(We are in the middle of a snow and ice storm that has shut down the city.)

Customer: “I cannot believe you guys are still open. The roads are really bad out there.”

Me: “Yes, I know. The roads are dangerous, but people must really enjoy shopping to take the time to visit the mall today.”

Customer: “I cannot believe that people are risking their lives to come out to the mall. You guys must be losing money staying open when no one is here.”

Me: “True, but as long as they keep coming we will stay open. What is it that I can help you with today?”

Customer: “Oh, I just need to do a return.”