I run a small bike shop, selling high-end and custom bikes to relatively affluent customers. We are located on a small downtown strip, and we pride ourselves on our expert staff, the quality of our work, and customer service (most of the staff are competitive cyclists) as well as the long-time loyalty of our customers. We have been in business for nearly a century.
What do I say to people who come into the store, tell me they love us and love our stuff, and then ask us a bunch of questions about the differences among products — and finally take a photo of the thing they want so they can go buy it for 20 percent less online? (Note that any “rude” interaction between a store employee and a customer may now show up as a one-star review on Yelp.)