Glenn Pasch
Glenn Pasch
Glenn Pasch is currently the CEO & partner of PCG Digital Marketing,which works with executive management and internal teams to develop new strategies around Digital Marketing initiatives that will enable businesses to achieve their desired objectives and priorities.
What makes a Good Convention?
I have been to about 5 conventions so far this year with 2-3 more to go before years end. At the end of every...
Which way are you looking??
I ran across a post on Facebook from a friend of mine, VJ Voelker and he was posing the question of why car dealers...
Watch the Sandpile
One of my first jobs was working with my father at a company that supplied stone, concrete and asphalt for construction sites. I...
Listening to the “Voice of Your Employees”
I just returned from a large Call Center Conference and many of the breakout sessions discussed the need for businesses to focus on "The...
Encourage Your Employees to Fail.
I know that sounds like an odd mantra to follow, but it depends on how you view failure. In your company is failure viewed...
How do I reward my employees without breaking the bank?
This is a very common question amongst managers. Call centers deal with this all the time because they are always battling high turnover. ...
Its “Draft” Day and you are on the clock
As a manager of a sales team or a team of supervisors, there will be a time when you need to bring a new...
Why are businesses so afraid to standardize processes?
I was having lunch with a friend who is a National Sales Manager and we were discussing the areas of his business that he...
If I asked you to name a company that excels at Customer Service, Would you name your own?
I just got back from the 8th Digital Dealer Conference in Orlando and what an exciting time. Many people stared at the button I was...
Getting Your Team In The Zone
I was watching one of the press conferences at the Masters and a reporter asked the Round 2 leader, Lee Westwood, if he was...
Management Training Programs: Pushing All the Buttons
I am always learning very valuable lessons from my two young sons (three and five years old, respectively). They use my iPod touch to play...
What Is Effective Feedback?
In a recent article in T&D magazine it stated that of the 3,600+ employees surveyed: • 66% said they have too little...
Is Your Call Center Ready for the Undercover Boss?
I am sure we all have seen or heard about this new television show. The boss of a company dons a disguise so its...
We are all in the Customer Business
Howard Schultz, the CEO of Starbucks stated, “We are in the customer business serving coffee, not the business of coffee serving customers.”I think everyone...
A Few Leads Missed Can End Up Costing You More Than You Know
Recent posts have discussed the impact management training and agent training has on results. In this post, however, the focus will be on demonstrating...
What customers SEE can affect Customer Service
I just had a great experience at the 2010 NADA (National Automotive Dealers Association) convention in Florida. I met many great dealers who were excited...
Management Training: You need what? When?….Where did my time go to?
One of the hardest things we all face is Time Management and trying to get everything thing done. In the workplace, it seems we never...
Management Training: How to Handle a Leadership Change
You just found out your boss is being replaced with someone from outside your company. There were rumors going around that your department...
Management Training: Handling Internal Promotions
In many industries, companies pride themselves on promoting managers internally. There are many benefits to grooming managers from within: They already know the systems,...
Manager Training: Follow up, Follow up!!!
A few of us in the training business were talking the other day and I was asked, “What do you think is the biggest...