I work for a company that has a business account with Sam's Club. I have recently taken over supplies duties and entered a Sam's Club for my first time, card in hand. Having never been there before, I wasn't aware of the rules and customs that come along with being a 'member.'
The greeter never smiled or used a tone that was even remotely polite. I didn't know that you had to show your members card immediately though the door. Instead of asking nicely, she demanded to see my card. After I showed it to her, she didn't respond. I then started looking for carts, which are aparently left outside the doors. As I walked to get them, she scoffed under her breath like a teenage girl: "You'd know that if you actually had a card."
Now I'm sure this isn'ty part of the business model that Sam's Club was looking for, but it certianly gave off a horrid first impression. Needless to say, I will never shop there again. As a 'club' that only allows members to shop, greeters should not only be friendly, but assume that not every single person walking through the doors is already a member.
Customer service retains customers when done correctly. When not done correctly, people find sites like these.