@Mountaindewed I try to not judge someone by their physical appearance and that sounds like the employee was doing. Maybe they sensed your discomfort at needing to ask for help. They seem to be trying to put you at ease.
Some of the most fun people I met on the phone in business did not look anything like I imagined when I met them in person. So for me how someone is as a person is not the same as how they appear. @CANDC
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