Building Up Main Street
One Encounter at a Time
SOME OF OUR SERVICES
Free Discovery
Consultation
A no-risk starting point for independent retailers
60-minute virtual or in-person session
Discussion owner vision, goals, culture
Walkthrough of the current customer journey
(first impression → checkout → follow-up)
Identification of 3–5 immediate CX improvement opportunities
Review of current in-store messaging and service culture
Competitive positioning discussion (what makes you different?)
Optional store walk-through (local businesses)
Clear recommendation for next steps
Customer Journey Audit
See your business through your customers’ eyes
Anonymous in-store evaluation
Phone inquiry experience evaluation
Website & social media interaction review
Staff greeting & engagement scoring
Store atmosphere assessment (cleanliness, music, signage, layout)
Sales conversation evaluation (upsell, cross-sell, relationship building)
Checkout & farewell experience review
Competitor comparison report (optional add-on)
Comprehensive written report with scoring & improvement roadmap
A.W.E.some Customer
Experience Training
Create Experiences That A.W.E. Your Customers
Customized On-site workshop
The “A.W.E.” philosophy we use
First Impressions
Hospitality
Creating memorable moments that drive loyalty
Includes
upselling without feeling pushy
Handling complaints & service recovery training
Leadership coaching for managers (optional add-on)
Regular follow-ups & check-ins
ABOUT OLE DOGS CX TRAINING
My name is Dwayne Castle. For over 30 years, I have delivered profitable customer experiences in various industries, and I’ve trained others to do the same.
In 2023, I tabled my workforce development business so that my wife, Deborah, and I could open our own brick-and-mortar specialty gift shop, Ole Dog’s Coffee Culture.
Using the same philosophy I’ve used and trained for decades, we quickly outgrew our first storefront and moved to our current location (which we are already outgrowing).
Last year, we grew 40%, and we are already on track for another 30-40% increase this year. I have a successful formula that will work for you, too.
I don’t know much about social media marketing, business accounting, inventory control, or the best point-of-sale systems. I know how to deliver experiences that awe customers and turn them into brand ambassadors and a marketing army.
IT’S A PACK THING
When a small business succeeds, it’s great for the entire small business community. It’s good for my brick-and-mortar when you do well with yours. Reach out today and let’s talk about how we can best serve you.
Congratulations! You’re a Business Owner. Now What?
Yours is a great business idea and, after overcoming self-doubt, winning over the family, putting together a business plan, and pulling together some cash… you decided to launch your very own brick-and-mortar retail store or restaurant.
You agonized over and finally settled on a name. You registered your LLC with the state, designed an awesome logo, website, and business cards. You found a storefront and signed a lease. You began filling it up with merchandise and supplies, told all your friends and co-workers, joined the local Chamber of Commerce, had a ribbon-cutting, and had a killer first week.
Then reality set in. You can’t rely on your inner circle to keep your business alive. You need people besides those who know and love you to discover and support your store.
You begin spending precious time and brainpower posting on every platform. You spend what little money you have on magazine, radio, and social media ads, and you’re still struggling to get people in the door. What’s the deal?
IT’S NOT ABOUT THE MARKETING PLAN
Shoppers don’t care about the courage it took for you to start a business, the loans you took out, the long hours, or the many sleepless nights. They certainly don’t care that you spent hundreds or thousands of dollars on marketing strategies.
They care about four things: price, selection, convenience, and experience, and as small businesses, we don’t have much control over the first three.
Marketing is the easy part. Getting people in the door is great, but success depends on our ability to “earn their return”. Getting them to come back again and again is what grows business.
A MAIN STREET SOLUTION
So many big-box stores, retail chains, and shopping malls have closed their doors over the past 20 years, and the conventional wisdom is that, due to economic concerns and the rise of the internet, people prefer shopping at discount stores or online rather than in person.
Although there may be some truth to that, the events of the 2020 pandemic taught us that people still want human connection through shopping & dining experiences.
This is where small businesses have the advantage over the “big dogs,” and it’s where Ole Dogs CX can help you succeed.