Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling. Bite-Sized Delight From the Episode: • Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales. • Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business.  • Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty. Are You Looking for Things We Referenced? • Mattress Galaxy • Experience This - Episode 69 - "Emojis, Surveys, and Sodas!" • Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!" • Experience This - Episode 88 - "Ignoring, Chatting, and Returning!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Shimkat Motors - No Appointment Required Oil Changes • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman - keynote speaker and author of "Never Lose a Customer Again" Dan Gingiss - keynote speaker and author of "The Experience Maker"