My Advice to a “Scrooge” Owner When It Came to Accountability

by Glenn Pasch | Dec 20, 2013 | Business Process, Customer Service Training, Management Training, Training

In keeping with the holiday spirit, I would like to first wish all of my readers a safe and happy holiday season. Thank you for your comments and feedback in regards to not only providing you with articles on topics of interest, but helping me to improve each and...

“Google Death” is Only Part of the Battle

by Glenn Pasch | Oct 27, 2013 | Business Strategy, Customer Service Training, internet reputation management, Reputation Management

  Listen to the radio today and you hear advertising from companies explaining how their services will protect you from, “Google Death”, which is where someone posts bad reviews or false reviews about your services, thus impacting what people see about your...

Indifference is the Silent Killer

by Glenn Pasch | Oct 20, 2013 | Customer Service Training, Leadership Training, Management Training

When one thinks of great customer service, companies like Zappos, Nordstrom’s and Disney come to mind. What they all have in common is a full focus on serving the customer at an extremely high level. Their employees are trained to be aware when a customer may have a...

Fix Your Customer Service Failures Once and For All!!

by Glenn Pasch | Jul 19, 2013 | Business Strategy, Customer Service Training, Leadership Training, Management Training

I was reading an article in Business Week and a quote caught my eye. It said, “If you have a great website but a crappy in-store experience, that will affect business.” Now that may seem like a common sense statement but there are many businesses that are looking at...

The 4 “B”s of Great Customer Retention

by Glenn Pasch | Apr 9, 2013 | Customer Service Training, Management Training

There is an age-old truth in business that it is easier to keep a client than to find a new one. The one problem is that no one took the opportunity tell you how to keep the client. Many say, “What can I do besides delivering my service or product as expected?” And...

So You Have a Review Platform….So What.

by Glenn Pasch | Mar 19, 2013 | Business Strategy, Customer Service Training, Management Training, Social Media

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...