Customer expectations
When you enter a retail shop, you expect to be served within a reasonable time frame and with common courtesy. When we are not served, and have to stand around waiting, we become angry. This anger is the result of us being made to feel irrelevant, because we are obviously not important enough to be asked if we need help. This perceived ‘snub’ may lead us to walk out, whether we wanted to purchase something or not. As they say, you only get one chance at making a good first impression. Our first impression of this particular shop is not brilliant, and we are therefore unlikely to return. If we became angry after only waiting for one minute, then our expectations were extremely unrealistic to begin with (the ‘blue rinse set’ come to mind). However, if we had waited for five minutes without acknowledgement that we even existed, then our firmly declared vow to never return is perhaps justifiable. Whether we are the salesperson in the retail shop, or the prospective customer, we should