Making Ideas Accessible

Spend More Money or Refine My Employee Processes?

employee processes“There are two ways to sell more. Increase your marketing budgets by twofold or refining the employee processes in place, thus becoming more efficient with money you currently spend. Which would you feel comfortable doing?”

I posed this question to a group of dealership executives during a training session I delivered. Of course the unanimous answer was to refine employee processes to be more efficient but then the flurry of questions came as to how. “Sounds easy Glenn but there are so many departments and so many pieces to this, where do we begin?”

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Are Your Vendor Partnerships Impacting Your Success?

How To Improve Your Vendor Partnership

There seems to be a growing disconnect between customers and their vendors. It seems these vendor partnerships have a flaw. Whose responsibility is it to educate the customer on the results of services delivered? The reason I am raising this question … [Continue reading]

Successful Employees Start With You

successful employees

I was teaching a workshop the other day at an Automotive Digital Marketing Event on building a successful team. As the audience filed out, a GM of a dealership pulled me aside and asked if he could ask me some questions. We found a few seats in the … [Continue reading]

Interview Mistakes: Do You Really Want that Job?

Interview mistakes

Recently I have been holding interviews for candidates to add to my team and have been shocked at the amount of basic Interview Mistakes I am seeing. These simple mistakes can impact a candidate's ability to impress. A few months ago I wrote an … [Continue reading]

How to Improve Your Accountability Factor

accountability

I received an email from the owner of a business whose team was in a two day training session with us. He was receiving great feedback from his team but he wanted to review with us the “accountability” section in our training. “ So many courses … [Continue reading]

Do You Approach Your Work With Gratitude?

gratitude

This article is a little different than others I write because it is not about marketing, or training but about how we move through the world each day and our responsibility to others and ourselves. I was listening to a documentary on Carlos … [Continue reading]

Great Customer Service Training Focuses on Relationships

customer service

Take a moment to remember a time when you were blown away by someone’s service. Maybe a restaurant, a hotel or a company you did business with. What did they do that was so impressive? My guess is that it boils down to how their customer service … [Continue reading]

Reputation Management: Still needed?

With Yelp now adding a video feature, With Foursquare splitting it’s app into two different functions, (Foursquare to look for places and Swarm to check in) creating a great experience for customers is even more important for your Reputation … [Continue reading]

Unified Marketing Messages: Fighting Like Siblings?

Unified Marketing Messages

I have two young boys and as I watch their interaction, for the most part they get along and play well. But in a they can rocket towards extremes of “You are my best friend, I love you, let’s play together” to “It’s your fault, get out of my room, go … [Continue reading]

Customer Service: Is The Effort There Every Time?

Customer Service

I am Yankees fan and have been my whole life. Not just for the “Jeter” years but through the 70’s and the woeful 80’s as well. I have been able to see many great players but one I wish I saw was the great Joe DiMaggio. The reason was how he … [Continue reading]