training

The Culture Beyond (employees have baggage) Post Two in the Employee Retention Series by Dwayne Castle

The Culture Beyond (employees have baggage) Post Two in the Employee Retention Series by Dwayne Castle

"Many employers...routinely welcome a person into "the family", put them on the payroll, and then do anything but treat them like a member of a healthy and productive family... employees are grownups who will “get their act together” or simply be replaced. Because that's what families do, replace one troubled child with another..."

Time To Change That Dial (away from selfishness) by Dwayne Castle

Time To Change That Dial (away from selfishness) by Dwayne Castle

"If you're like me it was probably a little eye opening, which is great because we won't fix a problem if we don't recognize that there is a problem. " 

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."

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.

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."

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.