I didn’t always play this game. When first hired, I followed founder Sam Walton’s 10-foot rule: Whenever a customer wandered near me, I smiled, greeted them, and asked if there was anything I could do to help.
But that was before the guy who was looking for blenders in the garden section. Or the woman who left her half-finished generic soda sitting in the toy section. Or the guy who shoved another customer’s kid out of the way to pull a pillow off the rack. Or the guy who was pissed—pissed!—that the coffee filters were stocked next to the coffee machines. Or the woman who, after almost plowing me over with her shopping cart, laughed, “You can’t hit the help.”