That "Did you find everything you wanted" drivel has GOT to be from some $60 book written by some bozo on Madison Ave who knows a lot of theory and nothing about reality.

I work for a Native American casino whose management apparently read the same book. Mindlessly following the suggestions without thinking out the likely results, they have created The Stepford Wives of Western Washington. It's driving the customers ("guests") crazy, but management doesn't have a clue.

They've got two pet phrases that they've programmed into all the employees: Instead of responding to a "Thank you" with a perfectly reasonable "You're welcome", everyone has to respond with "My pleasure", instead.

And once you've helped someone with the tiniest problem, we're supposed to say, "Is there anything else I can help you with?" (They can't even use decent English, either.)

So, we get these busloads of people who get dropped off at the casino for four or five hours. They're trapped, because there is NOWHERE else to go, and no way to get there if there was.

So, all through their visit, they hear the same two phrases, over and over and over until they're ready to scream. Not only do they hear it when THEY say Thank You, but they hear it all around them when the other people say it.

I guess the motto here is, "We're not happy until you're unhappy".

Sue