perception

Bad Words and Customers (and granny, too) by Dwayne Castle

Bad Words and Customers (and granny, too) by Dwayne Castle

Being out to sea, sharing life with hundreds of guys from around the country and from various backgrounds brought out a bit of the barbarian in me. Many of us didn't have much in common, but there is a reason for the phrase "he swears like a drunken sailor"...

I've Been Everywhere, Man (and the grass is all the same) by Dwayne Castle

I've Been Everywhere, Man (and the grass is all the same) by Dwayne Castle

"When you start thinking that life isn’t quite what you were hoping for and that it would be better “if only” you lived elsewhere or that because of circumstances..."

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?

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

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.

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.