Mary listened patiently, nodding at appropriate intervals. Once he paused for breath, she asked very kindly but firmly, “Sir, does your wife need assistance walking?”

The man’s wife finally spoke up, albeit timidly, “No, I’m just a bit tired, but it’s okay. I can manage.”

Mary turned her attention back to the man and said, “I’m sorry, but our policy is to ensure that our customers who need mobility assistance have access to it. There are benches near the entrance if your wife would like to take a seat for a moment.”