by Glenn Pasch | Mar 29, 2011 | Automotive Dealership Training, call center training, Customer Service Training, Leadership Training, Management Training, performance improvement
Hi my name is Glenn and I am a recovering “glass half empty-aholic.” I have worked diligently over time to change my outlook. I have been very successful, but at times I still fall back to focus on what did not work versus what did work. I bring this up because...
by Glenn Pasch | Dec 16, 2010 | Automotive Dealership Training, call center training, Customer Service Training, Leadership Training, Management Training, performance improvement, Training
Here we are, heading into the holidays and after 2 weeks of enjoying ourselves, come the morning of January 2nd, everyone will utter the same phrase “I have to cut back” From drinking, to eating, sleeping, (or not) and of course, exercising, everyone is reviewing his...
by Glenn Pasch | Nov 29, 2010 | Automotive Dealership Training, call center training, Customer Service Training, Improved Performance, Leadership Training, Management Training, performance consultant
As we approach this time of year, many of us tend to get our pads and paper out to create those dreaded lists. Food for holidays lists, Gifts for family, gifts for co-workers and the biggest list for most people, the New Year’s resolution list. What many individuals...
by Glenn Pasch | Jul 20, 2010 | Automotive Dealership Training, call center trainer, call center training, Customer Service, Management Training, performance trainer
One of my first jobs was working with my father at a company that supplied stone, concrete and asphalt for construction sites. I worked in the labs breaking everything down to make sure the ingredients were correct. Imagine taking a cake and breaking it down to see...
by Glenn Pasch | Jun 28, 2010 | automotive customer service, Automotive Dealership Training, call center trainer, call center training, Customer Service Training, Management Training, performance trainer, Training
I just returned from a large Call Center 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....
by Glenn Pasch | Jun 17, 2010 | automotive customer service, Automotive Dealership Training, call center training, Customer Service Training, Leadership Training, Management Training, performance trainer, Training
I know that sounds like an odd mantra to follow, but it depends on how you view failure. In your company is failure viewed as a disaster or as an opportunity for training? Every time we try something new, failure is going to be a part of it. We start off with great...
