Jan Richards's Profile

One time a few months ago I wanted to buy a sweatshirt for our daughter when I was at the Grand Canyon and she was in CA. With no chance to return the item if I guessed wrong about what she'd like, we chose to try "shopping by cell phone." In a few quick minutes she could browse the 3-5 sweatshirts I suggested and sent pictures of. She quickly choose one, and we had a purchase both of us were happy with. Just like that.

Recently I was browsing in a bath products store on the Third Street Promenade in Santa Monica. Happily soaking up the smells and colors of the place, I wanted to take a simple picture to record the moment...just because.

A clerk swept up to me in full Officer Johnson mode, "NO PHOTOS IN HERE."

I just wanted a simple, beautiful picture of the many colors of soap. For fun.

She would not listen. She was probably trained that listening to the customer is not wise. So wrong.

Officer Johnson mode is SO short-sighted and completely misses the long-term value of a single customer, and the referral business they can provide. Or not.

It was such a simple, innocent moment. Officer Johnson saved the day, and lost a customer, for life.