Spontaneity

• Take time

• Be attentive

• Anticipate needs

• Listen

• Provide information (even if not asked)

• Treat customers fairly

• Show empathy

• Acknowledge by name

• Exhibit impatience

• Ignore

• Yell/laugh/swear

• Steal from or cheat a customer

• Discriminate

• Treat impersonally

DO

DON’T

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