Recently I had the “pleasure” of meeting a very cranky, disgruntled, and jaded customer. When I walked over to greet him and asked if he was finding everything he needed okay, he gave me this scrooge-esque glare and declared that he had been “helped” several times before on previous visits and did not like any of the cigars he left with. He told me in no uncertain terms that if I did not know my stuff I could go away, he didn’t want to deal with armatures–or get more suggestions that did not meet his tastes or expectations.
Long story short, I smiled, listened, let him vent, and gave him my suggestions. He went with my advice and was pleasantly surprised that he actually liked it. His whole attitude about the store and the people in it changed after that. He left happy… or at least, happy-ish..
There is a…
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