I AM incensed by the content of R Lewis's letter "The surliness of shop staff" (Open Lines, September 1), possibly written in working time hidden away at the office while avoiding answering the phone to You, R Lewis, are possibly the person who fails to respond or acknowledge me with a nod of the head or eye contact as I greet you with a warm smile and cheery greeting as you enter and browse around my beautiful emporium, the same person who pushes their way without saying "excuse me, please" through confined spaces, compromising the contents of glass cabinets on the way, who holds a conversation on their mobile while receiving first-class courteous service at the counter, failing to respond to polite requests, grunting responses to further "polite" requests.

Don't be a coward, R Lewis – confront the sales assistant you are dissatisfied with, speak with the manager to voice your complaint.

It should be compulsory for all to do "National Shop/Retail Service". A greater understanding and empathy would evolve.

Unlike an office, there is "no hiding place" behind a counter when faced with a rude, obnoxious, ill-mannered person (who possibly got out of bed the wrong side or are too lazy to "help themselves"), often spitting as they speak in your face.

Fortunately, people such as these are in the minority, with the majority a pleasure to do business with and go the extra mile for.

Sadly, R Lewis, I don't think you fall into this category.

Don't criticise a person until you have spent two weeks doing their job.

We, all of us, need inspiration, respect and encouragement; we are all important parts of a big machine.

Wallace Grimley, by email.