Mr. Brücker, hovering nearby, sent Mr. Huynh over to offer the wife a watch. “It’s not to sell her a watch. It’s to occupy her,” he whispered. “She’s bored and she will say, ‘OK, let’s go.’ ”
These happen to be key tenets of casino marketing, which revolves around flattering men, distracting their wives, and keeping them around as long as possible; the longer they stay, the more likely they are to spend money. But Mr. Brücker was never disdainful of customers—in fact, he championed the need for better, more thoughtful service that makes the customer sense caring and quality —the stuff of luxury.
“You’re selling pure emotion,” he said. “That’s why I love this job.”
via The Art of Selling an Expensive Watch – WSJ.com.
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