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Glenn Pasch

Glenn Pasch Chief Executive Officer

Glenn Pasch Blog Posts

Customer Experience is the New Currency for Your Dealership

Customer Experience is the New Currency for Your Dealership

Over the last few weeks I have gotten great feedback from companies and leaders about my articles and videos on delivering excellence to your cus…

With Google Dashboard Changes, Reviews are Even More Important

With Google Dashboard Changes, Reviews are Even More Important

With the announcement on 11/26/13 from Google that it had redesigned it’s Review Monitoring System for its Places for Business Dashboard (http://bit.…

Why You Do Not Believe the Power of Reviews is Beyond Me

Why You Do Not Believe the Power of Reviews is Beyond Me

Listen to the radio today and you hear advertising from companies explaining how their services will protect you from, “Google Death”, which is…

Why a Testimonial Video is GOLD for Your Dealership.

Why a Testimonial Video is GOLD for Your Dealership.

In many dealerships across the US and Canada, reputation management is a very passive activity. While this topic is coming back around as a very important …

The Disney Difference: Indifference is Killing Your Business

The Disney Difference: Indifference is Killing Your Business

When one thinks of great customer service, Disney comes to mind. At this past DSES, Bruce Kimbrell of Disney touched on the subject of employee indifferenc…

Leif Babin, Ex-Navy Seal Demonstrates Extreme Ownership

Leif Babin, Ex-Navy Seal Demonstrates Extreme Ownership

I had the pleasure of attending DSES and listening to Leif Babin, Former Navy Seal talk about leadership and how to build a successful team. Now many of yo…

Do You Develop or Train Employees? Don't Make a Mistake

Do You Develop or Train Employees? Don't Make a Mistake

I was asked this question the other day by a client as I was working with his team. He asked me what I meant when I said he needed to develop his people ve…

Why Does Training Stop When Video Ends?

Why Does Training Stop When Video Ends?

I have been traveling a lot lately to help install new processes for dealers both on a digital side and from a business process perspective. I have ru…

Your Management Style Is Like a Drug Pusher

Your Management Style Is Like a Drug Pusher

Now some of you may think this harsh, but many managers are guilty of creating dependent team members just like the drug pusher who builds their clientele …

What is Your Employee Harvest?

What is Your Employee Harvest?

Too many times our companies are so focused on delivering great value to our customers (and we should be) but we forget to give that same value to our empl…

Is Your Marketing Message Confusing Your Customers

Is Your Marketing Message Confusing Your Customers

Businesses spend thousands of dollars each month creating and distributing a marketing message hoping to attract customers.  In a previous article, &l…

"I Ordered a Strategist but You Brought Me an Executor"

"I Ordered a Strategist but You Brought Me an Executor"

Too many times when I am asked to sit on client calls with their other vendors, I am shocked at the quality of interactions I hear. Prior to the calls, the…

The 4 "B"s of Customer Retention

The 4 "B"s of Customer Retention

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 y…

Customer Service is a VERB- not a Product off the shelf

Customer Service is a VERB- not a Product off the shelf

According to Wikipedia the definition of customer service is: "Customer service is a series of activities designed to enhance the level of …

Are You Still Just Trying to Look Cool?

Are You Still Just Trying to Look Cool?

  I was a working actor in New York City for many years. While I was networking or on the audition circuit, I was always puzzled by a certain pheno…

So You Have a Review Platform....So What

So You Have a Review Platform....So What

  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…

When Your Best Employees Quit, Look in the Mirror

When Your Best Employees Quit, Look in the Mirror

Are you blinded by efficiency? Look at your team. Let me describe one of your members and see if you can spot them. They are not the most vocal of the gr…

Do You Start Your Relationship Off on the Right Foot?

Do You Start Your Relationship Off on the Right Foot?

As we head towards the end of Q1 in 2013, I asked my team to reach out to customers to ask the question, “What do we do differently than others in ou…

Shouldn't Everyone Deliver Luxury Service?

Shouldn't Everyone Deliver Luxury Service?

I was re-reading an article in Automotive News  written by Diana T. Kurylko about how luxury brands are stepping up their customer service w…

Thanks to the Educators, Different Vibe at NADA

Thanks to the Educators, Different Vibe at NADA

Finally recovered and back on schedule after a long week at the Digital Marketing Strategies Conference and NADA, it struck me about the difference I saw a…

Want to of Have to? Which Do You Choose?

Want to of Have to? Which Do You Choose?

I want to speak to the managers of departments or teams for a moment. Have you listened to your team’s vocabulary recently? Not product knowledge, bu…

What Progress Have You Made So Far in 2013?

What Progress Have You Made So Far in 2013?

Here it is, a few weeks after New Years and some of you are very excited because you have been following your 2013 resolutions. You have a sense of accompl…

Register Your New Product for Spotlight Awards at NADA 2013

Register Your New Product for Spotlight Awards at NADA 2013

Are you launching a new product or service at NADA?  The PCG Consulting "Spotlight Awards" recognize the top 5 most innovative products a…

Your Most Important Strategy for 2013

Your Most Important Strategy for 2013

  In the immortal words of Pete Townsend of The Who: Who are you? I really want to know Who are you? I bring this up because it still …

How Was 2012? Naughty? or Nice?

How Was 2012? Naughty? or Nice?

  If I ask you how 2012 was for you and for your business, what would you say? Great? Good? Brutal? The reason I am putting this out is that thi…

Do You Manage Only One Way?

Do You Manage Only One Way?

  In the November issue of T&D magazine, there was an infographic discussing how some employees feel bullied at their job. Immediately th…

Got my Big Data: Now What

Got my Big Data: Now What

  Over the past few weeks, articles I have read and some recent events I have attended have been focusing on the theme of “Big Data.&rdqu…

Does Your Dealership Have Year Long Holiday Spirit?

Does Your Dealership Have Year Long Holiday Spirit?

Everyone is taking time to reflect on their blessings and their gratitude for customers and partners in business at this time of year. Happy Holiday…

CLose Your Eyes- What Do You See?

CLose Your Eyes- What Do You See?

  Take a moment.  Close your eyes and picture what you would like your business to look like. If you could do what you want and have wha…

Tips on Employee Retention

Tips on Employee Retention

  I received a call from an automotive client whom I have become close with, and he asked me to help him prepare for a speaking engagement, &ldquo…

How To Keep Your Calm to Resolve a Messy Situation

How To Keep Your Calm to Resolve a Messy Situation

  Imagine you have a customer on the phone or right in front of you and they are not happy. This customer is looking for someone to help them. You…

Do You Spend Too Much Time on the Wrong 20%

Do You Spend Too Much Time on the Wrong 20%

  As a trainer, I am often asked if you should focus on your top performers or your bottom ones to improve business. Many ask how much time s…

PCG Digital Marketing supports Team Pasch for NF Walk in NJ

PCG Digital Marketing supports Team Pasch for NF Walk in NJ

  Hi all. I know this is a different type of post but I am reaching out to share what PCG Digital is doing to support it's charitable ventures…

PCG Consulting Releases White Paper to Address Google + Local Review Issues

PCG Consulting Releases White Paper to Address Google + Local Review Issues

  The team at PCG Consulting, Inc. has always been one to share relevant information regarding issues that affect dealerships. We have bee…

The Power of the Second Thank You

The Power of the Second Thank You

  I had an interesting conversation this week in regards to customer service, which then led to a big impression from an offhand comment…

How Do I Run My Business?

How Do I Run My Business?

I have worked for many different people in my time but one of my first mentors was a very successful restaurant owner. I was relating this story …

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