Nick Glimsdahl is a leading authority in Customer Experience (CX) and Digital Transformation, specializing in the critical connection between authentic service and business success.

As the Director of Contact Center Solutions at VDS and host of the weekly podcast Press 1 For Nick, Nick combines deep expertise in sales, marketing, and contact-center strategy to help organizations create effortless and human-centered customer experiences. He advises companies on aligning business goals, customer expectations, and employee experience—often guiding organizations through complex initiatives such as digital transformation and AI adoption.

Nick is also the author of The Heart of Service, where he champions service models that scale operationally without losing empathy, helping leaders and teams build customer experiences that drive long-term loyalty and growth.

SHOW SUMMARY

In this episode of the Selling from the Heart Podcast, Larry Levine and Darrell Amy are joined by Nick Glimsdahl to explore the powerful idea that how you serve is how you sell. Nick explains that authentic selling begins with transparency, being honest about pricing, timelines, expectations, and outcomes so prospects can truly “see around the corner” and make informed decisions.

The conversation highlights the often-overlooked period between contract signature and implementation, what Nick calls the “go-live gap.” When organizations fail to deliver a consistent experience during this phase, customers quickly lose trust, leading to buyer’s remorse, lost renewals, and missed referrals.

Nick also shares lessons from his book The Heart of Service, emphasizing the importance of listening deeply to customers and frontline employees, reviewing sales conversations to improve performance, and aligning internal teams to deliver a unified customer experience. This episode offers practical strategies for sales professionals to build trust, create seamless handoffs, and focus on long-term relationships rather than short-term wins.

KEY TAKEAWAYS

Transparency about pricing, timelines, expectations, and results builds stronger customer trust.
The “go-live gap”—the period between signing and implementation—is critical to customer satisfaction and retention.
Long-term customer lifetime value should take priority over quick transactional wins.
Sales professionals shape the customer experience because they are often the first face of the organization.
Strong internal alignment between sales, implementation, and customer success ensures a consistent experience.
Listening more than talking helps sales professionals better understand customer needs.
Genuine care and attention toward prospects differentiate sellers in a crowded marketplace.

HIGHLIGHT QUOTES

“Selling from the heart means being transparent—about price, timelines, expectations, and results.”

“The more I spoke, the better I sounded… but that didn’t mean people would buy.”

“You don’t have to be great. You just have to beat the DMV… but somewhere between Zappos and the DMV.”

“Care more than everybody else.”

“You don’t close a sale. You open a relationship.”

“Customers will easily go to your competitor—even if they have to pay more—for a better experience.”

ADDITIONAL RESOURCES

Explore the secrets of heart-centered leadership and thriving workplace cultures with Culture from the Heart Podcast! Nominate a visionary CEO at www.culturefromtheheart.com!

Listen to Larry Levine’s Bestselling Book — Selling in a Post-Trust World! Now available on Audible! Transform your sales approach with insights that matter.

SUBSCRIBE to our YOUTUBE CHANNEL! Stay updated with the latest episodes and leadership tips: Selling from the Heart YouTube

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How You Serve Is How You Sell featuring Nick Glimsdahl