I guess my sarcasm wasnt painted red enough
Soundmotor - your points are correct/valid. My points were aimed at the '2 percenters'. If they asked for a headache and I said I would hit them in the head with a sledgehammer for free they still would not get it.
And since you brought it up, I have been closely related to MERA since '98. I've been to nearly every knowledge fest since joining my present employer.
Im sure those of us that have been in retail long enough know there is just NO WAY to deal with every customer that comes through the door in the 'text book' way. I can Eddy Kay the hell out of most people on my good days - but not all of my customers have read his book or been to one of his presentations to know what theyre supposed to act like