Here’s a little quiz: Imagine you’re going to your local grocery store to buy some milk. How would you like the store employees to interact with you?

• Choice A: They’re friendly, warm, and build personal rapport with me. I know we’ve got a relationship.
• Choice B: They keep our interactions as brief as possible. They get to the point.

If you’re like 92 percent of people we survey, you picked choice A: You want warm friendly employees.

But now, let me change that quiz just a little. Imagine it's late at night, you’re dressed for bed, it's cold and rainy outside and you've just realized that you have to go to the grocery store because you ran out of milk and need it for the kids and coffee in the morning. Now, when you go to that grocery store in your pajamas, how would you like the store employees to interact with you?

• Choice A: They’re friendly, warm, and build personal rapport with me. I know we’ve got a relationship.
• Choice B: They keep our interactions as brief as possible. They get to the point.

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