Have you ever come across a business where the owner or staff are masters at what they do. They are passionate, they work effortlessly. Ask them a question, you get an accurate answer based on years of hard-won experience. You get the impression that if you blindfolded them, they would still do a great job. Sounds too good to be true right? Well, yes. A very interesting thing about these business owners / employees is that they don’t really do sales or selling. It anathema to them. Moreover, they don’t do the whole sugar-coating answers to customers. To be frank, they come across a rude and gruff. Trade customers and so-called pro-sumers love the consistent quality of their work. In fact, they swoon about them. But when Joe or Mary Soap then hear about the recommendations and visit their shop and cannot understand what all the fuss was about. They are ignored when they visit the store. They ask them a question and get a grunt back. Or, they phone up looking for a quotation and are given a short, sharp and curt reply. I know 3 separate businesses in my city where the exact dynamic as described above is happening. They would make a fascinating case study of the importance of customer service. As a matter of interest, has anyone else seen a dynamic like this before in a business. Do you think businesses like these can survive in the era of online reviews?