The second took care of the problem immediately, treated us with respect, and sincerely invited us to return. It was evident which store knew the difference properly trained associates can have on a customer. Today's customer's are a different breed of animal. Accustomed to shopping in self-service environments, and in stores where customers aren't a priority, their expectation levels have dropped. They don't expect to encounter smart or caring store associates, so stores that consistently offer personalized service are the clear winners.
Customers reward businesses when their expectations are pleasantly surpassed.
Your store associates must learn to recognize shopper personalities. That ability comes from experience and training. Every retailer knows that training is important, but how they accomplish it is another subject. I never leave my people alone until I am comfortable with their knowledge of the store. I start slowly, working first on customer service and product knowledge.