From Stage to CRM: It’s All About First Impressions

“Communicating with clients and being on stage share a lot of similarities. You only have a few seconds to make a great impression. And you only have a few minutes to make people fall in love with what you do. You need to make it count.”

Lucky for us, Nick Apostolov knows how to make a great impression that counts. He is the Head of Customer Success at Rexera, formerly InspectHOA, and he is also a father, a business owner, and a singer, among other things.

His philosophy is simple: “Truly caring about how clients feel and what they want is a must if you want to be successful in any client-focused business.” Take it from a person who used to own a successful board games bar. Happy clients mean more business, but they also mean you made someone’s day better. Nick strongly believes that compassion and empathy are key to working with people.

Nick started working while still in high school, his first job being at a local KFC restaurant. He quickly moved up the ranks to a floor manager – learning to manage colleagues, employees, and customers along the way.

Fast-forward to his graduation from the University of Westminster in London, and Nick realized he wanted to open his own business. By that time, he had worked in a call center, multiple hotels, and medical clinics, always focusing on meeting customers’ needs.

These experiences have shaped Nick into the person he is today. Empathetic and attentive, he puts himself into other people’s shoes to truly get to the heart of their problems. He brings the same approach to the table at Rexera, not only focusing on keeping his clients happy but also making sure that his team is happy.

“Teamwork is essential in every company and also in life. When people come together, they can accomplish things greater than themselves, amazing feats that they can never achieve alone.”

Coming to Rexera, Nick learned that we always take customer feedback very seriously—and he loved it! Every department is focused on elevating the customer experience, which adds great value to customer success work.

Nick’s secret sauce? He loves his clients! He combines his passion for customer success with proactiveness and a willingness to face new challenges head-on. Instead of waiting for problems to pop up, he’s already on top of them, offering timely resolutions and even anticipating them before they occur. “The best way to resolve an issue is to prevent it from happening.”

As Nick continues to pursue his passions, whether it is spending quality time with his family or performing on stage, he recognizes the importance of leaving lasting impressions. It all comes down to those fleeting moments, the interactions with the people that matter, and working hard to get excellent feedback. And Nick surely makes them count.