shortage of cars. The dealer just needed to stay open, and customers would come in and buy. Suzanne could have said, \u201cI\u2019m sorry. If you can\u2019t come in tomorrow, I can\u2019t guarantee someone else won\u2019t come in and buy the car.\u201d And, by the way, that is what probably would have happened.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">But Suzanne wanted to take care of her new customer, not just sell him a car. Suzanne created an experience \u2013 one that Brian wanted to share with the world. And he has.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">The demand for cars hasn\u2019t always been this crazy. Just a few years ago, it took great effort to get a customer to come in and buy a car. Dealerships would advertise and negotiate to make a sale. And here is where the story gets better.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">When Brian was in Suzanne\u2019s office the first time, he noticed a massive trophy with her name engraved six times \u2013 next to the years 2016, 2017, 2018, 2019, 2020, and 2021. Brian asked about the trophy, and Suzanne confidently said, \u201cSalesperson of the year. I\u2019ve never lost.\u201d And it\u2019s Brian\u2019s prediction that she\u2019ll win again in 2022.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">The point is that sales and service are so tightly intertwined that they combine to create an experience. Customer service is not what happens when things go wrong. It happens throughout the entire experience, from the moment a customer just thinks about doing business with you until they do. Then it starts all over again when the customer comes back. And that\u2019s what selling with service is all about. Create the experience that gets customers to not only buy today, but will also say, \u201c<\/span><a href=\"https:\/\/store.hyken.com\/products\/ill-be-back\/3201087000000952384\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">I\u2019ll be back<\/span><\/a><span data-contrast=\"none\">\u201d tomorrow.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n<div class=\"entry-content\">\r\n<div class=\"entry-content\">\r\n\r\n<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\"><em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em><\/span>\r\n\r\n<\/div>\r\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Lately, I\u2019ve been thinking about how sales and customer service combine to create an experience \u2013 hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn\u2019t just sell a car. She [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38541,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6800,6807],"tags":[6256,2712,5743],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>When Sales and Customer Service Collide - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Create the experience that gets customers to not only buy today, but will also say, \u201cI\u2019ll be back\u201d tomorrow.\u00a0\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"When Sales and Customer Service Collide - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Create the experience that gets customers to not only buy today, but will also say, \u201cI\u2019ll be back\u201d tomorrow.\u00a0\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-05T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-09-11T12:09:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Selling-With-Service-.png\" \/>\n\t<meta property=\"og:image:width\" content=\"360\" \/>\n\t<meta property=\"og:image:height\" content=\"432\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"When Sales and Customer Service Collide\",\"datePublished\":\"2022-10-05T00:00:00+00:00\",\"dateModified\":\"2023-09-11T12:09:04+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/\"},\"wordCount\":584,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Selling-With-Service-.png\",\"keywords\":[\"sales experience\",\"customer experience\",\"creating great customer service\"],\"articleSection\":[\"Customer Service Strategies\",\"App\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/\",\"url\":\"https:\/\/hyken.com\/customer-service-strategies\/when-sales-and-customer-service-collide\/\",\"name\":\"When Sales and Customer Service Collide - 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