--- title: The Sales and Service Disconnect description: You win customers by focusing on their needs. You keep them the same way. image: https://www.davidmeermanscott.com/hs-fs/hub/413105/file-2104239545.jpg --- [Skip to main content](https://www.davidmeermanscott.com/blog/the-sales-and-service-disconnect#maincontent) [ «  View All Posts ](https://www.davidmeermanscott.com/blog) # The Sales and Service Disconnect November 18th, 2014 1 min read By [David Meerman Scott](https://www.davidmeermanscott.com/blog/author/david-meerman-scott) ![](https://www.davidmeermanscott.com/hs-fs/hub/413105/file-2104239545.jpg/shutterstock_137161697.jpg.jpg?width=5000&height=3966&name=shutterstock_137161697.jpg.jpg) ![shutterstock_137161697](https://www.davidmeermanscott.com/hs-fs/hub/413105/file-2104239545.jpg?width=275&name=file-2104239545.jpg)Here’s something curious: Many companies have completely different cultures and procedures for their customers depending upon which department is interacting with them. The manner in which salespeople engage potential new customers when trying to win new business is often light-years removed from how these same customers are serviced by the company only months later. It’s no surprise that in the course of my research for my book [*The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business*](http://www.amazon.com/exec/obidos/ASIN/1118827856/freshspotpubl-20) I learned that this strategy doesn’t produce good results. ### You win customers by focusing on their needs. You keep them the same way. Focusing a great deal of attention on buyers during the buying process and then relegating that same buyer to poor postsale service means customers are far more likely to leave. This can lead to a churn cycle in which companies add more sales resources to replace the customers who abandoned them, and around and around it goes. You keep customers happy, not by doing something different from how you won them in the first place, but by doing exactly the same things that won them in the first place. Shifting strategy doesn’t work. [Techbuilt](http://www.techbuiltrenovation.com) [ David Meerman Scott ](https://www.davidmeermanscott.com/blog/author/david-meerman-scott) David Meerman Scott is a business growth strategist, advisor to clever entrepreneurs who are building emerging companies, and the international bestselling author of a dozen books published in 30 languages. David’s high-energy keynote presentations, masterclasses, and virtual events educate, energize, and inspire. Connect: [mailto:david@freshspot.com](mailto:david@freshspot.com) Topics: [ Worst Practices ](https://www.davidmeermanscott.com/blog/topic/worst-practices) [ New Rules of Sales & Service ](https://www.davidmeermanscott.com/blog/topic/new-rules-of-sales-service) Don't forget to share this post: ## Related Articles [![](https://www.davidmeermanscott.com/hs-fs/hubfs/Pirated%20books.jpg?width=1500&height=1000&name=Pirated%20books.jpg) ### Move Fast and Steal Things: Meta Pirated 53 of My Books and Stories to Train Their AI March 26th, 2025|1 min read ](https://www.davidmeermanscott.com/blog/move-fast-and-steal-things-meta-pirated-53-of-my-books-and-stories-to-train-their-ai) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/Toyota%20website.jpg?width=1253&height=822&name=Toyota%20website.jpg) ### Automaker Website Frustrations Push Buyers Elsewhere December 10th, 2024|1 min read ](https://www.davidmeermanscott.com/blog/automaker-website-frustrations-push-buyers-elsewhere) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/Do%20not%20play%20Yamaha.jpg?width=1500&height=1125&name=Do%20not%20play%20Yamaha.jpg) ### Please Do Not Play Without Permission November 12th, 2024|1 min read ](https://www.davidmeermanscott.com/blog/please-do-not-play-without-permission) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/Teen%20and%20Young%20Adult%20AI.jpg?width=1338&height=886&name=Teen%20and%20Young%20Adult%20AI.jpg) ### Generative AI Not Understood By Young People… Educators Are To Blame July 9th, 2024|1 min read ](https://www.davidmeermanscott.com/blog/generative-ai-not-understood-by-young-people-educators-are-to-blame) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/Crush%20Apple%20video.jpg?width=1500&height=845&name=Crush%20Apple%20video.jpg) ### Apple’s Soul Crushing, Creator Destroying Metaphor for what AI is Doing to Society May 8th, 2024|1 min read ](https://www.davidmeermanscott.com/blog/apples-soul-crushing-creator-destroying-metaphor-for-what-ai-is-doing-to-society) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/shutterstock_126631127.jpg?width=1500&height=999&name=shutterstock_126631127.jpg) ### Customer Testimonials Are Not Effective Storytelling March 26th, 2024|1 min read ](https://www.davidmeermanscott.com/blog/customer-testimonials-are-not-effective-storytelling) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/we%20annoy%20our%20clients.jpg?width=1000&height=670&name=we%20annoy%20our%20clients.jpg) ### We Annoy Our Customers March 5th, 2024|1 min read ](https://www.davidmeermanscott.com/blog/we-annoy-our-customers) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/shutterstock_272153462%20copy.jpg?width=1000&height=628&name=shutterstock_272153462%20copy.jpg) ### Legal Caution vs. PR Clarity: University Presidents' Legal Advisors Muddled Congressional Testimonies December 19th, 2023|1 min read ](https://www.davidmeermanscott.com/blog/legal-caution-vs.-pr-clarity-university-presidents-legal-advisors-muddled-congressional-testimonies-on-antisemitism) [![Man holding a tablet computer with tip options](https://www.davidmeermanscott.com/hs-fs/hubfs/shutterstock_2328873613.jpg?width=1500&height=1000&name=shutterstock_2328873613.jpg) ### Just Because You Can Doesn’t Mean You Should October 19th, 2023|1 min read ](https://www.davidmeermanscott.com/blog/just-because-you-can-doesnt-mean-you-should) [![](https://www.davidmeermanscott.com/hs-fs/hubfs/max%20logo%20win.jpg?width=925&height=621&name=max%20logo%20win.jpg) ### Max Mayhem: Warner Bros. 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