This morning (Friday, 23 January 2026), I paid a visit to House of Time in Gainesville, FL, to see…read moreabout having an old pocket watch repaired. I handed the watch to the lady working the front showroom and shared what I knew about the watch's provenance; I also mentioned that I had just casually looked online for information about the maker (Wuesteman), the watch itself, etc. Before I could continue (to mention that I was interested in having my watch repaired), the woman, in a very harsh tone, said, "If you are looking for information, you will have to talk to my boss."
To say that I was shocked by her abrupt interruption is a gross understatement.
I quickly considered how the conversation had progressed up to that point and came to a conclusion. That she assumed I was only looking for information about the watch was, in my opinion, arrogant.
After I asked her to return my watch to me, I replied to her - in a similar tone of voice - words to this effect: "You just made a big mistake. I was going to ask if my watch could be repaired. You assumed that I was only looking for information. You ASSUMED that."
With that, I walked out the door.
Yes, I could have continued with my request after her initial reply. A fully rational person might have been able to do that, but the manner in which she spoke to me soured any desire I might have had to do business with this establishment.
I am reminded of the old saying, "You get only one chance to make a first impression."
Bearing that in mind, someone with a more personable affect in customer-facing situations would be a great improvement to your business.