A friend of mine overheard a conversation in the lobby of a local business recently. A man was asking about the delivery of a requested product and the receptionist, the chief of first impressions, was less than understanding.
"We don't even know what your house looks like," the receptionist said. The defensiveness in the tone of the receptionist caused the customer to raise his voice. Luckily, a supervisor also overheard the conversation and quickly moved in to resolve things.