It is tough because in those first few minutes of interaction, you are determining the amount of attention the customer desires. I think the secret is that we are in a Lean sort of way testing a hypothesis to see what their expectations are and adjusting based on the outcome. Maybe, not a full PDCA cycle but certainly a Learn and Adjust cycle.

Paco Underhill is a genius on this subject and his books are a delightful, somewhat labor some read on the “Science of Shopping”. Thank God though my wife is the expert, I just theorize outcomes she is the one doing it!!