A 15-year-old girl came into the store with no plans to buy anything, simply to browse the clothing. While she was shopping, her mother let her into the store. However, everyone was taken aback by what transpired in the store.
The store was well-known for its pricey merchandise and formal setting. The store manager observed the 15-year-old girl suspiciously, as a number of customers inside smiled politely at her.
With a hint of pride and a little strain in her voice, she asked, “Can I help you with something?”
After responding that she was merely observing, the girl approached the handbag exhibit. “Ah, just looking,” the manager responded quietly but loudly enough for others to hear. She wouldn’t even purchase a bag strap.
A few patrons experienced discomfort.
The manager continued, believing the girl was intimidated:
You’re most likely lost. You cannot simply come here to browse the clothing. Don’t bother other customers and leave the store if you’re not going to buy anything, she remarked angrily 
Every customer was watching the incident intently when the girl’s mother came into the store. She noticed that the manager was upset with her daughter and that everyone was laughing. Everyone was surprised by what transpired next.
In a composed manner, the mother walked up to the counter, met the manager’s gaze, and asked, “Please tell me why you’re happy.”
Heather fell silent for a minute as she noticed the woman’s assured gaze. Customers stopped whispering as they watched the incident play out, and the store fell silent. The girl was standing next to her, carrying a suitcase, but her eyes were sharper now.
Trying to keep her composure, Heather answered, “I’m just doing my job.”
Danielle gently said, “I understand.” — However, I have not been the only one to note your words and deeds. Regardless of their age or look, you might want to reevaluate how you engage with guests.
When Heather realized that the matter had escalated beyond normal discontent, she fainted a little. Customers started going back to their business while the other staff members looked at each other, but the tension remained evident.
Calmly, Tiana went forward and murmured, “Thank you, Mom.”
Danielle took her daughter’s hand and went to the door without saying anything else. Knowing that this episode would have a greater impact on the store’s reputation than she had ever imagined, Heather stayed behind the counter.
