The Battle Continues: Sales vs. Service
Why is it that some businesses don't allow sales people to start their job without proper sales training, but are ok with letting someone in a customer service role start their job without proper customer service training? Aren't customer service employees responsible for building relationships, ensuring customers have the best experience possible to create loyalty? Better yet, shouldn’t everyone in the entire organization be trained on how to deliver winning service, and then receive specific training pertaining to their role?
In the landscape of business today, we can’t think of customer service as a department anymore. How well a company delivers upon the total customer experience will ultimately drive sales and that will shape the reputation of any business.
So, which did come first, the sell or the service experience? You can argue that someone must purchase a product or service in order to have the experience, and yes, I would have agreed with you if this was circa 1985; however, it isn’t, it is 2019. Consumers hear and learn about the product or business from many sources and make their purchase decision before they even enter a business - physically or via the company website. If a consumer dares to give a business a chance, it is up to the company to exceed the customer’s expectations, and only then will it be determined if they will become loyal to the brand or not.
If you do build a great experience, customers tell each other about that.
Word of mouth is very powerful.
Remember, loyal customers are 5x as likely to repurchase, 4x as likely to refer, and 7x as likely to try a new product or service.
And all of that equals sales!
It’s in every company's best interest to provide customers with the best possible experience and making them feel valued. Take care of your number one asset, and that starts with employees understanding the importance of custmer service.
Is feedback really listened to from employees and customers?
Do you move quickly into action and respond to the feedback to continuously improve?
And how well do you challenge yourself and your employees to go above and beyond to truly make customers feel valued regardless of what department they work in?
Do employees feel valued at your company?
In order to have a great customer experience you have to have a great employee experience – so give them the training, tools and resources to do their job well, and they will then understand and be able to always do what is right for the customer.
If you are focused on sales and brand loyalty, you need to be focused first on your employees and then on the customer experience!
To answer the question, which came first sales or service? The answer is naturally... EMPLOYEES! 😊
Winning at Service,
Allow our team to help you I.G.N.I.T.E. your service culture today.
G o above and beyond, and
N ever say no, always give options
T ake the steps to own the situation, and
E. A.T – empathize, apologize and thank