IT'S NOT MY JOB (but I'd love to help) by Dwayne Castle

IT'S NOT MY JOB (but I'd love to help) by Dwayne Castle
"Go out of your way for someone... do it joyfully and without expectation of anything in return and you will find a new depth to the joy you have on your job, with your friends, and at home."

Back Off! (and other ways to say "don't hire me") By Dwayne Castle

Back Off! (and other ways to say "don't hire me") By Dwayne Castle
From your public persona- that is, your activities and conversations, would people think it likely for you to be a positive representation of their brand? Would the image you portray away from work be one with whom others would want to invest their time, effort, and resources?

The Invisible Wall (we hear you back there) by Dwayne Castle

The Invisible Wall (we hear you back there) by Dwayne Castle

"...we can sometimes fall into a trap called "familiarity". We make the workplace "ours" and forget that it exists for the customer. We talk amongst ourselves as if there is an invisible wall separating our words from the customer's ears and take..."  

Survey Says (we've got some work to do) by Dwayne Castle

Survey Says (we've got some work to do) by Dwayne Castle

A small business will never compete with big box retailers, corporate franchises, or the on-line retail industry if people don't like to frequent the establishment. The good news is... READ MORE

Say What? (The Importance of Manners) by Dwayne Castle

Say What? (The Importance of Manners) by Dwayne Castle

I want small-businesses to succeed. In order for that to happen, they need to be able to compete with the major chains, big box stores, and online retailers. It won't happen if customers don't feel good about being in your presence.

I'm Not An Idiot (but even if I was...) by Dwayne Castle

I'm Not An Idiot (but even if I was...) by Dwayne Castle

Here is a tip for small business owners and anybody involved in any aspect of the sales and service departments of any business- don't make your customer look or feel stupid. It's bad for business.

Never Apologize (unless you want to build relationships)

Never Apologize (unless you want to build relationships)

Generally speaking, we have forgotten how to deliver an appropriate expression of remorse. That is, if we even deliver one at all. I've received plenty of poorly executed apologies (and probably delivered more than a few). Let's talk about some of them.

Getting Personal (with the sissy coffee)

Getting Personal (with the sissy coffee)

When you demonstrate a sincere happiness at serving others, people want to be near you and I don't need to spell out for you why that is good for your small business.

Putting Others First (It's not about you)

Putting Others First (It's not about you)

"...we all need to be able to vent and get things out of our system. How about not doing that to the stranger who has chosen to spend his time and money with you. That is not a relationally driven experience and it certainly is NOT good for business."

Five Tips For Putting Your Best Face Forward

Five Tips For Putting Your Best Face Forward

For those with the opportunity to observe it, your facial expression plays into the perceptions they may have of your competence or of the care you have for them. Unfortunately, what it says isn't always the truth and that could be bad news for you in the area of customer engagement or with any other relationship in your life.

Major Retail Closures (an opportunity for small business)

Major Retail Closures (an opportunity for small business)

There will always be people who prefer to shop at a physical location. With so many retail closures, there are many customers looking for a new retail shopping home. The small business that learns to not take their customers for granted, but to engage them as people stand to gain the most. 

Boots and Handshakes (six starters to better service)

Boots and Handshakes (six starters to better service)

We live in such an impersonal world- “Take a number. We will be with you shortly. Next!”  I don’t want to take a number. I don’t want to BE a number. Chris made me feel like an individual.