While retail may have changed the way in which they operate during the pandemic, the ability to extend customer service (or not) has largely remained unchanged. There is some historical context that’s important to address when speaking of the invisible customer. No this is not the part where I tell you that I've always had piss poor customer service. In fact, I've had some great relationships with sales people for small and large purchases. I've noticed when the relationship is good, it's all good. When the customer and sales person relationship goes bad, it's all bad.