i don't think they're so much dual personality...the first is trying to explain to a person who's been in the customer's shoes what's going through the employee's head, and the second is trying to enlighten a new employee so they can get their current project done AND help the customer....

if you're talking about my previous, more indignant post, it's because it sounds like the owner didn't want anything to do with helping the OP. he didn't say that he was in the middle of something, in effect, he refused to help the guy out, plain and simple, which is just bad business. how did he know the OP didn't have the cash in hand to drop right there and then on the shoes if they fit right. all he wanted to do was try on the shoes. he could've said "i'll be with you in a moment," if he was busy. i never refuse help to someone at work (unless there is a pre-existing relationship with them and i know they really are going to waste my time, which is usually after everyone in the shop has tolerated their hobo shenanigans for the better part of two months). i may delay that service, or if i'm really swamped, i'll even go find someone more knowledgable to help them out.

i've been on both sides of that equation and i know how frustrating it is for both people involved.

on the one hand, i've got this repair to take care of, on the other, i've got this person standing right in front of me waiting to be helped, i can't be in two places at once.

bottom line is, the OP made a simple, completely reasonable request, and was refused service.