Glenn Pasch

Do Dealers Really Care About Automotive Service? Great Question!

Recently, while teaching a class at Northwood University, a student of mine asked me this question in regards to automotive service on a dealership’s website he was reviewing. “What do you mean?” I asked. “Well”, he said, “the service page on their website has all…

Are Customer Reviews Really Important? Ask Chris

Recently in a class I was teaching at Northwood University, some students asked why some dealership websites didn’t show more of their customer reviews if they are so important? “It seems like they are hiding their reviews instead of showing them off.” I could not argue....

Band-Aids Don’t Fix Broken Processes

When I was looking to improve my golf game (I could hack my way around the course but it was ugly) my coach asked me what my end goal was. Did I want him to provide a Band-Aid for my game or did I...

Is Your Website Content The Wikipedia for Your Industry?

I was listening to my good friend Michael Cirillo and Robert Wiseman’s podcast, The Dealer Playbook the other day. The topic was content marketing and their guest on Episode #49 was Marcus Sheridan who spoke about how a business’s website content should be the Wikipedia for...

How 10-Year-Old Pitchers Can Help Train Your Team

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...

“Are You Selling Me Away from You?”

I had a very interesting conversation with a prospective customer today. I was taken aback by a few things he said, one of which was “It sounds like you are trying to convince me not to take your services. You are selling me away...

Welcome to the On Demand Society

I was listening to Brian Solis’s new podcast, Context Matters, and he mentioned the term “On Demand Society” when discussing Uber and its effect on not just business, but the economy in general. His point was that this ever-growing desire from consumers— to have...

Q & A: How to Unify Your Marketing Message

As I finished up my presentation at the UAAMG conference on Unified Marketing, a few of the dealers in the audience asked to sit down with them to discuss this one on one. Defining your “Why Buy From Me” marketing message as unique. We broke…

Is Customer Service Today Any Different than 1915?

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…

Customer Service Agents: The Tale of Two Packages

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...

Fixed Operations Departments Need Some Digital Love

Working with dealerships across the US and internationally, I have noticed a scenario is common across almost every single one of them with very few exceptions.  Service and parts, or Fixed Operations departments are the top revenue driver for most dealerships but it is...

2015 Road for Digital Marketing Success.

Each year around this time I discuss a few things that I have seen in the automotive digital marketing arena over the past year and what I feel dealers needs to focus on in the coming year. We have seen a movement where transparent reporting...

Why Are You Outsourcing Your Reputation

Reputation management is the new outsourced service for businesses. There is a new cottage industry of vendors that have risen up to say that they will handle your reputation. Maybe they have called you to say that you do not have to worry, they...

Why No Customer Service Skills Training for the Most Important Employee?

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...

Closing Ratio 101: Stop Being a Lead Junkie

Are you a lead junkie? Are you addicted to testing every lead source that someone throws in front of you? Are you always asking others for that secret lead source that will solve all of your closing ratio problems? Is it time for an intervention?...

“5 Steps to Being a Great Leader” ? It’s Not That Simple

Being a true leader  is not easy. It is not a simple math equation where when you add two parts you come up with the same number every time. Leadership is messy at times. It is making the hard decisions. It is seeing two steps...

Marketing Budget and ROI: What is the Right Mix

Watching a master bartender mix cocktails is a thing of beauty. Knowing the perfect blend of ingredients needed to deliver a flawless product is a skill that is envied by others. So too does the marketing manager strive for the perfect mix of budget allocations...

Success Strategy and Employee Performance

How does your dealership determine their strategy for success?  I have heard and seen first hand many cases where a new initiative or goal is relayed from upper management without any strategy or specific processes to follow. Just a demand for improved employee performance....

Business Success: Move the 60%

How do I increase my team’s productivity? How do I increase my sales? Why isn’t my revenue increasing? How many of these questions have you asked yourself? Business success depends on improving your team’s performance which can be daunting, especially if you have a large…

Customer Service and a “Need For Speed”

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...

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