A topic I have been speaking about recently is how to interact with your customer base. From marketing your reviews on site, to creating a well thought out "wall of Fame" showing your community interaction, awards, videos etc. I also emphasized the need to interact with your Social Media followers.
I this week's Automotive news, an article by Lindsay Chappell speaks… Continue
Added by Glenn Pasch on July 12, 2012 at 7:20am —
I was struck by the simplicity of a sign in a hospital cafeteria the other day that said,
“You asked, we listened. Here are changes to our menu based on the spring survey. Keep your feedback coming.” I loved that.
The climate has shifted over the past two years where businesses are recognizing the importance of … Continue
Added by Glenn Pasch on June 23, 2012 at 4:34pm —
I opened up the latest Automotive News over breakfast today and noticed a teaser for an article inside.
"Warning: Ratings Count for Shoppers". Of course after teaching Reputation management and customer service workshops for the last 2 years in the automotive industry I am always drawn to this type of article.
Well before I get to what the article said, I… Continue
Added by Glenn Pasch on June 20, 2012 at 4:31am —
So you may be wondering why I am wishing all of you a Happy 4th of July. I can hear the comments..."We are just finishing up April". "Doesn't he mean Memorial Day"
No I do not. I mean are you planning for the cars you are selling only 9 weeks from now?
Dealers are so focused on the 30 day cycle that they forget… Continue
Added by Glenn Pasch on April 25, 2012 at 10:30am —
I was calling the other day to set up some travel and when I dialed I got a real voice versus an IVR. The funny thing was, I checked to make sure I dialed the right number.
Now how funny is that. We are so accustomed to getting a recording (you have reached...) or a support line, (please enter your account #) that when we actually get someone it makes us feel… Continue
Added by Glenn Pasch on March 27, 2012 at 5:30pm —
Reviews are creeping up everywhere
I was checking in online the other day for my trip to DMSC conferenceand Continental had placed the following set of tabs at the bottom of my boarding pass.
Here were their suggestions for restaurants, nightlife and things to do. I am not… Continue
Added by Glenn Pasch on January 31, 2012 at 8:05am —
As we continue our conversation about Zero Moment of Truth, where customers research you and your products online, let’s not forget what the First Moment of Truth is: When people contact your dealership.
I want to focus on what happens when customers get on site and how what happens can affect the sale. To explain my point, at a recent workshop I posed this question to readers: “ What are some things that customers saw upon coming to a dealership that negatively affected their… Continue
Added by Glenn Pasch on January 13, 2012 at 4:16am —
Sitting here after Driving Sales Executive Summit, reviewing my notes and thoughts about this event. First, all who did not take the time to come, you missed out. Not just on a great location, not just on the networking but on the incredibly high level of education.
What Jared and his team accomplished was to set the bar very high for other conferences to come in the automotive space. He not only got great educators and speakers from the industry, he reached out and got speakers who… Continue
Added by Glenn Pasch on October 15, 2011 at 4:29am —
About a year ago, PCG Digital Marketing coined a term PODScore to help businesses understand how much “brand leakage” happened in a simple search for their name online. (you can find more about PODscore at www.podscore.org) We had a business type their company name into search and then count the number of listings they controlled. The result, through the PODscore formula, gave you a very simple numerical value of how well they dominated page one in… Continue
Added by Glenn Pasch on October 3, 2011 at 6:07pm —
I just held a follow up webinar to my workshop at the Automotive Marketing Boot Camp on Reputation Management
. I waited for a few weeks to see what dealers who attended would implement and how their progress was going. I wanted to share results from three people because it covers a lot of situations you may run into.…
Added by Glenn Pasch on June 25, 2011 at 3:00am —
I was sitting up the other night flipping the channels and just was amazed at the amount of infomercials I have seen on how we can change quickly or how we can revolutionize our life with a certain product, I just laugh and then it made me mad.
Now I have been one of those people who are fascinated by these claims, but I have also been in the coaching and training field for over 20 years and been in a position of managing others for close to 30. (No my photo is…
Added by Glenn Pasch on June 7, 2011 at 4:21am —
In this very competitive marketplace a successful business needs not only a great company vision but great managers to see it through.
Examine any successful dealership’s business module and you will find a great manager there turning each goal into reality. A great manager understands how to take hold of a company’s vision and translate it into processes and procedures that will accelerate their staff to the top.
How these managers…
Added by Glenn Pasch on May 5, 2011 at 6:12pm —
In the third post of the series on Online Reputation:
If I said to you that by the end of the year I would like to see over 200 people posting reviews, and right now you have 20, you are looking at me as if I have 2 heads.
Before you run screaming or… Continue
Added by Glenn Pasch on March 1, 2011 at 4:14pm —
Ok it’s end of January, many of us continue to dig out of snow and when we put the shovel down for a moment, we wonder how quickly time flew by and I have not really kept up with my goals for the new year.… Continue
Added by Glenn Pasch on January 27, 2011 at 9:26pm —
My last post discussed how your reputation online, begins onsite. I mentioned that I would discuss things that your could focus on that would immediately impact your customer’s experience.
Here is one of the most overlooked employees in most businesses today.
There are many…
Added by Glenn Pasch on October 4, 2010 at 7:40pm —
Have you ever been in your dealership where you have to explain to
someone what he or she needs to do? They look at you and you see them nodding, but you are not sure they “get” what you mean.
perspective, the commentary in their head is saying,
” I hope he does not ask me what they just said. I have no idea what he means and I don’t want to look stupid or lose my job. Go away, go away, go away”.…
Added by Glenn Pasch on August 25, 2010 at 4:39am —
I ran across a post on Facebook from a friend of mine, VJ Voelker
and he was posing the question of why car dealers are looking backwards versus forwards in regards to their marketing. He was curious as to why dealers were hesitant to embrace Digital Marketing
as a viable addition to their current media. Bottom line he was asking, why is it so hard to change?
It got me… Continue
Added by Glenn Pasch on August 7, 2010 at 5:19am —
We have all heard coaches tell golfers to "follow through" with their swing, or pitchers to "follow through" when pitching. But how many Continue
managers say to themselves to watch their "follow through?"…
Added by Glenn Pasch on June 18, 2010 at 5:05pm —
As a manager of a sales team or a team of supervisors, there will be a time when you need to bring a new member to the team. You have cut the pile of candidates and resumes down to the final few.
What criteria should you follow when you pick up the phone and call someone to offer the job?
A lot is going to depend on the makeup of your team. BUT more importantly, it will also depend on how you RUN your team. Are you a hands-on and structured supervisor, do you deliver… Continue
Added by Glenn Pasch on May 25, 2010 at 6:00pm —
Lately, I’ve been going to a lot of events. I just hit my 3rd in two weeks. At each event there are breakout sessions and roundtables to discuss relevant issues to business.
I’ve been in sessions about Social Media, Workforce Management, CRM Tools, Inventory Control, Cloud Computing, Service Departments, Vendor Management and about 10 other topics. But not one table dedicated to training.
Okay, so maybe one event skipping management training is okay,… Continue
Added by Glenn Pasch on May 12, 2010 at 8:33am —