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foreign ER customer service and experience expert today I'm going to discuss the relationship between sales and customer service now lately I've been thinking about how sales and customer service combined to create an experience hopefully a positive experience and then by coincidence one of our loyal subscribers Heidi reslow shared a story about someone buying a new car as I read this story I realized the salesperson didn't just sell a car she created an experience for her customer this is where sales and customer service Collide by the way even if you're not in sales you're going to enjoy the story so here's the short version Brian Knight a professional speaker on team performance posted this story on his blog it opened with this statement I bought a new car yesterday it almost didn't happen but for an extraordinary effort from a woman named Suzanne now Brian and his family needed a car after doing some online research he found a dealership that Genesis dealership in Littleton Colorado and they had exactly what he wanted after visiting the dealership and talking to Suzanne the salesperson it was too late to make the deal the next day even though it was Suzanne's day off she said she would come in to do the paperwork well unfortunately Brian couldn't leave home to meet her at the dealership and without missing a beat Suzanne said she would come to the house with the car now some might say that was a hungry salesperson and would do almost anything to get that sale well 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 I'm sorry if you can't come in tomorrow I can't guarantee someone else won't come in and buy that car and by the way that is probably exactly what would have happened but Suzanne wanted to take care of her new customer not just sell him a car so Suzanne created an experience one that Brian wanted to share with the world and he has the demand for cars hasn't 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 the sale and now here's where the story gets better when Brian was in Suzanne's office the very first time he noticed a massive trophy with her name engraved six times next to the years 2016 17 18 19 20 and 21. Brian asked about the trophy and Suzanne confidently said salesperson of the year I've never lost and it's Brian's prediction that she'll win again in 2022. 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 actually do then it's starts all over again when the customer comes back and that's what selling with service is all about create the experience that gets customers to not only buy today but will also say I'll be back tomorrow well I hope you enjoyed this short lesson thank you very much for tuning in this is Shep hike and reminding you to always be amazing