Glenn Pasch: Small Tweaks In Process Enhance The Customer Experience

Glenn Pasch is the CEO of PCG Digital, an international speaker, and works with individuals on the front lines all the way to the C-suite to help them create leadership structures that foster healthier cultures and profitable teams.---> Register for the upcoming Fixed Ops Roundtable Event <--- What Ted Ings and Glenn Pasch discuss in this episode:Dealerships have many plates spinning across all departments, which impacts the amount of time we have to catch a problem in its infancy so that it doesn't fester and become a bigger problem. There are ways that leaders can inspect and steer the business so that small problems don't compound, and so that the daily business operations run more efficiently.It's important to spend time with your team training them and helping them get clear on what your expectations are as a leader. Often when leaders don't see what they expect is because there is a disconnect between expectations in the leader's mind and how those expectations were conveyed to the people responsible for performing the work.Glenn recommends that the best focus for dealers is around what experience they would like their customers to have while shopping for products and receving services. In so doing, dealers should have cause to find issues within their process and address those that cause friction.A great experience is created by a compounding of small elements. Is the dealership clean? Is the space inviting? Do the advisors get up from around the desk to greet customers? Each small element of the experience contributes to the whole. Listen to the full episode to get even more insights from Glenn Pasch. Enjoying The Fixed Ops Roundtable Podcast? Please leave a rating and review wherever you get your podcasts and don't forget to click the subscribe button! Thanks, Glenn PaschIf you enjoyed this episode featuring Glenn Pasch, be sure to click the link below to say thanks!Click here to thank Glenn Pasch on LinkedIn Connect with Ted Ings and the Fixed Ops Roundtable:Register for the next Fixed Ops Roundtable EventTed Ings on LinkedInCenter for Performance Improvement