Anyone visiting Bass Direct is a serious potential buyer. I would like to bet that they get almost no casual 'walk-ins'. I've spent time at the retail 'coal face' and have to agree with mrtcat (and therefore disagree with FDC484950) that if they want a long term future they should/must pay attention to making the customer feel good about the purchase. I travel on Ryanair by necessity not choice - even Michael O'Leary, about whom it has been said that he is capable of starting an argument even when in a room on his own, has realised that a business has to give the customer the 'warm fuzzies' as my kiwi mate calls it. I am not saying that Bass Direct is as bad as Ryanair btw - far from it, but they need to up their game in that department