by Glenn Pasch | May 14, 2015 | Automotive Dealership Training, Business Strategy, Customer Service Training, Leadership Training, Training
My son’s baseball team was having trouble getting the ball over the plate when they pitched. The coach asked me to see if I could help. When I asked the kids what their job was, they said, “To strike out the batters”. I asked them if the coach ever said that....
by Glenn Pasch | Feb 10, 2015 | automotive customer service, Business Strategy, Customer Service Training, Leadership Development
As you are reading this article, we are already a month into the New Year. You may find yourself still with a warm glow from celebrating a great 2014 or a little more motivated to recover from some disappointment. Now is the time to let the past go, focus on what you...
by Glenn Pasch | Jan 7, 2015 | automotive customer service, Business Strategy, Customer Service Training, Management Training Program
Are customers more demanding then they have ever been? Possibly. Are they more knowledgeable? Possibly. Are businesses focusing on the right thing? Possibly not. I am not sure that at the end of the day if your customers are looking for anything different than they...
by Glenn Pasch | Dec 31, 2014 | Business Strategy, Customer Service, Customer Service Training, management trainer, Training
Pressure shows the true character and abilities of teams. As much as this may apply to sports teams, it applies to customer service teams as well. The holiday season for many companies is the “pressure” season for their success. Crowds are packing in stores to get...
by Glenn Pasch | Nov 5, 2014 | automotive customer service, Business Strategy, Customer Service Training, Training
In working with automotive dealerships as I do, I am frequently asked where some of the biggest opportunities are. “How can I see the biggest impact right now?” “What do I have to spend or change to increase my sales?” And other questions like that. It is funny that...
by Glenn Pasch | Aug 26, 2014 | Business Strategy, Customer Service Training, Management Development, performance improvement
Remember the Tom Cruise quote from Top Gun. “I have a need for speed”. Well businesses need to embrace that same concept when designing their customer service strategy. We all have seen “Customer Service” as a big buzzword used in marketing strategies by companies. We...
