She looked around a little confused and said with a smile:” Oh, OK. I see what you’re doing. “

No... No, she didn’t.

Her facial expressions gave up what she was thinking: “Yeah, right... Guys.  Making fun of me here, he‘s testing me, maybe he wants to get the price lower or just playing around ….because I’m a woman.” That’s all she saw and looked offended.

She read the situation all wrong. None of it was as it seemed to her.

This moment, I still remember to this day as one of the most amazing examples of great leadership; happened after one of our sales meetings.

Our fine wine wholesale company’s owner Tom (himself an unmatched wine expert) together with our wine director (think walking encyclopedia of knowledge, experience, and super-palate) was meeting one of the new vendors. She brought in samples of her wines, convincing Tom to add them to our portfolio.

Illustrative picture - one of the best perks of my...

I have seen that 'I-am-lost' look before. 

I noticed them as soon as they entered this mega wine store. A nice couple, in their sixties, somewhat intimidated. The store was my biggest account then, easily over 10 thousand sq ft. It displayed thousands of wines, liquors, beers. I know what it feels like when you just want a bottle or two for a dinner, don't know much about wines, and walk into a huge store like this. The last thing you want is a sales clerk all over you because honestly, you're not even sure what you're looking for. 

Where do you even start? Let's get something we can actually pronounce. Do you like this label? Do you search by grape variety or by origin? You see, I'm a wine person so I know my preferences.  This couple looked more than confused and I felt for them. 

If I wasn't pinned behind a little station, doing a wine tasting, I would jump in and help. I knew how to put people at ease and find out what they like - so I can recommend something...