CX Goalkeeper with Nick Glimsdahl – S1E30 is about "Press 1 for Nick" and Customer Service – Customer Experience Goals with the CX Goalkeeper
The CX Goalkeeper had a smart discussion with Nick Glimsdahl
Linkedin Headline: Cloud Contact Center Guide I ICMI Top 25 CX and Contact Center Thought Leader I Podcast Host
My learnings:
- Be purposeful with your time.
- Podcasts add value for prospects, customers and for the host. It is a way to add value by having fun and serving listeners
Nick mentioned some episodes which stand out based on our flow:
- Episode 23 with Jesse Cole – Owner of Savanah Bananas. He found out that he is not in baseball business but in delivering experiences
- Episode 16 with John DiJulius, President DiJulius Group. Use FORD (Family, Occupation, recreation and Dreams) on your employees and when you interact with customers. By writing a short note in your CRM you gain insights on your customers.
- There are quite a lot of learning: Reducing effort, breaking silos, making it as easy as possible for customer to interact with a company.
- Customers see a company as an entity and not the different departments.
In relation to CX and CS:
- Employee experience has a direct correlation to customer experience
- Be FINE – i.e.,be better than average
- Reduce effort and focus on the customer
- Listen to customers
- Get feedback from customers and employees
- Focus on business outcomes
His book suggestion:
- Chris Voss, Never Split the differences
Note to customer service employees:
- Do it with intent. Customers are a name and not a number
- Have fun serving other (enjoy the process)
Note to podcasters:
- Focus on the quality and not quantity
- Respect your guest time
Nick’s golden nugget:
- Listen to this podcast, listen to this specific episode, and then continue to share it with others.
- Share success stories, even if it is a small nugget, within and outside your organization.
Share success stories, even if it is a small nugget, within and outside your organization. @Press1ForNick on the CX Goalkeeper Podcast
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“Do it with intent. A Customer is a name and not a number” @Press1ForNick on the CX Goalkeeper Podcast
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How to contact Nick:
the list of the “nuggets” from Press 1 for Nick
https://www.canva.com/design/DAEQOrinvMI/HgLef55o182mGAeVLyXhlg/view
If someone would like to start a podcast, here are a few great tips:
https://press1fornick.com/podcasting/
Thank you, Nick!
#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast
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Transcription:
Gregorio Uglioni 0:02
I’m really thrilled to have you, Nick on on this show on this smart discussion. And thank you for having time to discuss with me. As usual, I start always with the same question, could you please introduce yourself? For the audience that don’t know you?
Nick Glimsdahl 0:20
Yeah. So my name is Nick Glimsdahl doll. I am the host of the press one for Nick podcast, we focus on customer service and customer experience. And I also am the director of contact center solutions and VDS.
Gregorio Uglioni 0:33
Thank you very much for your sort of short introduction. And I think if somebody had the opportunity to listen to press 1 for Nick, it’s really an outstanding podcast, I’m not losing many episodes, I know that you have quite a lot, but I’m trying always to listen to them. I learned a lot. I really enjoyed them. It’s great. And for the audience, that is not a subscriber of Nick, please do that. Because you will find a lot of fun and a lot of worth there. Please do that. Nick, I really start asking questions that you think are familiar to you, or you will find out that are familiar to you. And could you please share with us one thing that most people don’t know about you?
Nick Glimsdahl 1:14
Yeah. So it’s always fun to get the the questions turned back on me. So one thing people may be might not know about me, I ran in college, and I’m a five time national champion, cross country runner. So we ran in redshirted my first year, so I technically was part of the championship team, my redshirt year. And then I ran another four years and cross country on that team and won another four years there. So most people don’t know that I ran in college or that I competed at that level.
Gregorio Uglioni 1:49
Not bad, I would say that. That’s great news. Thank you very much for sharing that. And perhaps let’s now start discussing about the main topic you have in your in your career extremely successful. And you’re also an extreme successful podcaster. How could you ensure that both are so successful? What’s your secret recipe?
Nick Glimsdahl 2:11
Yeah, so it’s, it’s always that fine balance and, you know, focusing on on the value of both, how do you continue to drive that, and make sure that one is not getting unbalanced, and I think it has to do with prioritizing your time. If it is, sometimes I do it early in the morning, and I’m working working on the questions or I’m reading a book, sometimes it’s at night as I look at other people’s guest book or previous episodes, but you know, I do I communicate with both right, I communicate with my my leadership team at the VDS. And they are more than supportive to help me on that journey. And at the same time, I respect their time and respect the time of the guests that I have on. So I, which we can talk about here in a little bit. But I want to make sure that I invest in in both both at VDS. And at at press one for Nick, because if you’re not investing into the time that you’re putting in, it will show and so I think just being very purposeful with your time is important.
Gregorio Uglioni 3:20
I fully agree with you as an hobby podcaster, I am facing the same challenge to ensure to balance corporate career together with the podcast that I’m doing most of the time, late in the evening, in the night. And perhaps coming back also to your corporate job, I think you have a clear link between your corporate job and press one for Nick, how can you ensure that they are they are working together properly and that you’re also supporting the targets of your company?
Nick Glimsdahl 3:51
Yeah, so I would say at the end of the day, if we can talk about this later if you want to but at the end of the day, at the beginning of the pandemic i I said how do I continue to find ways to add value to not just my my friends and my peers but also my prospects or my clients and I didn’t have the ability to get back in in your we can create zoom? Yeah, we can we can do virtual happy hours, or phone calls. But how do I bring in the right people at the right time to ask and specifically ask the right questions to add value to me as a professional as I continue to grow. And I think that helps me at on the VDS side. But at the same times it’s adding value to to my prospects to my clients and to to my peers and friends in the customer service and customer experience. Space.
Gregorio Uglioni 4:46
Thank you and I think this is this is a really, really important topic. Could you please elaborate also a bit? How did you came to the idea? Let’s create press one for Nick.
Nick Glimsdahl 4:55
Yeah, so I am actually working with an organization called ca some experience of Michigan or CX FM, they reached out to me in probably in January to be on their podcast, we had some mutual friends and they said, Hey, let’s talk about customer service and customer experience. And so I joined them as a guest. A couple of weeks later, they said, That was a lot of fun anyway that you’d be willing to join us. But you be the host on your own podcast. And I kind of said, Yeah, I’m good. I don’t I don’t have a whole lot of time and super busy. I’m traveling a bunch. Pandemic hit, they came back to me and said, Hey, is there any chance that you have availability now? Are you traveling as much? And do you have? Are you interested, I still think it might be a good fit. So they continue to persuade me and I started, started kicking it off and asking people, hey, does this make sense asking VDS? Hey, does this how do you how do we continue to find ways to add value there? And then is this something I’m comfortable with? Because it’s always anytime you try something new, you kind of tend to step outside that that comfort zone? So I think there’s a lot of things that I had to decide. Finally, I just after a couple of people, a couple of friends of mine said, hey, I’ll be on the podcast, I just said, Hey, let’s give this a try. And I think I’m on episode 87. It’ll be 88. This week.
Gregorio Uglioni 6:24
We’re nice. And I think this is this is really interesting, interesting piece or point of view that you need to overcome quite a lot of difficulties. But then at the end, I think the most difficult one, from my point of view, and with my small podcast is really to do the first because then you see it works. You have an interaction. You can feel the time and you can start discussing. What do you remember from your first podcast?
Nick Glimsdahl 6:54
Yeah, I think that’s a great question. Somebody asked me that I was talking to an association here in the States. And somebody asked me the exact same question. There was a lot of nervousness from if I can be fully transparent. I was sweating hadn’t had sweaty armpits. I was squeaking because I was trying to enunciate and figure out what words what questions to ask. I wasn’t very comfortable, to be honest. And it was just me talking to another friend, just because we’re on record and the perception of me saying, oh, man, this is going to be recorded. And now it’s going to get pushed out to all these people potentially, who are going to listen, and what happens if I screw up? What happens? What should I say what I say wrong. And so there was a lot of it was all on me, though. It was not no pressure from anybody else. In fact, you know, the guest was great. My first guest was Neal Topf, he runs an outsourced call center called calls that up called CALLZILLA. And we just had a great conversation around customer service and customer experience. And I think it ended, okay. There’s a lot of things that could have done different with with the technology or editing on the back end or asking specific questions. But yeah, it was it was definitely uncomfortable at the beginning.
Gregorio Uglioni 8:09
And I think Neal is also podcaster, fireside chat, if I correct. Right.
Unknown Speaker 8:15
Fireside Chat without the fires. Absolutely.
Gregorio Uglioni 8:17
I was on on their show last week. And therefore I remember that. And and I think exactly what you’re saying it’s important to start, perhaps, is based on the fact that you are a podcaster. And were successful. Did you scripted all the questions and everything you wanted to say? Or it was more of a talk general, though, speaking about this first episode, wouldn’t you?
Nick Glimsdahl 8:40
Yeah, so the first episode, I probably had two or three questions that I just said, Hey, Neal, here’s the things that are going to that I’m going to be thinking about. Let’s kind of just go off the cuff right, like shoot off is with little script is possible. And I think it’s it’s good to an extent, sometimes I, if I were to go back, I would probably have it a little bit more scripted. Or maybe just rearrange some of the questions based off of the storytelling and how it comes across from the listener themselves, or maybe asked more point, pointed questions instead of saying, hey, what do you think about customer service? Right? I don’t remember the exact conversation that we had, but I think it was more broad and not specific questions that I wanted them to, I wanted him to answer.
Gregorio Uglioni 9:27
I think this is a really a good hint. And also there, it’s I think that the value added of this discussion, because there is plenty of podcasts, it’s really to go in depth and to find out topics and insights that can be shared, and therefore coming back to your career. Now, let’s say in in summer, I think you will celebrate the episode 100 And, and therefore I need to ask these questions. Do you already know who will be your guest for the because not 100 Yeah, so you don’t need to share that. Yeah, no,
Nick Glimsdahl 10:06
it’s actually it’s it’s not a surprise, because I asked a handful people, what should I do for my episode? 100? Should I go and take little snippets from every single guest? Or, Hey, should I do this? Or should I do that? Should I bring on a really big guest? You know, find out the Jeff Bezos so the world and bring him on. And every single person except for one, and I can’t remember what the other person said. But I think I asked five or six people, and they all just said, why don’t you just talk? Like, why don’t you just walk through and talk about kind of the lessons learned? And what did you get out of it? What did you like? What have you talked what you know, the questions I asked every guest, and I think you you did the same as is, you know, what’s one thing people might not know about? You? What, if you believe in no to every customer service customer experience professional, I would say and then. And then. And then the other one, right? It’s the it’s the booker person. And there’s so many things that I’ve gleaned from every single guest. And I’ve never, I guess really gotten the opportunity to talk about some of those, some of those and how they impacted me and how they’ve impacted others. And what what guests have said, and our listeners have said, for that matter on reviews, it just kind of put it out there and see what it’s like. And if people like it, maybe I transition and do every fifth episode, it’s me talking. So yeah, that’s that’s kind of the plan for now.
Gregorio Uglioni 11:35
And I think this is really a cool idea. Because it’s normally about it’s not only about sharing the norm. But also for me, I am learning a lot having this chart also with you in this case, and therefore it’s something that we can share again and again. And therefore, I think this is an outstanding idea. Even if you don’t ask me, I would support that this is an outstanding idea. Thank you. And now that you have enough experience, perhaps could you share please with the audience? What is your vision around press one for Nick?
Nick Glimsdahl 12:11
Yeah, I mean, at the end of the day, like I said, How do I find ways to add value. And if I’m not adding value to my listeners, then I should be doing something else. If I’m not having fun adding value, if I’m not having fun serving these my listeners and the people that I’m bringing on as guests, then I should do something else. So I want to continue to have weekly podcasts. I want to continue to find ways to hone in the right questions that I’m asking the right guests that I’m having, and maybe even survey start surveying my guests like what do you guys want to listen to? There’s a lot of times that I’ve reached out to people and said, Hey, who do you think about what do you think about this guest? Or who should I reach out to next? That’s one thing I ask every single guest is, who do you think might be a good fit, this is off recording i Who do you think might be a good fit for the podcast. And they don’t necessarily have to be in customer service or customer experience to be on the podcast. But focusing on the customer is very important. And I’ve gotten a lot of really good guests from that. I’ve kind of the goal is to continue to find ways to add value around the prior. So if I’m reading books or listening to episodes, and then the post, the post production is kind of something that I’ve leaned into the last 15 episodes or so where we bring on I brought on kind of somebody to do some change or audio engineering of the podcast if I needed some some I just needed to change the volume and some I needed to change more than that based off of what we’re what that podcast consisted of. Or maybe it needs to break be broken up into multiple episodes. So not gonna change a whole lot. Hopefully it continued to, I went from two episodes to one episode just because I wanted to focus more on the quality, not necessarily on the quantity. And that was kind of one of the lessons learned that I’ve had on the podcast. Maybe it’s transitioning, I did a Chris Voss, he was the international hostage negotiator for the FBI. And I split that and put it up on YouTube. And that was the very first time I’ve done a YouTube event. So that was that was fun. Got a pretty good response. Still still getting a lot of people listening to that. And I hadn’t done that before. So maybe I’m transitioning to video, or maybe I transcribe every episode from here on out. So there’s a lot of things I have thoughts wise that I’m learning from others because we’re always going to be constantly learning or else we wouldn’t be listening to podcasts themselves.
Gregorio Uglioni 14:49
And I fully agree with you and I think this is also experimenting. At the end you have an audience that are committed to your podcast, and if you’re trying something new, they will accepted are telling you, Nick, what you did earlier was better, or this is even better continue continue like that. And I think that was really interesting. One part is for sure, as you said, it’s about learning, but also on the other side is to have fun during this discussion. And I’m having a lot of fun discussing with you and also with the other parties. Perhaps you don’t need to share the exact name. But what was the funniest, funniest discussion that you had with one guest? And what was the topic?
Nick Glimsdahl 15:32
Yeah, that’s a great question. There’s so many people that I was just trying to think of who would be who would be the right fit around the podcast. You know, if I were to look through, there’s, what 87 88 episodes. You know, the, if I were to think of who might be the right one, there’s, there’s a guy who owns and I’m blanking on his name for a minute, actually, it’s Jesse Cole. So he owns the savannah bananas. So it’s a semi pro baseball team. And it’s episode 23. And if anybody doesn’t know who he as he went from that to hunt, he had 100 year old stadium, he was like $100,000 in debt. And this guy realized that he’s not in the business of baseball, he’s in the business of delivering on experiences. And so he transitioned as he’s living on a in his one bedroom, I think a one bedroom apartment on on a mattress that, you know, he doesn’t have. He’s, he’s falling out and he’s going to be out of business here shortly. So he starts reading books on Walt Disney and how people are focusing on the experiences, he now wears a yellow Tux that he’s he rocks every day, like, like Dumb and Dumber. And he’s got, he went from not being able to sell a ticket to now he sells out every game and has a three year waiting list. And how he does it, I think is a really, really unique he doesn’t focus on baseball, he focuses on the experience and so he’s got the banana Nana’s, which is a senior 60 Plus cheerleading squad, he’s got a band that plays at the very beginning. He’s got a breakdancing first base coach. He’s got Nacho Libre like wrestler as one of their I think third base coaches like completely crazy. But he’s delivering on on the experience. And he’s exceeding expectations. And so the guy was, like he drank, you know, six months or energy drinks the day he had the podcast. But there’s other ones too. But that one, just as you asked the question kind of stuck out?
Gregorio Uglioni 17:47
No, thank you. And I think I really liked your answer. And I wanted to be honest, I listened to both podcasts, the negotiation one and this one. And these were really great, great podcast. And now we can also transition into the next topic or the other topic I would like to discuss with you. And this is a one on one side is your great experience as a as a podcaster. But now also in your corporate job, let’s say. And, as you said, you are learning a lot you are sharing value added. And from the customer service point of view, customer experience point of view as the example that you already did, what are the most important learnings that you got out of the podcast that you were able to reuse in your company?
Nick Glimsdahl 18:33
Yeah, there’s, there’s so many lessons learned if I were to look through some of them, you know, some of the some of the guys so I asked the question at the very end and some of the questions that I was kind of sifting through but they’re the guy who has his name is Louis Taylor. He’s the VP of head of customer experience in Austin, site leader Dropbox. And he says, Don’t make customers navigate your organization to have a great experience. And every time that I hear any of these lessons learned, I can reflect back on the organization like how are we making? How are we able to reduce effort to deliver on a better experience for our customers? How are we able to take the silos down for customers? Because it doesn’t matter if you’re in sales or marketing or operations or support? They see you as VDS so how do I continue to find ways to have customers CS atVDSs and make it as easy as possible for them to do business with us? You know, if I were to look at other ones, just real quick, I was sifting through some here. Let’s see. You know one thing that John DiJulius he’s a partner of something somebody group called the Julius group and he taught he focuses on Ford. So it’s an acronym and it talks about family occupation, right? duration and dreams. So he’s like, don’t necessarily when you’re interacting with the customer say, Hey, what is your family? What’s What’s the name of your kids? Tell me more about your position. What do you like to do? What’s your hobbies? And then what do you want to do in the future, but is content is organizations if you have a customer that continues to focus on the customer, and they have reoccurring customers, jot them down, put a little note inside your CRM or into your call center and say, What are they talking about? Like? Are they going on a trip with their with their kid? Are they going to their kids soccer game, are they having a surgery that is is something big, bring it back up, if the next time you have an interaction with them. And you know, this is probably six or seven or eight years ago, I had a dentist that would do this. And I had no idea what he was doing. I didn’t know it was called customer experience. But he would take the first five minutes and not talk about my teeth. He would talk about what’s new, like the last time we talked, we were talking about this, this and this, how’s that going? And then he would just be quiet. And he would listen. And I was like, you would leave they’re not in he was prompt, which is also you know, a rarity in healthcare, right. But he was prompt, and he actually cared about what I was saying. And he wasn’t looking at his watch, he wasn’t trying to hit a specific KPI around, oh, I need to hit this many people in this office. But focus on the customer in the moment, and give them the time like and then give them your 100% attention. And that was another there was a bunch of them. I mean, obviously I’m looking through all the quotes. But that was another one, like be purposeful in your time. And don’t pick up your phone. Don’t pick up your your next gadget. Don’t be looking at a book, don’t be giving them your second hand attention. But give them your full attention.
Gregorio Uglioni 21:58
Thank you, I think these are really, really, really great insights. But please don’t speak about dentists with me, please.
Nick Glimsdahl 22:08
Not bringing up the rest of the podcast.
Gregorio Uglioni 22:11
Thank you very much. Now, because when I was a child, I had some issues, and therefore I was often there. And that was not really customer centric. That was let’s fix all the issues and go further. And therefore I developed to something like a fear about dentist and even if I am older now. And I owe that my son didn’t check that and didn’t understand that. Because you should have experiences. But I fully agree with you. I think this these are really great examples. And and perhaps also moving to the to the next question in relation to customer experience and customer service. Perhaps from your point of view from your site, something that you learned during the podcast that you say, Oh, this is really a wild moment. For me. It’s something that I need to share. I want to leverage I wants to live with it. Perhaps Do you have some some examples? Some ideas?
Nick Glimsdahl 23:11
Yeah, I mean, as I sift through the the 88 episodes, there was a lot of kind of lessons learned. And to be honest, there’s like emerging themes that came up. And for me, it was, I would say 5-6-7 things. If I could think of them it’s right. It’s it’s the employee experience equal to customer experience. So treat your customers the way you want your customer or to you the way you want your employees to treat your customers because they will they are a direct correlation, a direct reflection of how you treat them. And I think was a chef hike and he said fine, fine, FYI, any is the F bomb of customer service. So he’s like be be better than average, you can be better than average. When it comes to finding ways we talked about that. And at the dentist office, I brought up dentists again, I promised I wouldn’t but is Reduced Effort, Right finding ways. Regardless if you’re in customer service or marketing or anything, you’re always have a direct correlation with the customer. Right? You James Dawkins was on your podcast. And what he told me was it doesn’t matter how many Nicks are between you and the customer, there’s always it always ends with the customer. So focus on that customer focus on that interaction because it will impact the customer and finding ways to reduce reduce that effort. Another thing I just thought of was, you know, having the ability to listen, we talked about that earlier. And then not just listen, but provide that empathy along that journey. Because if you’re not actually listening and then saying, instead of saying I’m sorry, which Chris Voss said right in the in that episode, but actually provide a label around it. So it sounds like it seems like it feels like you are going through this sounds like we did Meet Expectations. Another one I thought of is, you know, get feedback, right? Like, don’t just your frontline employees are knowing the pain points that your customers are feeling. So ask them. And then the same thing is true with your employees, right? Create a poll survey, once a month, once a week once, you know, a couple times, once a quarter, and make sure that your customers get that feedback, but also your employees, and then do something with it. Don’t just sit back and say I have all this information this great, this is great data, but don’t do something with it, and then go back and tell them that you did it. There was there’s a bunch of cases around that where people are you kind of push the survey into the void, and you don’t get a response back. And that doesn’t make me feel like I should be filling out an additional survey if if I don’t get feedback on the on the other part. And then the last one I would just think of is like, is in customer service is focused on business outcomes. Like in customer experience, we, I have a saying I call it the pixie dust and fairy tales, right and customer experiencing kind of lean into those and it’s great to talk about and but when it comes to business leaders or, you know, executive team, they don’t necessarily care about CX per se. They care about business objectives as the shareholders and everybody else. And so how are you directly correlating CX with business outcomes? So I’ll pause there that was, that was a lot of information.
Gregorio Uglioni 26:36
And it was outstanding pieces of information, I think four really important important topics, but I need to remember you you mentioned Dr. Again, Dentist again, and therefore I give you a yellow card.
Nick Glimsdahl 26:50
Man, I’m in the running here, I as long as I don’t get a read on the way out.
Gregorio Uglioni 26:55
I’m sure we will not get to red one. Nick, it was really a great discussion, we are going to the last piece of the discussion, as we said, you are working in a corporate VDS and you have your podcasts and the you have also other things that you are doing, and how can you ensure to have a satisfactory life work balance.
Nick Glimsdahl 27:16
It’s it’s tough, right? I mean, you you felt as a as a host of a podcast. And as a professional role, you feel the pole of and plus your personal life, you try to meet all expectations. It’s I think, like I said at the very beginning, if you’re not purposeful with your time, and you tend to I inside my calendar, it’s very segmented. And it’s color coded and coordinated. coded. So I know exactly what I need to do at the right time. Even at night, like I want to make sure that I spend time with the family. But if I need to go back and do and read a book or listen to a podcast that you know, one and a half speed to make sure I get it in, I want to do that too. And I am never going to let it affect right the the quality of of anything that I’m doing. So it’s it’s just being very purposeful with my time and then saying no to the right things. Because I aim to please and I think that you can say you can be the same be the yes person that anytime somebody asks a question you say yes. But if you don’t ask that clarify clarifying question, like, tell me more about that. Like, what’s the timeline? What’s going on? Who’s that impact? What’s the delivery? What’s the outcome of that delivery? If you don’t know those things? And you’re just saying yes, and you try to do it as quick as possible to, quote unquote, meet expectations, but you’re not necessarily meeting expectations, you’re just you’re trying to force it based off of your own expectations. I think that tends to clog up calendars.
Gregorio Uglioni 29:01
I fully agree with you. And using the leveraging the example that you mentioned earlier, it’s not about meeting the expectation or a bit being a bit more better than meeting expectation, an amazing experiences. And therefore I fully agree on that. Now I’m going to change a bit. The questions that I normally ask because if I have you on my podcast, and I need to ask you two questions, and I hope that I formulate them in a proper way. What was the book or the person who has influenced you the most in the last year?
Nick Glimsdahl 29:36
it’s it’s a tough question they ask. I mean, there’s so many books that come out come to mind right now. There was. It’s not. It’s interesting to me. That I’m going to say, never split the difference by Chris Voss. And the reason why I say is because I didn’t expect it. I didn’t expect his techniques in hostage negotiation to impact me as a professional or in customer service or customer experience. And it kind of caught me off guard. But I kept taking notes, I kept underlining and kept, you know, taking pictures and sending it to people, because I was like, Hey, this is this is unique. And I even told him like there is, there’s a lot there for you to unpack. And focus in and lean into that customer service or customer experience, because nobody calls in to a customer service or Call Center Department. And say, says, Hey, Nick, I just want to let you know that your product is amazing. And you know, I loved your service, and you really hit hit my expectations are high five, I’ll see you tomorrow. It’s, I’m on fire, right. And I’m going to do everything to make your life miserable. And so listening to what he’s saying, in provide active listening, it’s mirroring, its labeling, it’s all these other things. Really surprised me. So that was the that was the first one.
Gregorio Uglioni 31:01
I really liked it. And perhaps also, to motivate other people to listen to this podcast. I will say, please don’t say trust me. That’s one learning out of the podcast of your podcast. And the second one is, if somebody has issues with driving the car too fast, let’s also they are also giving some good ins how to cope with with this issue? It’s not the very last question, because I still have one or two questions for you. But could you please with us your notes to old customer service professionals,
Nick Glimsdahl 31:38
I would say when it comes to focusing on the customer doing it with intent, like listening to them, if at all possible, I understand inside customer service. But in in customer service, sometimes you’re interacting with 10 applications at once, and you’re checking the weather, you’re asking them, Hey, how’s the weather and you know, Stockholm, because you’re trying to figure out what’s best for you sifting through all of this, you’re not actually paying attention to him. So if that at all possible, pause what you’re doing, listening to what they’re saying. And then acknowledge what they’re saying. And then do something about it. Don’t necessarily speed through it. Because then they feel like a number and not a name. And then the last thing I would say is is in this is my my purpose in life is to have fun serving others. Like, if you’re not enjoying the process, even it doesn’t make it easy. But if you’re not enjoying the process, then do something else.
Gregorio Uglioni 32:40
Thank you very much. And now we are coming really to the end. But two questions I would like to ask you, or three questions. One is a bit funny, but I think it’s important. It’s and your notes to all podcaster.
Nick Glimsdahl 32:55
So all podcasters is to, man, there’s there’s so much I could we could have another podcast just on podcasting, but is to focus on the quality of the podcast, not the quantity, I would immediately focus on a solid microphone, and then respect your guests time, and then find ways to add value to them. If it’s sending a recap, hey, here’s what here’s what I did on the audio gram, here’s a quick snippet of the podcast. Here’s why I posted it, here’s the channels, here’s some things that you can do about it. And then asking them, is there anything else I can do for you?
Gregorio Uglioni 33:38
Thank you, Nick. And I hope is not feedback to me.
Nick Glimsdahl 33:42
Not at all.
Gregorio Uglioni 33:44
And the second last question to ask you is if somebody would like to contact you, I will share all the links in the in the in the show notes. Could you please share them with us?
Nick Glimsdahl 33:56
Yeah, so you can go to my website, press one for nick.com and you can go to the forward slash podcast one question and one thing that on the last question was around podcasting. I actually have a podcasting page so feel free to go there there was kind of all the lessons learned from what I got and kind of what I’m doing. It’s not a it’s a free resource full so free for anybody who wants to join and learn more about podcasting. If you’re you’re starting or you’re new, might be a helpful resource. Feel free to go to find me on LinkedIn. Nick Glimsdahl I think you can post the My name it’s a tongue twister but feel free to put that on there. I’m on Twitter as well. But anywhere that podcasts are found is where the where you feel free to listen to me on Apple, Spotify or anywhere else.
Gregorio Uglioni 34:48
Thank you very much Nick and please to the audience and Nick should should listen. Don’t listen to this please. I used is is review is in feedback in order to understand How to do that. Joke by sight. The very last question on the seats goalkeeper podcast is always the same. It’s something that we discussed or something new that you would leave to the to the audience, and is Nick, golden nugget.
Nick Glimsdahl 35:16
Yeah, the golden nugget is to listen to this podcast, listen to this specific episode, and then continue to share it with others like, the what you do on the podcast is what we’re all trying to do is finding ways to add value. You’re you’re investing the time it takes to do it. And just like me, you’re doing it before and after hours. And you’re being very purposeful with your time. Just the prep work that you did on this episode is is delightful. So continue to be willing to share this podcast with others. And I would say the last thing is to enjoy the process. This customer experience is not easy. And sometimes it’s not fun. But if you understand what your goal is and what your focus is, which should be on the customer continue to lean into that and see what the success and some of the success stories that you’re receiving if even if it’s a little nugget, and be able to take that nugget and share it with everybody that you know, inside your department or as peers outside of companies.
Gregorio Uglioni 36:26
Thank you very much Nick. I have not commented your golden nugget because it’s Nick, Nick, golden nugget. Thank you very much for your time.
Nick Glimsdahl 36:35
You bet it was my pleasure.
Gregorio Uglioni 36:37
And also to the audience. I hope that you enjoyed this episode. As much as I enjoyed it. It was outstanding to have Nick with me. And I think you can see that he is he has a really nice cap. We both have nice nice cap. And this is what what we are doing as podcaster and thank you very much to everybody speak to you soon.
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