Feeling a bit depressed, Mrs C. decides to go shopping to find a little something new to brighten her day. Like most people, strolling through stores, trying out clothes or accessories can be fun, exciting and can certainly cheer up, especially when you find the perfect item!

However, that day, she rather found the worst saleswoman in the world!

It was in a high-end department store in downtown Montreal (FYI this store no longer exits and no wonder!). This saleswoman was rude, abrupt and snobbish, Mrs C. left the store feeling hurt and in a worst mood than she had started that morning. This saleswoman completely ruined her shopping experience, her mood and honestly, the rest of her day.

The following days, the hurt turned into frustration and questioning.

Mrs. C. wondered how such a rude person can work in this elegant, high-end department store which seems to value the excellence of customer service?

How is it possible that management does not know how this person treats customers?

How can management control the quality of service of all the salespeople to ensure they meet quality standards? It was then, that Mrs. C. founded her business of evaluating customer service and verifying that business policies are followed.