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For many of you who have followed my writings or have seen me speak, you have heard me talk about the Zero Moment of Truth. For those who may not know what that is, it is based on a book by Jim Lecinski for Google coining this term as the space between initial…Continue
Look at your team. Let me describe one of your members and see if you can spot them.
They are not the most vocal of the group. They are on time, they…Continue
Who are you?
I really want to know
Who are you?
I bring this up because it still seems that businesses are heading into 2013 without any idea of how important constructing and controlling their…Continue
Added by Glenn Pasch on January 17, 2013 at 3:37pm — No Comments
As a trainer, I am often asked if you should focus on your top performers or your bottom ones to improve business. Many ask how much time should be spent on either group. I will lay out the arguments for both and then give my answer with an extra tip for…Continue
Added by Glenn Pasch on October 8, 2012 at 6:34pm — No Comments
I have worked for many different people in my time but one of my first mentors was a very successful restaurant owner. I was relating this story the other day in a workshop of a staff meeting he led where he was talking about missed opportunities we had as waiters and I thought it is appropriate for our…Continue
I appreciate all of the kind feedback on this post which was on my blog site at glennpasch.com. Many of you asked me to post here so it is.
I am blessed to have two very wonderful young boys who constantly challenge…Continue
The most recent issue had a cover story about Paid Search and best practices. Then inside the coverage of the new Google Cars,…Continue
Added by Glenn Pasch on July 7, 2012 at 4:51am — No Comments
How many times have you thought you had taught someone to do something correctly only to get different results than you expected? Our next session in our leadership workshop focuses on a simple and effective process to utilize when training someone to do a certain type of task.
If I asked you to write out the process you currently follow for …Continue
Added by Glenn Pasch on June 16, 2012 at 5:02am — No Comments
I spent Memorial Day in CT and went with some friends to a beach with our families. It was a beautiful day and a lot of fun just relaxing.
What stood out for me this day was the customer service delivered by an employee at the concession stand. The young lady working behind the counter had a radiant smile and cheery disposition. The first time I…Continue
Added by Glenn Pasch on June 6, 2012 at 8:14am — No Comments
This is the third in a series of articles on management training.
Our group focused on a second aspect of communication this week. As we discussed in previous sessions, communication has to be clear, specific and actionable. This week, we focused on finding out how your audience was receiving the information.
Added by Glenn Pasch on May 30, 2012 at 1:43pm — No Comments
A few of my team had been asking me about helping train them on what it means to be…Continue
Added by Glenn Pasch on May 8, 2012 at 10:23am — No Comments
Instituting change in your company is not an easy thing. It takes time, strategy and a…Continue
Added by Glenn Pasch on January 22, 2011 at 6:11am — No Comments
FOR IMMEDIATE RELEASE…Continue
Added by Glynn Rodean on August 30, 2010 at 9:41am — No Comments
Have you ever joined a project or group and you got the feeling it was going to be special? Today I sat through orientation for a new Automotive SEO study program given by PCG Digital Marketing and Driving Sales. The study will give 100 automotive dealers free access…Continue
Added by Glenn Pasch on August 19, 2010 at 4:00am — No Comments
I just returned from a Conference and many of the breakout sessions discussed the need for businesses to focus on “The Voice of the Customer”.
This seems to be the new buzz phrase and I heard many different ideas on how a company can achieve this.
1. Utilizing Social Media to monitor what your customers are saying about your company or your products.
2. Listening to recorded calls, hearing where customers are interrupting your agents in order to…
Added by Glenn Pasch on July 21, 2010 at 5:56pm — No Comments
Added by Glenn Pasch on June 1, 2010 at 6:14pm — No Comments
Added by Glenn Pasch on March 31, 2010 at 4:44am — No Comments