You probably missed the point. 1) Why did Dennis' friend recommend the store? 2) Dennis was almost leaving the store when the salesperson made eye contact.
Dennis' friend had tasted "customer salvation" at the "Walking Company", and nothing would have stopped that friend from recommending the store to Dennis. However, this positive image that Dennis had would not have made an iota of difference had not the salesperson made eye contact, and therein lies the professionalism of the company.
