by Glenn Pasch | Mar 4, 2013 | Business Process, Business Strategy, Customer Service, Leadership Training
As we head towards the end of Q1 in 2013, I asked my team to reach out to customers to ask the question, “What do we do differently than others in our field that keeps you a customer?” The answers were very pleasing. “You answer the phone.” “You are always available.”...
by Glenn Pasch | Feb 21, 2013 | Business Strategy, Management Training, Training
Are you blinded by efficiency? 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 complete their work correctly they are self-managed and self-motivated. They seem to be...
by Glenn Pasch | Feb 10, 2013 | Business Strategy, Customer Service Training, Management Training
Recently I was re-reading an article in Automotive News from December 31st, written by Diana T. Kurylko about how luxury brands are stepping up their customer service with new perks and staff training. What was interesting is that finally some brands were looking to...
by Glenn Pasch | Jan 28, 2013 | Business Strategy, Leadership Training, Management Training
I want to speak to the managers of departments or teams for a moment. Have you listened to your team’s vocabulary recently? Not product knowledge, but what they are saying in terms of what has to get accomplished. We take our vocabulary for granted at times. We do not...
by Glenn Pasch | Jan 16, 2013 | Business Process, Leadership Training, Management Training, Training
Here it is, a few weeks after New Years and some of you are very excited because you have been following your 2013 resolutions. You have a sense of accomplishment and look forward to continuing down this new road. Others have given up already and probably a 1/3 of you...
