From Losing Millions to Building Better Systems

Glen Poulos shares how a failed business sale wiped out millions on paper, then forced him to rebuild through fear, trust, and better customer systems. Nikki and Glen talk about sales, decision-making, customer care, and why small details can shape loyalty. Guest links: GlennPoulos.com and LinkedIn.https://www.linkedin.com/in/glennpoulos/https://glennpoulos.com/https://amzn.to/3whwPh3Fully Timestamped Show Notes00:00 Glen introduces himself and the conversation begins. 00:30 Glen explains how he moved from government work into sales. 01:00 He starts his first company in 1991 after his employer rejects his startup idea. 01:40 Glen explains his Canadian business background and move to Orlando. 03:45 The conversation shifts to the sale of his first business. 04:20 Glen shares how the deal left him with locked shares that went to zero. 05:40 Nikki asks how he handled the emotional and financial fallout. 06:45 Glen explains that fear of poverty pushed him to act. 08:15 He uses retirement funds, calls suppliers, rebuilds trust, and starts again. 10:30 Glen reflects on focusing on what he got to keep. 11:30 Nikki shares how moving often shaped her relationship patterns. 15:00 Glen connects with the difficulty of forming long-term friendships after moving. 18:10 The conversation returns to Glen’s second Canadian company. 19:20 Glen explains how the second company became profitable quickly. 20:30 He names the core shift, becoming a pleasure to do business with. 21:30 Glen explains customer-first systems, including direct access to the owner. 23:20 He describes employee decision limits for solving customer problems. 24:30 Glen explains how accountability and trust worked together. 25:20 Nikki connects this to lost “mom and pop” customer service. 28:00 They discuss how being known by name changes the customer experience. 34:30 Glen gives small examples, candy jars, snacks, and treating visitors well. 36:15 Nikki shares a client gift story tied to relationship-building. 37:30 Glen closes with his book, Never Sit in the Lobby, and LinkedIn.