I stopped into a national chain store looking for the exact pair of jeans I had bought the previous month (and fallen in love with) from the same retailer but in a different town. I looked and couldn’t find my size. I asked a sales associate for my size and surprise, I was told everything is out on the floor. I really wanted the jeans, so I pursued my mission and asked two other sales associates at two different times. Both gave me the same answer. I didn't notice but a fourth sales associate must have seen what was happening, and quietly went in the back and found the jeans in my size. She handed them to me. As I was walking out of the store with my purchase, I passed her and she looked at me and "mouthed" "sorry about that".
I can only assume she saw how my customer journey was playing out, and she decided to intervene and do what she could to help sell me the merchandise that I desperately wanted and that was just taking up space in the store; and, quite frankly, on the financial statement too.
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